Kelly Rose Radovan
Customer Service Representative, Virtual Assistant, Registered Nurse
Santa Barbara,Iloilo
Summary
With a decade of experience in diverse roles spanning various fields, including Online Shop Customer Service Representative, Campaigns Ads Virtual Assistant, Public Health Unit Nurse, Secretary-in-Charge of Customer/Client/Patient Satisfaction Survey, Training, Research, and Affiliation Officer, Triage Nurse, Research Ethics Review Committee Secretary-in-Charge, and PHU Administrative Aide, I have developed a profound understanding of customer needs. My expertise and unwavering dedication to excellence in customer satisfaction have led to a proven history of implementing impactful enhancements that enhance the overall customer experience. Central to my professional values is the priority placed on customer satisfaction. My effective multitasking skills, commitment to upholding ethical and professional relationships, and enthusiasm for nurturing lasting customer satisfaction position me as a valuable asset to any organization I engage with.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Crown & Canvas
04.2023 - 03.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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.
- Responded to customer requests for products, services, and company information.
- Proficient in managing Shopify orders and processing returns.
- Proficient in handling refunds, exchanges, store credit, and discounts utilizing Shopify.
- Experienced in processing returns and exchanges efficiently through the return portal, specifically Loop Returns and WISE.
- Skilled in providing email support using Gorgias, encompassing Instagram, Facebook Messenger, Gmail, live chat, and web messages.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
Customer Service Representative
The Cloudsharks
7 2022 - 12.2022
- Greeted customers, helped locate merchandise, and suggested suitable options
- Provided primary customer support to internal and external customers
- Responded to customer requests for products, services, and company information
- Learned and adapted quickly to new technology and software applications
- Identified issues, analyzed information and provided solutions to problems
- Paid attention to detail while completing assignments
- Self-motivated, with a strong sense of personal responsibility
- Skilled at working independently and collaboratively in a team environment
- Worked effectively in fast-paced environments.
Virtual Assistant
So Social Advertising
09.2021 - 07.2022
- Responded to customer requests for products, services, and company information
- Offered advice and assistance to customers, paying attention to special needs or wants
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Handled customer inquiries and suggestions courteously and professionally
- Promptly responded to inquiries and requests from prospective customers
- Exhibited high energy and professionalism when dealing with clients and staff
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Training, Research and Affiliation Officer
Western Visayas Sanitarium and General Hospital
04.2021 - 06.2021
- Prepared and presented supplementary learning material to support structured lessons
- Monitored and reported trainee progress, introducing new learning tools to address individual needs
- Developed effective training plans based on department needs and objectives
- Delivered instructional presentations on equipment use, focusing on efficiency and safety
- Tracked attendance and evaluated progress for assigned trainees
- Introduced standardized training for cohesive learning environments
- Monitored participant workflow and behaviors throughout training process
- Recorded and edited videos to facilitate remote learning.
Triage Nurse
Western Visayas Sanitarium and General Hospital
02.2021 - 04.2021
- Scheduled appointments for patients not requiring emergency services but needing examination from provider and consulting directly with provider
- Quickly responded to situations impacting safety and security to unit, actualizing crisis prevention interventions to control and de-escalate situations
- Performed triage on incoming patients and determined severity of injuries and illnesses
- Followed all personal and health data procedures to effectively comply with HIPAA laws and prevent information breaches
- Facilitated therapeutic communication, conflict resolution and crisis intervention by redirecting negative behaviors and helping patients regain or improve coping abilities
- Provided skilled, timely and level-headed emergency response to critically-ill patients
- Led teams in driving successful patient outcomes by prioritizing standard of care and best practices.
- Enhanced patient satisfaction by efficiently prioritizing and addressing urgent medical concerns in a timely manner.
- Performed additional clinic and non-triage nurse duties such as instructing patients in general and specific medical care and health issues .
- Improved patient satisfaction by providing compassionate care and clear communication during triage process.
- Enhanced patient flow efficiency by accurately assessing and prioritizing patient cases upon arrival.
- Obtained case history and gathered triage information to determine appropriate avenue for care.
- Reduced wait times for patients by swiftly assessing their conditions and directing them to appropriate care providers.
- Reduced patient anxiety with effective communication techniques and thorough explanation of care processes.
- Maintained a calm and professional demeanor during high-stress situations, effectively managing patient expectations and alleviating concerns.
