Summary
Overview
Work History
Education
Skills
Certification
Timeline
RegisteredNurse

KENJI AGUIRRE

REGISTERED NURSE
PARANAQUE CITY

Summary

Driven, hardworking and a Registered Nurse bringing demonstrated patient care, medication monitoring and treatment management expertise. Adaptable and resilient with strong attention to detail, clinical expertise and emergency response experience.

Overview

15
15
years of professional experience
14
14
years of post-secondary education
25
25
Certifications

Work History

Staff Nurse

Paranaque Doctors Hospital
Paranaque City
02.2023 - Current
  • 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.
  • Assessed physical, psychological, physiologic, and cognitive status of patients.
  • 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.
  • Educated patients, families and caregivers on diagnosis and prognosis, treatment options, disease process, and management and lifestyle options.
  • Implemented medication and IV administration, catheter insertion, and airway management.
  • Administered medications via oral, IV, and intramuscular injections and monitored responses.
  • Participated in hospital committees to recommend quality improvement initiatives.
  • Collaborated with physicians, pharmacists and therapists to deliver quality, evidence-based care.
  • Coordinated patient discharge planning to provide post-discharge patient care, promoting healing and recovery.
  • Collected blood, tissue, and other laboratory specimens and prepared for lab testing.
  • Developed and implemented individualized patient care plans for optimal outcomes.
  • Documented treatments delivered, medications and IVs administered, discharge instructions, and follow-up care.
  • Conveyed treatment options, diagnosis information and home care techniques to patients and caregivers to continue care consistency.
  • Recorded details regarding therapies to keep patient charts updated.
  • Promoted patient and family comfort during challenging recoveries to enhance healing and eliminate non-compliance problems.
  • Educated family members and caregivers on patient care instructions.
  • Communicated with healthcare team members to plan, implement and enhance treatment strategies.
  • Evaluated patient histories, complaints, and current symptoms.
  • Managed patients recovering from medical or surgical procedures.
  • Followed all personal and health data procedures to effectively comply with HIPAA laws and prevent information breaches.
  • Provided skilled, timely and level-headed emergency response to critically-ill patients.
  • Implemented care plans for patient treatment after assessing physician medical regimens.
  • Equipped patients with tools and knowledge needed for speedy and sustained recovery.
  • Quickly responded to situations impacting safety and security to unit, actualizing crisis prevention interventions to control and de-escalate situations.
  • Observed and documented patient factors such as diets, physical activity levels and behaviors to understand conditions and effectively modify treatment plans.
  • Monitored patient reactions after administering medications and IV therapies.
  • Used first-hand knowledge and clinical expertise to advocate for patients under care and enacted prescribed treatment strategies.

Team Leader

Cognizant Technology Solutions
Taguig City
05.2022 - 02.2023
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Reported to Service Delivery Manager and Team Manager.
  • Responsible for managing Inbound and Outbound activity to ensure quality of day to day service delivery while initiating process improvements to improve team related metrics.
  • Ensured the team is aligned to the goals set by the customer and business and provided exemplary support to customers.
  • Executed standard responsibilities independently under established guidelines for self and team with regular reviews. Referred to Supervisor typically for specific interventions/exceptions.
  • Handled Supervisory calls and reported to Manager on performance, status and any escalations.
  • Ensured process related metrics for the team (as agreed with the client) are met.
  • Get trained and certified on client processes. Acted as back up for QA and Trainer.
  • 100% compliant to the Average Handle Time (Overall Team) and Average Speed of Answer (Overall Team).
  • Ensured schedule adherence for the Team through leave management and rostering.
  • Measured and Managed impact on agreed service levels.
  • Average defect rate for the team should be maintained.
  • Managed employee retention and engagement (manage attrition within a target range, C-pulse score higher than the previous year's score).
  • Contributed to recruitment (measure through participation in screening and interviewing candidates).
  • Identified development needs and ensured training fulfillment for the team (to be tracked against the training plan).
  • Average Speed of Answer (ASA), Managed impact on service levels and abandonment.
  • Conducted team building activities to enhance motivation.
  • Ensured seat utilization is greater than 1.
  • Completed all mandatory trainings/certifications, as applicable.
  • Identified and initiated process improvements that add value to the customer and conduct internal reviews/meetings to identify gaps and disseminate updates.
  • Inspection and Audit interviews.
  • Assisted in preparing responses for Corrective Action Plan issues as required.
  • Worked with and participated in meetings with the appropriate Client contacts on an as needed basis.
  • Identified competencies in the team and assigned responsibilities according.

