Terra Carnie
Calgary,AB
Summary
Detail-oriented Licensed Practical Nurse (LPN) with over 10 years of patient care experience, transitioning to Information Technology. Solid foundation in problem-solving, teamwork, and communication. Passionate about utilizing technology to streamline processes and enhance user experience. Unique perspective from healthcare to the IT field.
Overview
21
21
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
Work History
Licensed Practical Nurse
Alberta Health Services
Calgary, Alberta
12.2013 - Current
- Collaborate with multidisciplinary healthcare team members, including physicians, medical assistants, and administrative staff, to coordinate patient care and treatment plans.
- Document patient interactions, assessments, and interventions accurately using electronic medical documentation system (EMR).
- Trained as a 'Super User,' designated to help teach other healthcare staff how to effectively transition and use the new EMR system.
- Communicate effectively with patients and their families to address questions, concerns, and provide emotional support during their visits, and before discharge home.
- Participation in a working group program for improving nursing handover reports, including information transfer, for the recovery room nurses handing over patient report to day surgery.
- Strong time management, prioritization, and organization skills.
- Able to demonstrate high standards of professionalism and diligence, with the ability to work in a fast-paced, stressful, and challenging environment.
- Successfully mentored and guided four nursing students through clinical rotations, providing hands-on training in patient care and nursing best practices.
- Member of the Health and Safety Committee, responsible for keeping our workplace safe, educating staff on new, existing, and changing policies, and following current policies and guidelines.
- Adhere to clinic protocols, standards of care, and regulatory requirements.
- Assist in administrative tasks, such as booking follow-ups/labs, printing and mailing requisitions, answering phone calls, and answering messages from physicians.
- Stay updated on advances in healthcare through continuing education and professional development.
Technical Support Representative
Shaw Communications Inc
Calgary, Alberta
08.2011 - 03.2012
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Trainer for new employees, helping teach with live calls on the floor.
- Wrote trouble tickets for client house calls to further troubleshoot customer issues.
Customer Service Representative
Point2 Technologies
12.2010 - 08.2011
- Answered calls from real estate agents and assisted them with their billing, website editing, and account updates/changes.
- Answered general questions about Point2 products and helped resolve technical issues. Responded to email tickets submitted to the customer care support team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Call Center Representative
AT&T Mobility
09.2003 - 10.2004
- Provided information regarding the proper use, repair, and features of customer equipment.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Received many company achievement awards for delivery of exceptional customer service, including achieving top three CCR out of 800 employees.
Education
Practical Nurse Diploma Program - Nursing
Bow Valley College
Calgary, AB 08.2011 - 09.2013
Studied Therapeutic Recreation -
SIAST Kelsey Campus Saskatoon
Saskatoon, SK 01.2008 - 01.2009
Studied Kinesiology and Health Studies -
University of Regina
Regina, SK 01.2005 - 01.2006
Skills
Excellent Communication
Teamwork and Collaboration
Organizational skills
Operating Systems: Microsoft Windows and macOS
Analytical and Critical Thinking
Multitasking
Attention to Detail
Certification
Active registration and practice permit with the College of Licensed Practical Nurses of Alberta (CLPNA)
Timeline
Licensed Practical Nurse
Alberta Health Services
12.2013 - Current
Technical Support Representative
Shaw Communications Inc
08.2011 - 03.2012
Practical Nurse Diploma Program - Nursing
Bow Valley College
08.2011 - 09.2013
Customer Service Representative
Point2 Technologies
12.2010 - 08.2011
Studied Therapeutic Recreation -
SIAST Kelsey Campus Saskatoon
01.2008 - 01.2009
Studied Kinesiology and Health Studies -
University of Regina
01.2005 - 01.2006
Call Center Representative
AT&T Mobility
09.2003 - 10.2004
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