Hi, I’m
Maria Klaudine Agno
Summary
Productive individual with strong objective to acquire work experience and gain knowledge. Enthusiastic in helping customers. Adaptable to challenging situations and demanding deadlines.
Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction.
Patient-focused Charge Nurse committed to delivering high-quality care through attentive service and staff coordination. Evaluates operations and identifies improvement opportunities to better clinical provisions. Leads multidisciplinary teamwork for excellent care continuity.
Overview
10
years of professional experience
4
years of post-secondary education
Work history
CONVERGYS SAN LAZARO Manila
Senior Customer Service Advocate
01.2014 - 12.2016
Job overview
- Applied excellent working knowledge of our healthcare account to confidently address customer queries with expertise.
- Managed difficult customer interactions by being an expert to guarantee customer satisfaction.
- Resolved customer issues in less time than company average through efficient problem solving and forward planning.
- Transferred customer calls to respective department or personnel to address specific issues.
- Tracked claims for new and existing customers.
- Participated in staff meetings to discuss new developments.
TAKECARE ASIA PHILIPPINESManila
Patient Care Coordinator
12.2016 - 12.2017
Job overview
- Used outstanding communication and interpersonal skills to build positive relationships with clients for exceptional satisfaction ratings.
- Updated documentation and reports detailing patient activities, care actions and hospital determinations.
- Maintained confidentiality and compliance standards for optimised patient care.
- Provided subject matter expertise in case management and related procedures.
- Monitored ongoing care and proactively corrected problems.
- Scheduled/rescheduled patient appointments
- Refilled patient prescriptions
MARY JOHNSTON HOSPITAL INC.Manila
Registered Staff Nurse
05.2018 - 07.2019
Job overview
- Administered medication with meticulous attention to detail.
- Prepared patients for surgery by following strict hygiene and fasting procedures.
- Managed high-volume caseloads of patients per shift.
- Thoroughly disinfected and correctly stored hospital equipment to safeguard health of staff and maintain order within ward.
- Managed patient discharges, providing relevant follow-up care advice with required prescriptions and medication.
- Delivered consistently high standards of individualised nursing care, best maintaining patients' health and wellbeing.
- Worked closely with fellow nurses, doctors and clinicians for consistent communication and continued best care practices.
- Implemented and updated treatment plans in collaboration with doctors.
London North West University Healthcare NHS TrustHarrow
Senior Staff Nurse
11.2019 - 04.2023
Job overview
- Managed progression of care coordination between teams and across areas.
- Conducted rounds with physicians to assist with treatment and patient care.
- Oversaw admission, transfer and discharge of patients.
- Implemented new treatment protocols to increase order in wards.
- Trained and developed junior nurses to successfully pass their probation period.
- Concurred with inter-professional teams to execute recommended quality improvement plans and interventions.
Buckinghamshire Healthcare NHS TrustAylesbury, Buckinghamshire
Deputy Sister
06.2023 - Current
Job overview
- Performed patient evaluations and developed care plans in alignment with needs.
- Communicated with external departments to ensure critical patient admission into correct department.
- Coordinated and performed patient admissions, transfers and discharges.
- Identified areas in need of clinical improvement and implemented process changes to accommodate.
- Precepted new staff nurses to provide education on hospital policies and procedures.
- Supported physicians and consultants with tests and procedures.
- Provided excellent care with focus on patient safety, comfort and dignity.
- Collaborated with multidisciplinary healthcare specialists to devise, implement and modify plans of care defining patient outcome goals.
Education
PAMANTASAN NG LUNGSOD NG MAYNILAPhilippines
Bachelor of Science from Nursing
06.2009 - 10.2013
Skills
- Customer service expert
- Written and verbal communication skills
- Microsoft Office
- Complaint resolution
- Administrative support
- Basic computer knowledge
- Telephone skills
- Team management
- Results oriented
- Key Performance Indicator (KPI) management
- Team supervision
- Care plan management
- Patient care management
- Performance management
- Resource assignment
- Duty delegation
- Nursing staff leadership
- Patient education
- A&E experience
- Medication administration
- Staff supervision
Languages
English
Fluent
Timeline
Deputy Sister
Buckinghamshire Healthcare NHS Trust
06.2023 - Current
Senior Staff Nurse
London North West University Healthcare NHS Trust
11.2019 - 04.2023
Registered Staff Nurse
MARY JOHNSTON HOSPITAL INC.
05.2018 - 07.2019
Patient Care Coordinator
TAKECARE ASIA PHILIPPINES
12.2016 - 12.2017
Senior Customer Service Advocate
CONVERGYS SAN LAZARO
01.2014 - 12.2016
PAMANTASAN NG LUNGSOD NG MAYNILA
Bachelor of Science from Nursing
06.2009 - 10.2013
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