Team Leader

Concentrix
Bacolod City
11.2020 - 02.2022
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Held weekly team meetings to inform team members on company news and updates.
  • Reviewed, implemented and updated company records related to team activities for future reference.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
  • Promoted high standards through personal example to help each member understand expected behaviors and standards.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Generated reports detailing findings and recommendations.
  • Maintained database systems to track and analyze operational data.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Helped meet changing demands by recommending improvements to business systems or procedures.

Staff Nurse

Adventist Medical Center - Bacolod
Bacolod City
07.2020 - 09.2020
  • Responsible for quality patient or family healthcare delivery during shifts ensuring safe customer service which the patients would consider excellent.
  • Implemented the nursing process and utilized the approved procedures, work instructions, policies and guidelines in providing quality client or family healthcare during the shift.
  • Responsible for the proper carrying out of duties in order to maintain proper ethical and professional standards for the care of patients during the shift.
  • Documented medication administered according to the guidelines provided during the shift.
  • Provided health education and information to patients and family regarding medications administered, treatments and care activities provided.
  • Documented completed all the needed data and nursing care activities according to the nursing care standard during the shift (including incident reports and patient feedback).
  • Responsible for personal professional growth and development by reporting to duty on time, attending institutional, departmental and unit meetings and completing required updates or continuing education. This includes mastery of safety procedures and guidelines, customer relations, and organizational programs.
  • 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.
  • 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.
  • Assessed physical, psychological, physiologic, and cognitive status of patients.
  • Implemented medication and IV administration, catheter insertion, and airway management.
  • Monitored patients' conditions and reported changes in physical presentation, appearance, and behavior to discuss treatment with physicians.
  • Educated patients, families and caregivers on diagnosis and prognosis, treatment options, disease process, and management and lifestyle options.
  • Developed and implemented individualized patient care plans for optimal outcomes.
  • Collected blood, tissue, and other laboratory specimens and prepared for lab testing.
  • Collaborated with physicians, pharmacists and therapists to deliver quality, evidence-based care.
  • Participated in hospital committees to recommend quality improvement initiatives.
  • Coordinated patient discharge planning to provide post-discharge patient care, promoting healing and recovery.
  • Educated family members and caregivers on patient care instructions.
  • Conveyed treatment options, diagnosis information and home care techniques to patients and caregivers to continue care consistency.
  • Implemented care plans for patient treatment after assessing physician medical regimens.
  • Communicated with healthcare team members to plan, implement and enhance treatment strategies.
  • Offered exceptional care and support to individuals recovering from acute incidents and dealing with chronic conditions.
  • Facilitated therapeutic communication, conflict resolution and crisis intervention by redirecting negative behaviors and helping patients regain or improve coping abilities.
  • Quickly responded to situations impacting safety and security to unit, actualizing crisis prevention interventions to control and de-escalate situations.
  • Promoted patient and family comfort during challenging recoveries to enhance healing and eliminate non-compliance problems.
  • Observed and documented patient factors such as diets, physical activity levels and behaviors to understand conditions and effectively modify treatment plans.
  • Documented treatments delivered, medications and IVs administered, discharge instructions, and follow-up care.
  • Monitored patient reactions after administering medications and IV therapies.
  • Evaluated patient histories, complaints, and current symptoms.
  • Explained course of care and medication side effects to patients and caregivers in easy-to-understand terms.
  • Recorded details regarding therapies to keep patient charts updated.
  • Used first-hand knowledge and clinical expertise to advocate for patients under care and enacted prescribed treatment strategies.
  • Followed all personal and health data procedures to effectively comply with HIPAA laws and prevent information breaches.
  • Equipped patients with tools and knowledge needed for speedy and sustained recovery.

