Farah Shafqat

Skills/ Expertise

Research and Education

I have been in touch with research and education throughout my academics, especially in MBA and MS Project Management. I have written a couple of proposals, research papers which are unpublished. Apart from these there have been various research assignments that I have been active in during my academics. We were taught everything about research methodology, statistics and how to enter and analyze data in SPSS. I have also been involved in writing proposals for a consultant firm as a Management Trainee for a couple of months.

Customer Services

I have an advanced Customer Services experience. I worked as a Customer Care Representative in a multinational in my country for 13 months. It was a really fast paced environment. Everything was supposed to be handled in a systematic way. We were assigned in teams and were accountable for our performance to our Team Leads and then to managers. Every representative had to handle atleast 250 – 300 inbound calls per day. Taking calls meant answering customer’s queries on call, taking notes, entering information in highly sophisticated company’s softwares such as Siebel. A lot of data entry was involved. We were responsible for our productivity stats or KPIs, like call quality, call wrap up time, product info, tone etc. There was a lot of multitasking involved in this role.
Blogging

I am an intermediate blogger. I have my own blog that I update occasionally. I have some past blogger blogs. Currently I manage a WordPress blog ToShimmer on which I post only occasionally.

Freeance writing

I have intermediate experience as a freelance writer and I worked as a writer on small temporary projects off and on. My recent project was with Ebyline.com in which I wrote eBay buying guides for eBay.com.

Appointment Setting

I have advanced experience in appointment setting while working as a Remote Patient Coordinator for Placidway, Inc.

As a patient coordinator we were responsible for calling a set number of leads per day and get as much details from them after doing their need analysis. The leads were patients who submitted request forms on the company's website from around the world. Every communication, status update, case progress related to that lead was entered in the company's online CRM. This informed every one of the old as well as recent activity on that case.

After the need analysis the patients were asked to provide their medical reports or photos. All these details were then compiled to form a case report and these case reports were forwarded to the team manager. Compiling case report involved following company's set template format.

Appointment involved keeping a follow up with the patients, finding if they are facing any difficulty in making a decision, trying to make things easy for them, assuring them of the quality of the treatment that they will be getting as well as clarifying their concerns.

Even after the appointment, a follow up was needed to make sure that the patient does reach the planned appointment on time and that they are taken good care of. Sometimes there was lack of communication between the patient and the applied hospital and patient coordinators acted as the intermediary to convey messages between both the parties on time.