Melvin Martinez
Truro,Canada
Summary
Experienced registered nurse with a background in long-term care and hospital settings. Possessing a Bachelor of Science in Nursing, I have gained 1 year of valuable experience in a hospital setting and an additional 3 years as a pre-certification nurse. My expertise extends beyond healthcare, as I have also spent 3 years in a managerial position within the BPO industry, overseeing multiple teams. During this time, I successfully developed and implemented effective policies that contributed to the overall success of both the company and department. Through diverse experiences in healthcare and customer service, I have had the opportunity to connect with individuals from various backgrounds, positively impacting the lives of patients. Enthusiastic about expanding knowledge and understanding while reaching out to more people in need.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Registered Nurse - Full Time
GEM Health Care Group
11.2023 - Current
- Performed duties aligned with the Nursing home’s philosophy.
- Encouraged multidisciplinary collaboration in developing care plans.
- Efficiently coordinates departmental services to meet client needs for physical, spiritual, emotional, and social well-being.
- Administered and assessed residents' medication needs.
- Responsible for consulting in delegation of associated tasks concerning PD.
- Maintained comprehensive records including Nursing Care Plans and Progress notes.
- Responsible for delegation of tasks to appropriate staff members to ensure that all Doctor’s order are carried out. ie. medication reviews, physical updates, blood work requisitioning, referrals, double checking all orders, etc.
- Collaborated with staff for effective Client Care Planning.
- Executes transfer and discharge preparations.
- Assesses frequency of resident observations linked to their health status.
- Gathered data essential for physician's diagnosis.
- Responsible for maintaining open lines of communication both within the nursing department as well as with all other departments.
- Coordinated staffing schedules to maintain optimal coverage.
- Ensured complete discretion in handling resident information.
- Conducted comprehensive evaluations for all subordinate nursing staff.
- Monitored and recorded well-being of ill patients throughout the week.
- Maintained cleanliness standards for all operational devices.
- Kept PD skills updated as per program schedule.
- Complies with risk management programs ensuring health and safety of employees, residents, and visitors.
- Demonstrates expertise in ensuring proper equipment safety protocols.
- Ensured compliance with Nursing procedures as per the Policy and Procedure Manual.
- Facilitated staff education by pinpointing areas for enhancement and reporting to the director of Care.
- Contributed actively to various committees at The Mira.
- Engages in all scheduled staff discussions.
- Participated in and organized educational programs.
- Completed all staff accident reports, including WCB.
Customer Service Manager
BrainFinance
07.2019 - 02.2022
- Supervised 10-18 employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Followed through with client requests to resolve problems
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Identifying opportunities within the customer service department and developing and implementing solutions
- Coaching and training agents on weekly basis
- Creating a schedule for the CS Team monthly
- Conducting monthly meetings with the whole team
- Responsible for the timesheet and payroll for the team
Customer Service Representative
NCO Group
12.2017 - 12.2018
- Answered constant flow of customer calls with minimal wait times
- Responded to customer requests for products, services, and company information
- Offered advice and assistance to customers, paying attention to special needs or wants
- Provided primary customer support to internal and external customers
Operator
ITF Technologies
07.2016 - 12.2018
- Stripping different types of fibers
- Preparing fibers for writing to encode serial numbers
- Recoating the striped areas on the fibers
Nurse
EXL
01.2014 - 10.2015
- Assisting Nurses/Doctors for precertification inpatient and outpatient admission
- Providing customer service to healthcare professionals through inbound calls
- Providing details about the status of the precertification
- Worked well in a team setting, providing support and guidance