Senior Team Leader

Outsource Network and Back Office Services (ONet)
Makati City
02.2019 - 02.2020
  • Achievement of Performance Targets.
  • - Ensured that SLA's of each account is achieved.
  • - Ensured quality regulations and production metrics are complied and observed consistently.
  • - At least 85% of the accounts/campaign across each site must be able to achieve their performance targets.
  • Compliance
  • - Ensured timely submission of reports and performance appraisals required.
  • - Ensured full compliance of all mavens on all the documented policies and procedures including the necessary disciplinary action on non-compliance.
  • - Launched and implemented the improved Business Continuity Program in ONet.
  • - Identified automation initiatives and implement them relative to a new infrastructure and network design for improvement efficiency.
  • Leadership and People Management
  • - Achieved employee engagement score of 4 out of 5 in employee satisfaction and engagement.
  • - Achieved employee retention of 90% of the pool at start of account contract or attrition rate of not beyond 10%.
  • OPEX Management.
  • - Managed operating expenses within the agreed budget.
  • Managed a team of Call Center agents.
  • Be available to affect the entirety of the team's operations.
  • - Managed by walking around. Be visible to answer questions.
  • - Monitored queue and tracked inbound calls. Keep agents aware of inbound calls, call waiting, abandonment rate, etc.
  • - Motivated and encouraged agents through positive communication and feedback.
  • Met at least once each week with the team. At a minimum, reviewed the following topics:
  • - Reviewed the past week's events, including statistics, results and industry news.
  • - Disseminated new product information to the agents.
  • - Discussed a sales theme or point-of-interest topic for the agents.
  • - Introduced a new staff members.
  • - Presented commendations and awards.
  • - Communicated company information.
  • - Answered questions and comments.
  • - Provided agents with a glimpse of future weeks.
  • * Performed at least one monitoring evaluation with each agent every two weeks.
  • - Spend 30 minutes to one hour monitoring the agent.
  • - Spend 20 to 30 minutes reviewing the agent's performance with the agent. Used a formal monitoring checklist.
  • - At the conclusion, copied the checklist and put it in the agent's file.
  • - Gave the original checklist to the agent.
  • Presented to the Project Manager at the conclusion of each week a breakdown of the past week's monitoring checklists and a written performance summary of the team.
  • Presented to the Project Manager at the end of each week a breakdown of the next wee's monitoring assignments and a plan for the team.
  • - Created a forecast describing the things each agent will focused upon.
  • - Created a detailed plan of the way in which I planned to impact the team's day-by-day performance.
  • - Divided the team into three groups (Top, Middle and Bottom Performers).
  • Recruited new staff and scheduled existing staff to meet service level objectives.
  • - Interviewed and hired staff. Assessed needs/plan ahead.
  • - Developed schedules with agents each month to ensure call center objectives are covered.
  • - Scheduled residual training, departmental meets, sales trainings, and computer training.
  • * Administered training programs for new hires and existing staffs.
  • - Worked with management on refining and scheduling appropriate training sessions.
  • - Developed training documents that support call center operations.
  • - Created residual training pieces to foster growth.
  • * Developed contests, awards and themes that increase agent's loyalty and focus.
  • * Produced a quarterly "white paper" outlining the team's performance and growth. Paper should be no more than three pages long. Topics to explore include:
  • - Team performance for three-month period.
  • - Team and Individual analysis of the upcoming quarter.
  • - Supervisor disappointments of the past quarter.
  • - Supervisor successes of the past quarter.
  • - Notable team and department information.
  • * Established monthly meetings with other departments to review call center operations.
  • - Met with Human Resource to review staffing levels and employee issues.
  • - Met with peer staff to coordinate new hire, residual product, computer and sales training.
  • * Produced performance reviews as established by the Project Manager.
  • * Communicated in a timely, clear and concise manner to stakeholders including staff, directors, clients and leadership.
  • - As assigned, helped to establish service level expectations and direction. Ensured all service level expectations are clearly communicated, understood and executed.
  • - Provided up-to-date information that helps Appen staff anticipate and solve problems.
  • - Proactively provide on-the-spot positive and constructive feedback regarding both metrics-driven and behavioral issues, including communicating strengths and areas for improvement for all managers.
  • - Practiced active decision-making and delegation skills to improve program performance. Take responsibility for decisions and corrective action as needed, being considerate of all stakeholders and impacts of change.
  • - Based on business need, communicated directly with directors and/or clients, using proper escalation procedures for program-related questions as well as technical issues.
  • Conducted training for new staff on all end-to-end processes utilized in the Content Relevance operations.
  • Assisted in building and managing a proficient team of managers to drive team key performance metrics or exceeded program targets.
  • - Ensured team managers have the tools, skills, knowledge and resources to complete assigned responsibilities.
  • - Ensured regular meetings and training sessions for new and existing staff members are scheduled and appropriately facilitated.
  • - Developed training programs for managers, as needed.
  • - Took fiscal responsibility for delivering expected results to client and US-based directors.
  • - Demonstrated thought leadership to help drive efficiencies and improve process and process flow.
  • Provided daily, weekly and monthly reports and analysis as required.
  • Analyzed and evaluated statistical reports as a means to proactively identify and improve individual and roster results and improve client satisfaction.
  • Provided analysis and reporting as requested by the client and as needed for program and manager support.
  • Proactively develop and provide additional, unsolicited analysis not requested by the client to advance program performance.
  • Built, and executed day-to-day dynamic operational processes and adapted to changing client needs and expectations.
  • - As needed or as required, helped establish new and grow existing client relationships.
  • - Developed and drive quality service improvements.
  • - As needed, lead the onboarding process for new clients and new projects to include the development of client communications, establishing expectations, creating and running pilot projects, assisting with writing proposals/bids, and other functions as needed.
  • Developed and lead initiatives for program improvements and chair committee work as assigned.
  • Participated in interviewing, hiring, training and mentoring of new program staff as needed.
  • Supported program staff with process management, report management, data management and analysis and strategic planning.
  • Provided support for onsite management team including, but no limited to, attendance and vacation management, local technical support and resource management as needed.
  • Where necessary, complete additional tasks as assigned.