Patient Satisfaction Survey Committee-Secretary
Western Visayas Sanitarium and General Hospital
02.2016 - 06.2020
- Developed and maintained courteous and effective working relationships
- Provided professional services and support in a dynamic work environment
- Worked well in a team setting, providing support and guidance
- Worked effectively in fast-paced environments
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Acted as a team leader in group projects, delegating tasks and providing feedback
- Demonstrated respect, friendliness and willingness to help wherever needed
- Self-motivated, with a strong sense of personal responsibility
- Gained strong leadership skills by managing projects from start to finish
- Adaptable and proficient in learning new concepts quickly and efficiently
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
- Maintained office supplies inventory by checking stock and ordering new supplies
- Provided clerical support to company employees by copying, faxing, and filing documents
- Assisted coworkers and staff members with special tasks on daily basis
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Managed correspondence effectively, maintaining organized records of all communications related to committee activities.
- Supported decision-making processes with thorough research and information gathering for committee members.
Public Health Unit Nurse
Western Visayas Sanitarium and General Hospital
07.2016 - 05.2020
- Met with members of public and local leaders at various community events and discussed ways to reduce illness, food contamination and obesity
- Prevented illness by educating public on healthy practices to stop disease
- Designed educational materials used to inform policymakers and community stakeholders
- Collected and organized quality data from multiple sources and disseminated to appropriate individuals
- Designed client satisfaction surveys, preserving confidentiality of participants and program information
- Safely administered flu and pneumonia vaccinations, providing education to customers on vaccines, dosage, indications, precautions, contraindications and potential side effects
- Reviewed patient records for unusual issues, cluster infections and known pathogens so that outbreaks could be remedied quickly
- Executed hospital prevention and health promotion programs to improve awareness of health-related issues and conditions
- Coordinated work groups and outreach activities
- Collected, organized and disseminated quality data from multiple sources
- Educated community members about environmentally-related health issues
- Created fact sheets, media advisories, and brochures.
- Improved patient satisfaction scores through effective communication, empathy, and active listening skills.
- Implemented evidence-based practices to reduce the risk of infections in high-risk patients.
- Participated in quality improvement initiatives aimed at enhancing unit performance metrics related to patient safety measures like falls prevention or pressure ulcer prevention programs.
- Educated patients about their conditions, medications, treatments, and self-care strategies to foster understanding and compliance with care plans.
- Educated family members and caregivers on patient care instructions.
Research Ethics Review Committee-Secretary
Western Visayas Sanitarium and General Hospital
07.2016 - 07.2020
- Managed time efficiently in order to complete all tasks within deadlines
- Excellent communication skills, both verbal and written
- Adaptable and proficient in learning new concepts quickly and efficiently
- Demonstrated strong organizational and time management skills while managing multiple projects
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Performed site monitoring visits to verify adherence to clinical research protocols and good clinical practice (GCP) guidelines
- Advised medical officers, nurses and students on ethical concerns pertaining to research considerations
- Handled daily scheduling tasks and provided administrative support for entire department
- Responded to emails and other correspondence to facilitate communication and enhance business processes
- Provided clerical support to company employees by copying, faxing, and filing documents
- Scheduled appointments and conducted follow-up calls to clients
- Maintained electronic filing systems and categorized documents
- Created and updated records and files to maintain document compliance.
Employee's Clinic Nurse
Western Visayas Sanitarium and General Hospital
06.2016 - 05.2020
- Partnered with support technicians, nursing staff and social workers to coordinate services
- Improved patient well-being by offering advice on preventive health measures
- Verified work of subordinates against quality guidelines
- Observed and assessed patients to identify concerning symptoms
- Planned and implemented patient care to treat conditions or mitigate symptoms
- Administered medications and topic treatments to address patient symptoms
- Educated patients, families and caregivers about conditions and treatments
- Educated family members and caregivers on patient care instructions
- Recorded details regarding therapies to keep patient charts updated
- Explained course of care and medication side effects to patients and caregivers in easy-to-understand terms
- Observed and documented patient factors such as diets, physical activity levels and behaviors to understand conditions and effectively modify treatment plans.
Hospital Public Health Unit Administrative Aide
Western Visayas Sanitarium and General Hospital
02.2016 - 05.2016
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Learned and adapted quickly to new technology and software applications
- Demonstrated a high level of initiative and creativity while tackling difficult tasks
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Proved successful working within tight deadlines and a fast-paced environment
- Organized and detail-oriented with a strong work ethic
- Gained extensive knowledge in data entry, analysis and reporting
- Excellent communication skills, both verbal and written
- Paid attention to detail while completing assignments
- Provided professional services and support in a dynamic work environment.
