Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certificationsandskills
Certification
Timeline
Generic

Marrie Florence Fernandez

Langley,101

Summary

Provides team leadership and coaching, supervises operations and employees ensuring quality performance, in depth product knowledge and manage adequate staffing. Coordinate and communicate with top-level, middle management and front-line staff to carry out day to day operations.

Committed home support worker offers 1 1 years in home healthcare. Dedicated to delivering consistent and focused attention to client safety, comfort and dignity. Well-versed in direct patient care and recordkeeping.

Overview

43
43
years of professional experience
1
1
Certification

Work History

Home Support Worker

Rizalina Bejar and Eugenia Malapitan
06.2023 - Current
  • Enhanced client comfort by providing personal care services such as bathing, grooming, and dressing.
  • Ensured client safety by identifying potential hazards in the home environment and implementing appropriate interventions.
  • Assisted disabled clients to support independence and well-being.
  • Assisted clients with mobility issues, ensuring safe transfers and ambulation around the home.
  • Managed household tasks such as cleaning, laundry, meal preparation, and grocery shopping to maintain a clean and organized living environment for clients.
  • Maintained accurate documentation of care provided, changes in condition, and communication with healthcare providers for continuity of care purposes.
  • Monitored vital signs and reported health concerns to healthcare professionals in a timely manner.
  • Monitored progress and documented patient health status changes to keep care team updated.
  • Facilitated medication administration according to prescribed schedules and doses.
  • Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
  • Completed entries in log books, journals, and care plans to accurately document and report patient progress.
  • Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
  • Monitored client health by performing routine pulse, temperature and blood pressure checks.
  • Laundered items, changed sheets and made bed to keep patients' bedroom clean.
  • Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
  • Cooked meals and assisted patients with eating tasks to support healthy nutrition.
  • Recorded status and duties completed in logbooks for management.
  • Monitored clients' overall health and well-being and noted significant changes.
  • Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.

Team Lead

TaakUs
12.2021 - 09.2022
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Coached team members in techniques necessary to complete job tasks.

  • Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.

Quality Team Leader Analyst

Infosys BPM
01.2019 - 01.2020
  • Promoted open communication channels among team members, facilitating knowledge sharing and collaboration on complex projects.
  • Reduced production defects by streamlining processes and refining team communication strategies.
  • Spearheaded training programs to upskill team members, enhancing their expertise in quality management systems.
  • Helped conduct internal and vendor quality audits to satisfy SOP requirements.
  • Actively participated in Lean Six Sigma projects, driving process improvements for increased operational efficiency.
  • Recognized outstanding achievements within the team, instilling motivation for continued excellence in daily operations.

Operations Team Supervisor (Operations Manager)

West Corporation
01.2010 - 01.2015
  • Ensured workplace safety through adherence to established policies and protocols, as well as proactive identification of potential hazards.
  • Developed comprehensive training programs for new hires, ensuring rapid integration into the team environment.
  • Kept detailed records of operational metrics, utilizing data-driven insights to inform decision-making processes and future improvements.
  • Maximized resource utilization by monitoring equipment maintenance schedules and ensuring timely replacements or repairs when needed.
  • Streamlined operations processes by implementing efficient scheduling and task allocation methods.
  • Liaised with clients or vendors regularly, establishing strong relationships built on trust and dependable service provision.
  • Coordinated team efforts to effectively respond to emergency situations or unexpected challenges, minimizing downtime or disruptions.
  • Collaborated with other department supervisors to identify areas for improvement in overall company operations.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Analyzed and reported on key performance metrics to senior management.
  • Assisted in recruiting, hiring and training of team members.

Customer Service Representative (Inbound)

Vision X
03.2005 - 05.2005
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Call center agent (Outbound)

Influent Philippines, Inc.
09.2003 - 03.2005
  • Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
  • Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
  • Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.

Assistant Operation Manager

Dunia Consultation and Management Specialists
01.1987 - 01.1992
  • Managed daily operations effectively, ensuring timely completion of tasks and accurate reporting of results.
  • Coordinated with General Manager in different operational issues and promotional activities.
  • Streamlined operational processes by implementing new strategies and procedures, resulting in increased efficiency.
  • Ensured compliance with company policies as well as legal regulations at both federal and local levels.
  • Oversaw logistics management for complex projects involving multiple stakeholders or tight deadlines.
  • Developed comprehensive reports to inform management decisions.
  • Reported issues to higher management with great detail.

Cashier and Personal Secretary to the President

Jordan Development Corporation
01.1986 - 01.1987
  • Worked flexible schedule and extra shifts to meet business needs.
  • Built relationships with customers to encourage repeat business.
  • Resolved customer complaints professionally, leading to improved customer relations and loyalty.
  • Ensured compliance with company policies and procedures while processing transactions efficiently.