Team Manager

Sitel, Philippines
Makati City
01.2017 - 01.2019
  • Leads and drives the team for continuous improvements towards set goals (SLAs).
  • Monitored team performance regularly as required.
  • Responded timely and accurately to escalation of Level 2.
  • Assisted Level 2 and supported towards first call resolution through real time solution.
  • Verified problems and validated escalation prior to further escalation.
  • Escalated problems when necessary and provided assistance towards resolution.
  • Maintained a line of communication with the escalation points.
  • Identified team issues and provided direction and sound advice to the team members (mentor role).
  • Developed logical problem solving skills and trained the team members.
  • Re-echoes new client training to the team (expansion/ramp-up/process change).
  • Developed own resources and utilized creative solutions to resolve problems.
  • Efficiently managed activities and utilization of the team.
  • Adhered to client's defined processes and procedures and company policies.
  • Identified hot issues and deals with them appropriately.
  • Contributed to other projects or new program implementation, if requested.
  • Conducted weekly team meetings.
  • Performed quality monitoring of agents and feedback findings (strengths, areas of improvement).
  • Monitored agents' performance and updated their records on a regular basis.
  • Provided feedback to agents regarding performance on a regular basis.
  • Monitored technical skills of agents and recommended additional training when needed.
  • Adhered closely to daily schedules while other assigned tasks are executed on time.
  • Maintained a flexible and calm approach to problem solving.
  • Prepared reporting requirements to immediate supervisor and client.
  • Coordinated with various functional groups for team requirements.
  • Flagged up personal training requirements to immediate supervisor.
  • May be asked to perform additional work from time to time.
  • Provided ad hoc support.
  • Floor walking or visibility on the floor.
  • Conducted stand-ups before the start of the shift.
  • Should be prepared to take calls as contingents (Scheduled/Unscheduled).
  • Attended a BOC call every day.

Competency Assurance Leader

Sitel, Philippines
Makati City
09.2016 - 01.2017
  • Acts as a team manager.
  • Assisted agents in their day to day inquiry.
  • Primary role is to mentor, do call listening, provide feedback and do informal one-on-one session with the agents.
  • Assigned to do quality reviews or evaluations for the associates.
  • Handled a team of AHT outliers.
  • Attended calibration calls and certification calls for the classes being handled.

Quality Coach Apprentice

Sitel, Philippines
Makati City
03.2016 - 08.2016
  • Performed remote monitoring and service observation.
  • Provided weekly quality report to the whole team.
  • Used a quality monitoring data management system to compile and track performance at team and individual levels.
  • Responsible for preparation, analysis and timely completion and submission of internal and external quality reports for management staff review.
  • Participated in design of call monitoring formats and quality standards.
  • Performed other duties as may be assigned by the program team leaders, account supervisors and account managers.
  • Must be able to meet production per month.
  • Expected to be on the phones, as needed.
  • Performed 4 remote monitors per agent per month, and prescriptive monitoring, if needed.
  • Provided factual constructive and immediate feedback to agents every week (call coach sessions).
  • Provided actionable data to various internal support groups, as needed.
  • Handled a maximum of 30 agents.

