LIEZL DE LEON
Hamilton,ON
Summary
Compassionate and empathetic listener with a strong focus on supporting vulnerable individuals. An innovative and creative leader with exceptional attention to detail and a solid dedication to developing effective strategies and opportunities for individuals in social settings. Strong collaborator who was sensitive to others' perspectives. Excellent time manager with strong planning, organization, and problem-solving skills and can meet tight deadlines. Fluent in Filipino and English.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Dietary Aide/Server
Aberdeen Gardens Retirement Residence
08.2022 - Current
- Organize and adjust tables for dining areas, paying special attention to cleanliness and ease of use.
- Assist team members with preparing and serving meals for senior residents.
- Remove plates and serve ware upon completion of residents finishing their meal.
- Discard trash and remove waste after scheduled dining hall times.
- Maintain clean and orderly food stations every day.
- Served meals to residents in accordance with established schedules and dietary procedures.
- Kept all kitchen areas clean, tidy, and free of hazards.
- Participated in medical staff meetings and other committees related to nutrition care.
- Followed all food safety regulations while preparing meals for patients.
Customer Service Associate
IQOR Ph / Convergys /Transcom Worldwide
09.2009 - 03.2022
- Managing incoming calls and customer service inquiries.
- Managed 50+ customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction.
- Generating sales leads that develop into new customers.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Increased revenue by cross-selling and upselling products and services.
- Increased efficiency and team productivity by promoting operational best practices.
Caregiver
PRIVATE CAREGIVER
09.2009 - 06.2014
- Taking care of stroke & diabetic patients.
- Performed housekeeping tasks including changing bedding and doing laundry.
- Manage patient schedules and accompany them to doctor's visits for checkups and daily rehab exercises.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Provided safe mobility support to help patients move around personal and public spaces.
- Assisted patients with self-administered medications.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care, and personal grooming.
- Entrusted to handle confidential and sensitive situations in professional matters.
- Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information.
- Implemented physical therapy to support patient improvement in muscle tone, range of motion and injury recovery.
- Scheduled daily and weekly care hours for client caseload.
- Maintained entire family's schedule and organized events.
Technical Support II
Convergys Corporation
10.2013 - 04.2014
- Responsible for providing technical assistance and support related to computer systems, hardware, or software.
- Provides technical expertise on a subject or technology via phone, e-mails, and remote access.
- Response to queries runs diagnostic programs, isolates problems, and determines and implements solutions.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Diagnosed and troubleshot hardware, software, and network issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Researched and identified solutions to technical problems.
Education
Office Administration in Health Services - Health Care Administration
Mohawk College
Hamilton, ON08.2023
Live-in Caregiver - NC II Certificate -
Riverside College
Bacolod City, Philippines02.2020
Bachelor of Science - Nursing
Riverside College
Bacolod City, Philippines03.2008
Skills
- Proficient in Microsoft Office Application
- Use interpersonal and client service skills to respond to the diverse needs of clients, their family members, and the health care team
- Manage scheduling, coordination, and organization of administrative tasks and workflow within specific deadlines and according to set priorities
- Respond to written, spoken, or visual messages that ensure effective communication
- Locate, select, organize, and document information using appropriate technology and information systems
Certification
- Food Handler Certification /Certificate #: 153618 (August 2022 - 2027), Hamilton, ON
- Typing Certificate (Speed of 44 nwpm with 98% accuracy for 3 minutes)
- A.O.D.A / WHMIS / FIRE & SAFETY AWARENESS / VIOLENCE AND HARRASMENT IN THE WORKPLACE CERTIFICATE
(June 2023) Mohawk College,Hamilton, ON - Worker Health and Safety Awareness in 4 Steps (June 2023)
- Standard First Aid Training and Basic Life Support Certification (2020) Riverside College, Philippines
- Leadership Training Program (2019)
IQOR Philippines - Disaster Preparedness and Emergency Response Training/Seminar Conducted by Philippine Coast Guard Auxiliary (PCGA) 602nd Squadron Division – 602.1 Division - NERA Training Team (2008) San Carlos City, Philippines
- Search and Rescue Training Conducted by Philippine Air Force - Air Force Reserve Command, Reserve Airlift Tactical Support Group (2008) San Carlos City, Philippines
- Nursing Leadership & Management Seminar: Challenges of 21st Century & Nursing Leadership & Management Seminar: Peri-operative Nursing (2008) Riverside College, Philippines
Timeline
Dietary Aide/Server
Aberdeen Gardens Retirement Residence
08.2022 - Current
Technical Support II
Convergys Corporation
10.2013 - 04.2014
Customer Service Associate
IQOR Ph / Convergys /Transcom Worldwide
09.2009 - 03.2022
Caregiver
PRIVATE CAREGIVER
09.2009 - 06.2014
Office Administration in Health Services - Health Care Administration
Mohawk College
Live-in Caregiver - NC II Certificate -
Riverside College
Bachelor of Science - Nursing
Riverside College
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