Jessica Jean Magno
Registered Nurse - Philippines
Tarlac City
Summary
Efficiently coordinate with healthcare professionals to advance patient care. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Operations Manager
Foundever (formerly Known As Sitel)
11.2022 - 02.2024
- Creating and leading performance review with clients
- Building and maintaining collaborative relationship with clients
- Performance analysis and reporting to stakeholders
- Creating and managing schedules of staffs
- Monitored employee productivity and optimized procedures to reduce costs
- Developed and maintain operational guidelines for staff.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Managing and tracking financials
- Creating and implementing new processes to improve performance/efficiency
Coach/Supervisor/Team Manager
Foundever (formerly Known As Sitel)
02.2019 - 11.2022
- Encouraged everyone to cultivate strong work ethic by demonstrating diligence, patience, and respect for others
- Analyzed and evaluated team performance metrics to identify areas of improvement
- Provided both affirmative and constructive feedback to develop and improve our Team's skills in providing the best customer experience
- Monitored team practices to establish high level of performance.
- Provided guidance to clients in overcoming challenges and identifying opportunities.
- Analyzed client feedback to adjust coaching sessions accordingly.
Call Quality Analyst
Foundever (formerly Known As Sitel)
12.2016 - 02.2019
- Monitored associates transactions to ensure our clients PCI and PII are protected
- Monitored and provided recommendation to ensure the standards of Customer Services are maintained and upheld on all transactions
- Created and Maintained excel dashboard to ensure integrity of data
- Created and presented easy to understand reports and graphics to keep our client updated with our performance trend
- Ensured collaboration and open communication with different departments
Sales and Customer Service Expert - Hospitality
Foundever (formerly Known As Sitel)
05.2016 - 12.2016
- Handled inbound calls from our customers in the USA and Canada
- Ensure all guest needs are met through active listening, acknowledgement, empathy, assurance and ownership
- Organized and detail-oriented with a strong work ethic.
- Worked effectively in fast-paced environments.
Sales Consultant Representative
Topsellers Plus Inc
06.2012 - 03.2016
- Catered to inbound and outbound Sales Leads
- Was one of the top Sales Consultant
- Answered customer questions about products and services, helped locate merchandise, and promoted key items
Volunteer Staff Nurse - Surgery Ward
Tarlac Provincial Hospital
11.2011 - 02.2012
- Updated patient charts with data such as medications to keep records current and support accurate treatments.
- Performed various nursing interventions such as wound dressing, vital sign monitoring, and specimen collection.
- Administered medications via oral, IV, and intramuscular injections and monitored responses.
- Implemented medication and IV administration, catheter insertion, and airway management.
- Assessed physical, psychological, physiologic, and cognitive status of patients.
- Monitored patients' conditions and reported changes in physical presentation, appearance, and behavior to discuss treatment with physicians.
Volunteer Staff Nurse - Emergency Ward
Ospital Ning Capas - Tarlac
06.2011 - 09.2011
- Assessed physical, psychological, physiologic, and cognitive status of patients.
- Updated patient charts with data such as medications to keep records current and support accurate treatments.
- Administered medications via oral, IV, and intramuscular injections and monitored responses.
- Directed patient care by initiating and following through with plan of care, continuing care, and discharge instructions.
- Monitored patients' conditions and reported changes in physical presentation, appearance, and behavior to discuss treatment with physicians.
- Performed various nursing interventions such as wound dressing, vital sign monitoring, and specimen collection.
- Assisted with delivery of newborns, providing care and support for successful transition to motherhood.
Education
Bachelor of Science - Nursing
College of The Holy Spirit
Tarlac City 04.2001 -
Skills
Contract Management
Performance Reporting
Workflow Optimization
Data Analysis
Care Planning
Patient Education
Staff Management
Strategic Planning
Process Improvement
Data Analytics
Certification
Licensed Registered Nurse - Philippines
Timeline
Operations Manager
Foundever (formerly Known As Sitel)
11.2022 - 02.2024
Coach/Supervisor/Team Manager
Foundever (formerly Known As Sitel)
02.2019 - 11.2022
Call Quality Analyst
Foundever (formerly Known As Sitel)
12.2016 - 02.2019
Sales and Customer Service Expert - Hospitality
Foundever (formerly Known As Sitel)
05.2016 - 12.2016
Sales Consultant Representative
Topsellers Plus Inc
06.2012 - 03.2016
Volunteer Staff Nurse - Surgery Ward
Tarlac Provincial Hospital
11.2011 - 02.2012
Volunteer Staff Nurse - Emergency Ward
Ospital Ning Capas - Tarlac
06.2011 - 09.2011
Bachelor of Science - Nursing
College of The Holy Spirit
04.2001 -