Subject Matter Expert (SME)

Sitel, Philipppines
Makati City
03.2016 - 03.2016
  • Conducted product training in the absence of a trainer.
  • Helped the nesting class (new hire) with the following:
  • - Product-related inquiry.
  • - Preparing the associates with the product knowledge and skill prior to team dissemination.
  • - Provided mentoring and conducted daily debrief sessions.

Senior Customer Service Representative

Sitel, Philippines
Makati City
06.2015 - 03.2016
  • Handled customer's problems arising from various products supported.
  • Provided first line voice customer service.
  • Accepted inbound calls.
  • Received transactions from users regarding customer service or related needs based upon the scope of support provided by contract to Sykes' clients and ensured that all communication with customers is within the guidelines of the client.
  • Determined appropriate action to be taken on customer's behalf which may include determination of service opportunities and appropriate next steps. Informed customers of those appropriate next steps and worked with customers to achieve issue resolution.
  • Followed prescribe problem resolution procedures. Handled customer's product usage questions. Communicated with team managers, team members and other teams regarding problems, solutions and trends and communicated with co-workers to research problems and find solutions.
  • Properly escalated product issues that are not available on the knowledge base. Ensured that cases and/or callbacks are logged in accordance with the Data Quality guidelines. Reached and maintained the level of customer service skills as required for the post. Ensured that all data is collected accurately.
  • Ensured that service levels are achieved as communicated by the account.
  • Responsible for meeting established individual and team performance targets, which include customer service, productivity and quality standards. Continuously improved product know-how.
  • Adhered by client and company policies.
  • Made sure that schedule given is adhered to.
  • Attended training, workshops, seminars and focus group discussions scheduled by the team.
  • Contributed to other projects, if requested.

Customer Service Representative

Sitel, Philippines
Makati City
07.2014 - 06.2015
  • Provided first line voice customer service. Accepted inbound calls.
  • Received customer's request and determined the appropriate action to be taken to complete the customer's request.
  • Informed customers of those appropriate next steps and worked with customers to achieve issue resolution.
  • Maintained proficiency in programs, products and/ or platforms assigned and is accountable for providing a response to the customers of our clients.
  • Followed prescribe problem resolution procedures.
  • Handled customer's product usage question.
  • Communicated with team managers, team members and other teams regarding problems, solutions and tends and communicated with co-workers to research problems and find solutions.

Team Member

BA Continuum, Philippines
Taguig City
03.2013 - 05.2014
  • Received inbound calls.
  • Assisted with the activation of their credit cards both domestically and internationally.
  • Processed payments.
  • Assisted with card replacement.
  • Educated the client on how their payment is being allocated.
  • Helped with credit limit modification (increased or decrease request).
  • Safeguarding client's financial security from any fraud transactions.

Customer Service Specialist

Convergys, Philippines
Makati City
08.2011 - 03.2013
  • Received inbound calls.
  • Troubleshot devices (mobile phones) using the knowledge-based system.
  • Checked if the device is covered under the manufactures warranty and provided out of warranty options, if necessary.
  • Served as a customer trusted advisor.

Customer Service Representative

Sitel, Philippines
Pasig City
03.2010 - 12.2010
  • Received inbound calls.
  • Assisted callers with their inquiry about their software.
  • Troubleshot computers using the knowledge-based system.
  • Provided instructions on how to activate their software and in making sure that the software being used has an updated version.
  • Educated on the proper use of their license.
  • Upselling: Directed the call to customer service in obtaining genuine software/license/buying additional software/license.
  • Redirected the call to the technical support team for any technical issues with their personal computer.

English Consultant

Step by step English Learning Center, Inc.
Pasig City
05.2008 - 02.2010
  • Supervised students and instructional and clerical assistants.
  • Planned, organized and delivered programs of instruction that supported premise of high expectations for students.
  • Created and maintained learning climate that supported student learning outcomes.
  • Implemented developmentally appropriate teaching and learning activities that advanced curriculum.
  • Used positive reinforcement and provided clear feedback to help students succeed.
  • Personalized instruction based on needs, interests and capabilities of individual students.
  • Reviewed course materials and student progress to identify strengths and weaknesses for future improvements.
  • Conducted skills assessments to uncover performance gaps.
  • Encouraged students to deepen knowledge with additional learning opportunities.
  • Assigned lessons and corrected homework.
  • Provided individual mentoring and special tutoring to struggling students.
  • Conducted group lectures and small-group instruction to teach and reinforce concepts.
  • Facilitated class discussion to help students work through questions and expand understanding.

