Yehna Dela Pena

Yehna Dela Peña +63 -- To look at the business through client’s perspective is what motivates me to provide quality work. Experience Oct 2011 – July 2012 Company nurse (Datascope Communications Phils Inc.) ▪ ▪ ▪ ▪ Jan 2013 – Dec 2013 Staff Nurse (San Lazaro Hospital) ▪ ▪ ▪ ▪ ▪ Jan 2014 – Sept 2014 March 2017 - Present Carry outs physician’s orders. Ensure wholistic bed side health care management. Monitors and maintains patients’ condition. Endorses and reports ongoing health care instructions and intervention. Promotes health education to patient and relatives. Inbound Customer Service Representative (Teleperformance) ▪ ▪ ▪ ▪ Sept 2014 – March 2017 Maintains and monitors company’s medical supplies. Provides basic healthcare services to company’s employees. Designs and facilitates health programs for employees’ health education and information. Assists with Human Resources hiring process. Receives inbound call from customers. Trouble shoot airline ticket reservation issues. Facilitates schedule flight and schedule changes with needed. Assists customer with concerns about their ticket reservation. Outbound Call Center Representative (Ifive) ▪ ▪ ▪ Processes medical records retrieval. Sending of medical records request with patient’s authorization following HIPAA. Follow-ups with medical providers and facilities to obtain medical records in a timely manner. Quality Assurance Specialist ( Ifive ) ▪ ▪ ▪ ▪ Evaluates outgoing calls following set guideline and processes. Monitors and tracks complaints using spreadsheet. Conducts and facilitates QA talks to enhance and improve quality of outgoing calls. Ensure that standard guideline and processes are met on calls being evaluated. Skills ▪ ▪ ▪ ▪ ▪ ▪ ▪ Office – administration General office skills Calendar management Email Etiquette and handling Familiarity with Google Docs Data entry Internet research Education BS Nursing – Manila Central University June 2005- April 2009 Character Reference ▪ ▪ ▪ Valerie Mae Manaloto SR. QA Specialist IFIVE Email:-Phone #:- ▪ ▪ ▪ Kristine Lovendino QA Specialist IFIVE Email:-Phone #:-