Novena Cifra
York,ON
Summary
I'm a Nurse by profession, but I don't limit myself as a Nurse, I have worked in some of the leading BPO companies in the Philippines as Technical Support Associate. I've worked primarily for US and Australian accounts. I was also fortunate to be part of a health care account as a Clinical Nurse reviewer for pre-authorization process. I’m flexible in any given situation, patient and more than willing to learn more ideas, I believe that I can deliver whatever my clients will be asking me to do, given the chance to be part of the team will really make a difference on my career growth.
Overview
16
16
years of professional experience
Work History
CLINCIAL NURSE REVIEWER (PRE- AUTHORIZATION)
ACCESS HEALTHCARE- ATHENA HEALTH
07.2022 - 04.2024
- My main role is to review clinicals/ medical records with the Health Plan, and to verify pre certification requirements to initiate a case
- Main goal is to have the request approved for the member to have the procedure; surgery; admissions; and medication covered by the insurance.
- Played an integral role in the success of organizational initiatives aimed at improving access to care for underserved patient groups by identifying potential disparities during case reviews and offering recommendations for improvements.
- Enhanced care quality by collaborating with healthcare providers to determine appropriate treatments and interventions for patients.
- Improved patient outcomes by conducting thorough case reviews and offering clinical recommendations.
CUSTOMER SERVICE REPRESENTATIVE
UPWORK (ODESK)
06.2015 - 09.2015
- Home Based
- I worked as a home-based agent for Upwork catering services to consumers who need their documents to be Notarize
- Part of my task is to do administration works as well, creating label for FedEx and UPS carrier if necessary.
- Handled customer inquiries and suggestions courteously and professionally.
- 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.
- Updated account information to maintain customer records.
LAUNCH MANAGEMENT SPECIALIST
ARVATO BERTELSMANN
02.2015 - 09.2015
- Home Based
- I worked as a home-based agent for Upwork catering services to consumers who need their documents to be Notarize, It’s a customer service perce and appointment setting
- Part of my task is to do admin works as well, creating label for FedEx and UPS carrier if necessary.
- Reduced operational costs by identifying areas for improvement and implementing cost-saving measures.
- Evaluated employee performance regularly, providing constructive feedback for continuous improvement.
TECHNICAL SUPPORT SPECIALIST
CONVERGYS
11.2013 - 12.2014
- My role as a Tech support Executive is to cater tech support services for an Australian (Optus) Telecommunications Consumers
- Our goal is to help clients with their mobile Internet, email, broadband connections issues
- We also support minor billing concerns and up selling
- Part of my responsibility is to send Technicians, creating ticket for Network Engineers.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
TECHNICAL SUPPORT SPECIALIST
TELETECH
10.2012 - 09.2013
- Back in 2012 I started working for an American Telecommunication Company (At&T)
- My role as a Technical Support representative is to help our consumers with their mobile Internet, home Internet, VoIP, email issues and tv sets
- Part of my role is to dispatch technicians if needed
- Up selling is part of our task at the same time.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
CATHETERIZATION LABORATORY NURSE
SAUDI GERMAN HOSPITAL - RIYADH
07.2008 - 12.2011
- I worked as a Scrub Nurse in the Catheterization Laboratory assisting Doctors to perform less invasive procedures to fix our patient's heart
- I also handled the x-ray department performing some procedures.
- Performed routine wound care and dressing changes on schedule.
- Educated patients on disease management, self-care techniques, and wellness strategies to improve long-term health outcomes.
- Implemented infection control measures that significantly reduced hospital-acquired infections.
- Administered medications via oral, IV, and intramuscular injections and monitored responses.
Education
Bachelor of Science in Nursing -
La Consolacion University of The Philippines
PHILIPPINES01.2007
Primary and Secondary -
St. Mary’s College of Baliuag
PHILIPPINES01.2002
Skills
- Excellent English communication skills both written and oral
- Attentive to details
- Outstanding customer service skills and leadership qualities
- Exceptional decision-making skills
- Proficient in office applications, eg, Word, Excel
- Nursing Documentation
- Medical record review
- Vital signs monitoring
Languages
English
Full Professional
Timeline
CLINCIAL NURSE REVIEWER (PRE- AUTHORIZATION)
ACCESS HEALTHCARE- ATHENA HEALTH
07.2022 - 04.2024
CUSTOMER SERVICE REPRESENTATIVE
UPWORK (ODESK)
06.2015 - 09.2015
LAUNCH MANAGEMENT SPECIALIST
ARVATO BERTELSMANN
02.2015 - 09.2015
TECHNICAL SUPPORT SPECIALIST
CONVERGYS
11.2013 - 12.2014
TECHNICAL SUPPORT SPECIALIST
TELETECH
10.2012 - 09.2013
CATHETERIZATION LABORATORY NURSE
SAUDI GERMAN HOSPITAL - RIYADH
07.2008 - 12.2011
Bachelor of Science in Nursing -
La Consolacion University of The Philippines
Primary and Secondary -
St. Mary’s College of Baliuag
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