Education

Bachelor of Science - Nursing

Central Philippine Adventist College
Bacolod City
06.2003 - 03.2007

Bachelor of Science - Accountancy

Mountain View College
Mindanao
06.2002 - 03.2003

High School Diploma -

Hinigaran National High School
Negros Occidental
06.1998 - 03.2002

No Degree - Elementary School

Hinigaran SDA Multigrade School
Negros Occidental
06.1992 - 03.1998

Skills

Medication and IV administration

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Certification

Top Agent for the 4th Quarter of 2010 (Site, Philippines)

Timeline

Staff Nurse

Paranaque Doctors Hospital
02.2023 - Current

Team Leader

Cognizant Technology Solutions
05.2022 - 02.2023

Team Leader

Concentrix
11.2020 - 02.2022

Staff Nurse

Adventist Medical Center - Bacolod
07.2020 - 09.2020

Senior Team Leader

Outsource Network and Back Office Services (ONet)
02.2019 - 02.2020

Accelerated Leadership Program - Team Leader Track

03-2017

Team Manager

Sitel, Philippines
01.2017 - 01.2019

Accelerated Leadership Program - Quality Coach Track

12-2016

Competency Assurance Leader

Sitel, Philippines
09.2016 - 01.2017

Quality Coach Apprentice

Sitel, Philippines
03.2016 - 08.2016

Subject Matter Expert (SME)

Sitel, Philipppines
03.2016 - 03.2016

Most Feedback for the 1st Quarter of 2016 (Sykes Asia, Philippines)

03-2016

Exceptional Contribution to the account as a Competency Assurance Leader (Sykes Asia, Philippines)

03-2016

Perfect Attendance for the 1st Quarter of 2016 (Sykes Asia, Philippines)

03-2016

100% Customer Service Skill Quality Score for the 1st Quarter of 2016 (Sykes Asia, Philippines)

03-2016

100% Call Flow Quality Score for the 1st Quarter of 2016 (Sykes Asia, Philippines)

03-2016

100% Accuracy Quality Score for the 1st Quarter of 2016 (Sykes Asia, Philippines)

03-2016

Top 10 for Non Claims Tier 2 for the 1st Quarter of 2016 (Sykes Asia, Philippines)

03-2016

Senior Customer Service Representative

Sitel, Philippines
06.2015 - 03.2016

Customer Service Representative

Sitel, Philippines
07.2014 - 06.2015

Top 8 for the month of March 2014 (BA Continuum, Philippines)

03-2014

Team Member

BA Continuum, Philippines
03.2013 - 05.2014

Top Agent for the month of August 2012

08-2012

Top FG for the 2nd Quarter of 2012 (Convergys, Philippines)

06-2012

Customer Service Specialist

Convergys, Philippines
08.2011 - 03.2013

Critical Care Nursing Training Program

07-2011

Basic Life Support and Advanced Cardiac Life Support based on the new 2010 guidelines of AHA and ILCOR at Adventist Medical Center - Manila (Formerly Manila Adventist Medical Center)

06-2011

Vascular Access During Resuscitation

03-2011

Intravenous Therapy Training

01-2011

Safe Administration of High-Alert Medications

01-2011

Top Agent for the 4th Quarter of 2010 (Site, Philippines)

12-2010

The Different Faces of Intravenous Nutritional Support

12-2010

The ABCs of Blood Component Therapy

11-2010

Top Agent for the month of October 2010 (Sitel, Philippines)

10-2010

Top WGA Agent in Quality for the month of September 2010 (Sitel, Philippines)

09-2010

Customer Service Representative

Sitel, Philippines
03.2010 - 12.2010

English Consultant

Step by step English Learning Center, Inc.
05.2008 - 02.2010

Care of patients with Upper GI Bleeding

02-2007

Integrated Management on Childhood Illnesses

02-2007

Intensive Care of the Neurologic Patient

02-2007

Bachelor of Science - Nursing

Central Philippine Adventist College
06.2003 - 03.2007

Bachelor of Science - Accountancy

Mountain View College
06.2002 - 03.2003

High School Diploma -

Hinigaran National High School
06.1998 - 03.2002

No Degree - Elementary School

Hinigaran SDA Multigrade School
06.1992 - 03.1998

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KENJI AGUIRREREGISTERED NURSE