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Farzana Yusoff

@farzanayusoff

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Customer Support Representative at Heals Healthcare Malaysia supporting 700+ clinics and driving product adoption.

Malaysia

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At Heals Healthcare Malaysia, I support relationships with over 700 healthcare clinics, helping doctors and clinic staff resolve issues and improve their workflows. I conduct consultations, onboarding, and training to support product adoption.

I handle escalations, retention discussions, and customer feedback, bringing the voice of the customer to Product and Technical teams. I also work on subscription inquiries, invoicing, collections, and account matters.

At Heals Healthcare Malaysia, I designed and implemented Power Automate workflows to streamline processes. Earlier, as an Administrative Assistant at Cigna International, I processed medical claims and maintained records in the Smart Indexing System.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Representative

Current

Heals Healthcare Malaysia

Jan 2022 - Present (4 years 8 months)

Manage relationships and provide ongoing support for over 700 healthcare clinics, ensuring timely issue resolution and positive customer experiences. Conduct consultation sessions with doctors and clinic staff to identify operational challenges, improve workflows, and drive product adoption.

Customer Success Customer Retention Onboarding Training Product Adoption Escalation Resolution Technical Troubleshooting Pipedrive Freshdesk Excel Power Automate Invoicing Collections Statements Of Account

Administrative Assistant

Cigna International

Jan 2019 - Jan 2022 (3 years)

Processed and analyzed medical claims submitted by members and healthcare providers from global locations, ensuring high standards of accuracy and quality. Managed documentation and maintained accurate records within the Smart Indexing System, developing strong analytical and data management skills.

Medical Claims Processing Data Management Documentation Smart Indexing System Analytical Skills

Education

Degrees, certifications, and relevant coursework

Universiti Kebangsaan Malaysia

Master of Business Administration, Business Administration

2018 - 2019

Activities and societies: MBA Project 'Hope4d’Dreams' (2019)

Pursued a Master of Business Administration, focusing on advanced business and management principles.

Trine University – Putra International College

Bachelor of Science in Business Administration, Business Administration

2014 - 2018

Activities and societies: President's List (2015, 2017); Provost's List (2016); President, Student Council (2017/2018); Vice President, Sekretariat Rakan Muda (2017/2018); Bronze Holder, Duke of Edinburgh International Award (2018)

Earned a Bachelor of Science in Business Administration, with recognition on the President's and Provost's Lists.