Economic Planner II

Quezon City Development Office
01.1984 - 01.1986
  • Identified potential risks, implementing mitigation plans to minimize impact on project timelines.
  • Optimized inventory control, reducing waste and improving costefficiency.
  • Engaged in both long and short-term project planning, strategizing for on-time, high-quality deliverables.
  • Presented progress reports regularly to senior management during project updates meetings.
  • Achieved on-time completion of projects with diligent scheduling and resource management.
  • Prepared reports and presentations to communicate findings and recommendations to decision-makers.
  • Enhanced strategic planning processes with comprehensive market analysis, identifying key growth opportunities.

Teller, Journal, and Records Clerk

Citytrust Banking Corporation
12.1981 - 02.1983
  • Disbursed cash and checks accurately while maintaining security of cash drawers.
  • Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
  • Processed customer transactions promptly, minimizing wait times.
  • Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
  • Assisted customers with account inquiries, resolving issues promptly and professionally.
  • Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
  • Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
  • Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
  • Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
  • Maintained high accuracy in financial transactions, ensuring all cash and documentation were correct.
  • Supported branch goals by participating in initiatives aimed at improving overall bank performance and customer satisfaction.

Education

Short Course on Economics Decision Analysis -

University of the Philippines (Diliman)
03.1983

MBA (12 units taken only) -

De La Salle University (Taft)
01.1982

BSBA Economics -

University of the East
Philippines
1981

Secondary Education -

Ramon Magsaysay High School (Espana, Manila)
1974

Intermediate Education -

Apolinario Mabini Elementary School
1970

Skills

  • Reliability and punctuality
  • Adaptable to change
  • Progress Documentation
  • Patient Care
  • Basic Computer skills
  • Workday, PeopleSoft, Zendesk Application
  • Continous Improvement
  • Six Sigma methodology
  • Quality Improvement
  • Report creation
  • Data Analysis
  • Training Implementation
  • Quality Calibration
  • Mastery of Quality Process
  • Performance Assessment

Accomplishments

  • Global Award for Commitment - Quality Team Lead
  • Agila Award 2020 (meeting the clients demands)
  • Top Team Lead month of March 2017 on a Financial Account - Infosys BPM
  • Top Team Lead for 2019 for HR account - Infosys BPM
  • Top Team Lead month of July, September, November, December 2009 and February, April 2010, July and August 2007- West Contact Services
  • Top agent for FR conversion financial account- West Contact Services
  • Top agent PA conversion financial account - West Contact Services
  • Outstanding Branch Employee for 1982 - Citytrust Banking Corporation
  • Scholarship award on Economics applied to Engineering, University of the Philippines, 1983 - QC development office of the Mayor

Languages

English
Full Professional
Tagalog
Bilingual or Proficient (C2)

Certificationsandskills

  • Certified Six Sigma (Yellow Belt)
  • Performance Enhancement Management Training by West Corporation (2014)
  • Seminar on Attendance by West Corporation (2011)
  • PATH Seminar conducted by West Corporation (2008)
  • Seminar on Bank Robbery and Forgery conducted by Citytrust Bank (1982)
  • Seminar on Leadership conducted by Young Achievers of the Philippines (1977)
  • Microsoft (Word, Excel, Power Point)
  • Workday Application
  • Zendesk Application
  • Peoplesoft
  • Spectrum

Certification

  • LEAN Analytics by Infosys
  • Certified Six Sigma (Yellow Belt) by Infosys
  • Performance Enhancement Management Training - West Contact Services
  • Seminar on Attendance Management- West Contact Services
  • PATH Seminar - West Contact Services
  • Seminar on Bank Robbery and Forgery- Citytrust Banking Corporation
  • Seminar on Leadership- Young Achievers of the Philippines

Timeline

Home Support Worker

Rizalina Bejar and Eugenia Malapitan
06.2023 - Current

Team Lead

TaakUs
12.2021 - 09.2022

Quality Team Leader Analyst

Infosys BPM
01.2019 - 01.2020

Operations Team Supervisor (Operations Manager)

West Corporation
01.2010 - 01.2015

Customer Service Representative (Inbound)

Vision X
03.2005 - 05.2005

Call center agent (Outbound)

Influent Philippines, Inc.
09.2003 - 03.2005

Assistant Operation Manager

Dunia Consultation and Management Specialists
01.1987 - 01.1992

Cashier and Personal Secretary to the President

Jordan Development Corporation
01.1986 - 01.1987

Economic Planner II

Quezon City Development Office
01.1984 - 01.1986

Teller, Journal, and Records Clerk

Citytrust Banking Corporation
12.1981 - 02.1983

Short Course on Economics Decision Analysis -

University of the Philippines (Diliman)

MBA (12 units taken only) -

De La Salle University (Taft)

BSBA Economics -

University of the East

Secondary Education -

Ramon Magsaysay High School (Espana, Manila)

Intermediate Education -

Apolinario Mabini Elementary School

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Marrie Florence Fernandez