General Ward Nurse
Western Visayas Sanitarium and General Hospital
, Philippines
08.2020 - 09.2021
- Evaluated, implemented and designed tailored health care plans specific to patient needs and concerns
- Documented nursing services provided and uploaded to comprehensive tracking systems for health records and billing
- Helped patients eat and drink when necessary for safe consumption of food consistent with recovery guidelines
- Remained calm during high-stress, critical situations, demonstrating sustained focus and problem-solving in real-time
- Demonstrated and instructed patients and family members on proper protocols for home maintenance and care after discharge
- Recorded vital signs, monitored changes and communicated to physicians immediately
- Maintained constant communication with physician and other members of care team
- Explained course of care and medication side effects to patients and caregivers in easy-to-understand terms
- Used first-hand knowledge and clinical expertise to advocate for patients under care and enacted prescribed treatment strategies
- Educated family members and caregivers on patient care instructions
- Quickly responded to situations impacting safety and security to unit, actualizing crisis prevention interventions to control and de-escalate situations
- Implemented care plans for patient treatment after assessing physician medical regimens
- Provided skilled, timely and level-headed emergency response to critically-ill patients
- Documented treatments delivered, medications and IVs administered, discharge instructions, and follow-up care
- Recorded details regarding therapies to keep patient charts updated
- Observed and documented patient factors such as diets, physical activity levels and behaviors to understand conditions and effectively modify treatment plans
- Promoted patient and family comfort during challenging recoveries to enhance healing and eliminate non-compliance problems
- Monitored patient reactions after administering medications and IV therapies.
Registered Nurse, COVID-19 Ward
Western Visayas Sanitarium and General Hospital
, Philippines
09.2020 - 01.2021
- Administered medications via oral, IV, and intramuscular injections and monitored responses
- Maintained quality care and comfort for patients with heart failure, pulmonary hypertension, and other conditions
- Advised patients and caregivers of proper wound management, discharge plan objectives, safe medication use, and disease management
- Collaborated with physicians to quickly assess patients and deliver appropriate treatment while managing rapidly changing conditions
- Administered medications and treatment to patients and monitored responses while working with healthcare teams to adjust care plans
- Updated patient charts with data such as medications to keep records current and support accurate treatments
- Evaluated healthcare needs, goals for treatment, and available resources of each patient and connected to optimal providers and care
- Managed care from admission to discharge
- Organized and managed care of patients undergoing various therapies and procedures
- Implemented medication and IV administration, catheter insertion, and airway management
- Provided direct patient care, stabilized patients, and determined next course of action.
Education
Bachelor of Science - Nursing
Central Philippine University
Iloilo City, Province Of Iloilo, Philippines04.2013
Master of Arts - Nursing
Central Philippine University
Iloilo City, Province Of Iloilo, Philippines04.2019
Skills
Work Coordination
Report Preparation
Information Verification
Decision-Making
Attention to Detail
Adaptability and Flexibility
Organizational Skills
Effective Communication
Task Prioritization
Professionalism
Written Communication
Continuous Improvement
Customer Service
Complaint resolution
Customer Relations
Data Collection
Complaint Handling
Customer Relationship Management (CRM)
Live chat support
Follow-up skills
Microsoft Office Suite
Order Processing
Escalation management
Order Fulfillment
Shipping and Logistics
Minute Taking
Report creation
Shipping procedures understanding
Meeting Management
Policy understanding
Fast Learner
Multitasking and Time Management
Customer and client relations
Database entry
Order Placement
Decision-making support
Languages
English
Advanced (C1)
Tagalog
Advanced (C1)
Hiligaynon
Advanced (C1)
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up emails.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Patient Advocacy - Explained treatment procedures, medication risks, special diets and physician instructions to patients.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeLocation Preference
RemoteImportant To Me
Work-life balanceCompany CultureFlexible work hoursWork from home optionCareer advancementPersonal development programsTimeline
Customer Service Representative
Crown & Canvas
04.2023 - 03.2024
Virtual Assistant
So Social Advertising
09.2021 - 07.2022
Training, Research and Affiliation Officer
Western Visayas Sanitarium and General Hospital
04.2021 - 06.2021
Triage Nurse
Western Visayas Sanitarium and General Hospital
02.2021 - 04.2021
Registered Nurse, COVID-19 Ward
Western Visayas Sanitarium and General Hospital
09.2020 - 01.2021
General Ward Nurse
Western Visayas Sanitarium and General Hospital
08.2020 - 09.2021
Public Health Unit Nurse
Western Visayas Sanitarium and General Hospital
07.2016 - 05.2020
Research Ethics Review Committee-Secretary
Western Visayas Sanitarium and General Hospital
07.2016 - 07.2020
Employee's Clinic Nurse
Western Visayas Sanitarium and General Hospital
06.2016 - 05.2020
Patient Satisfaction Survey Committee-Secretary
Western Visayas Sanitarium and General Hospital
02.2016 - 06.2020
Hospital Public Health Unit Administrative Aide
Western Visayas Sanitarium and General Hospital
02.2016 - 05.2016
Bachelor of Science - Nursing
Central Philippine University
Master of Arts - Nursing
Central Philippine University
Customer Service Representative
The Cloudsharks
7 2022 - 12.2022