- Proven ability to develop and implement creative solutions to complex problems
- Worked effectively in fast-paced environments
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
Nurse
Wipro
11.2012 - 12.2013
- Providing healthcare professionals (nurses, doctors, members) pertinent information regarding benefits, eligibility, claims status, and issues
- Assisting other team in terms of process knowledge
- Doing timely coaching for the team member who needs assistance with the process
- Doing side by side call listening with random team members
- Developed and maintained courteous and effective working relationships
- Strengthened communication skills through regular interactions with others
- Passionate about learning and committed to continual improvement
- Proven ability to learn quickly and adapt to new situations
Technical Support Representative
Convergys
06.2010 - 08.2012
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Assisted customers in identifying issues and explained solutions to restore service and functionality
Nurse
Vicente Gustillo District Hospital
04.2009 - 05.2010
- Company Overview: Philippines
- Administered medications via oral, IV, and intramuscular injections and monitored responses
- Collaborated with physicians to quickly assess patients and deliver appropriate treatment while managing rapidly changing conditions
- Updated patient charts with data such as medications to keep records current and support accurate treatments
- Assessed patients to determine individual needs and develop care plans in coordination with multidisciplinary healthcare professionals
- Philippines
Education
Bachelor of Science - Nursing
University of Cebu
Cebu Philippines04.2008
Skills
- Customer Relationship Management (CRM)
- Interpersonal Communication
- Discharge planning
Patient assessment
Patient and family advocacy
Patient care planning
Certification
- New York State Education Department, March 1, 2023 - February 28, 2026, #874903
- New York State Nurses Assoc NYS Child Abuse: Identification and Reporting
- New York State Nurses Assoc NYS Infection Control Training for Healthcare Professionals
- Nova Scotia College of Nursing, November 1, 2024 - October 31, 2025, #112827
- U-First Training, March 2024
- BLS Certification, May 18, 2024 - May 18, 2026 #2185898
- Nonviolent Crisis Intervention Training, April 2024
- Gentle Persuasive Approaches (GPA) in Dementia Care: Supporting Persons with Responsive Behaviors - Advanced Gerontological Education (AGE) Inc., June 2024, #501149
- Organizational Development and Facility Palliative Champion Team (PCT) - SPA LTC, October 2024
- PPS Training - SPA LTC, October 2024
- ACP in persons Living with Dementia - SPA LTC, October 2024
- SPA-LTC Health Care Worker (HCW) and Palliative Education Program SPA-LTC Health Care Worker (HCW) and Palliative Education Program
SPA LTC, October 2024
Languages
English
Full Professional
Timeline
Registered Nurse - Full Time
GEM Health Care Group
11.2023 - Current
Customer Service Manager
BrainFinance
07.2019 - 02.2022
Customer Service Representative
NCO Group
12.2017 - 12.2018
Operator
ITF Technologies
07.2016 - 12.2018
Nurse
EXL
01.2014 - 10.2015
Nurse
Wipro
11.2012 - 12.2013
Technical Support Representative
Convergys
06.2010 - 08.2012
Nurse
Vicente Gustillo District Hospital
04.2009 - 05.2010
- New York State Education Department, March 1, 2023 - February 28, 2026, #874903
- New York State Nurses Assoc NYS Child Abuse: Identification and Reporting
- New York State Nurses Assoc NYS Infection Control Training for Healthcare Professionals
- Nova Scotia College of Nursing, November 1, 2024 - October 31, 2025, #112827
- U-First Training, March 2024
- BLS Certification, May 18, 2024 - May 18, 2026 #2185898
- Nonviolent Crisis Intervention Training, April 2024
- Gentle Persuasive Approaches (GPA) in Dementia Care: Supporting Persons with Responsive Behaviors - Advanced Gerontological Education (AGE) Inc., June 2024, #501149
- Organizational Development and Facility Palliative Champion Team (PCT) - SPA LTC, October 2024
- PPS Training - SPA LTC, October 2024
- ACP in persons Living with Dementia - SPA LTC, October 2024
- SPA-LTC Health Care Worker (HCW) and Palliative Education Program SPA-LTC Health Care Worker (HCW) and Palliative Education Program
SPA LTC, October 2024
Bachelor of Science - Nursing
University of Cebu
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