ROXANNA ABLAN

PO Box 9712, Canoga Park, CA 91309 Phone/Cell: 818-632-2424 E-mail: rnablan@yahoo.com

OBJECTIVE To establish my career in the healthcare industry and best utilize vocational nursing skills learned from clinical experience and theoretical studies.

SKILLS SUMMARY Proficient in vocational nursing clinical skills, post-graduation, pre-licensing. Two years experience in elderly care giving. Accomplished professional in a result-oriented and diverse customer-based environment. Leadership expertise in call center processes with fifteen years of experience in supervising representatives in a fast-paced environment. Adept in strategic planning and development to meet and exceed team metrics in multiple disciplines. Excellent communication skills delivering successes in coaching and mentoring as well as handling escalated calls.

CLINICAL EXPERIENCE Totally Kids Specialty Healthcare Sun Valley, CA Nov., 2011 Dec., 2011 Assisted in specialized nursing care for medically fragile children (toddler adolescent) Therapeutic Communication, Cognitive Program Assistance, Activities (play) Program Pacifica Hospital of the Valley Sun Valley, CA Oct., 2011 Nov., 2011 ER, Med/Surg., Maternity, Labor and Delivery, Post-Partum Care, Medication Pass (under supervision), Charting, Therapeutic Communication, C-section delivery observation and patient care assistance, C-section incision staple removal, Wound Care assistance, Head-to-toe Assessment, and Discharge Teaching All Saints Healthcare North Hollywood, CA Aug., 2011 Oct., 2011 Provided sub-acute patient care, and head-to-toe assessment Patient bed/sponge bath; turn, cough and deep breathing exercise; and bed making. Foley Catheter insertion and care, Condom Catheter application, Gastrostomy Tube insertion and care, Tracheostomy suctioning, Tracheostomy care, Therapeutic Communication Under supervision: medication pass, including Gastrostomy Tube flushing, feeding, and medication by bolus Veterans Affairs Healthcare Greater Los Angeles, CA May, 2011 Aug., 2011 Rehabilitation Unit: Total patient care, supervised medication pass, therapeutic communication, patient transfer via Hoyer lift, patient assistance with ADLs and specialized assistive devices for adjunct therapy, bladder scan, IV set-up (under licensed personnel supervision), and in-house computerized system charting. ENT Clinic: walk-in patient admission and preparation, ear lavage (under licensed personnel supervision). CATHETER/ANGIOGRAM LAB: observed Catheter Technician in setting up
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ROXANNA ABLAN
monitoring and guidance procedure, and observed femoral artery balloon catheterization. SKIN Clinic: observed skin lesion extraction for cancer tests and provided post extraction patient care.

Silverado Senior Living Calabasas, CA Feb., 2011 - May, 2011 Memory Care: Dementia/Alzheimers patient care. Bed-making, therapeutic communication, assistance in ADLs, and supervised medication pass. PROFESSIONAL EXPERIENCE 21st Century Insurance and Financial Services Apr., 2004 Dec., 2009 Customer Care Insurance Team Lead/SR. Insurance Specialist (APS, WORD, EXCEL, IEX, AVAYA, LIVE PERSON). Supervised and motivated a unit of 12-14 representatives including chat and email representatives (E-Commerce) improving overall team performance resulting to a 6%-8% increase in Net Promoter Score, achieving 92%-94% in Call Quality, and 99% in Transaction Accuracy. Effectively managed and handled escalated calls for service recovery. WCT/Travel Reservations Oct., 1996 Apr., 2004 Call Center Supervisor - Corporate Travel/Ticketing (SABRE, Lucent, CMS, ADS/ProComm). Seamlessly supervised a team of 14-20 travel consultants from multiple sites. Managed account specific corporate group travel and implemented a system procedure to track ticketing errors decreasing ticketing debit memo by 17%. Cal-Abco/Reveal Jan., 1991 Jun., 1996 Supervisor and Jr. Systems Administrator (Customer Service and IS Department) (UNIX). Coaching, mentoring and performance evaluation. TECHNICAL SKILLS MS Word, Excel, PowerPoint, Outlook, WFM, IEX, Avaya, CustomerSat, Verint, CCPulse, Siebel, LivePerson, TotalView, and other telephony and proprietary call center systems.

EDUCATION, CERTIFICATIONS, AND LINCENSURES Diploma in Vocational Nursing - Concorde Career College North Hollywood, CA (Dec., 2011) Basic Life Support for Healthcare Providers American Heart Association Woodland Hills, CA (Oct., 2010) Hospital Fire and Life Safety - Los Angeles City Fire Department North Hollywood, CA (Oct., 2010) Personal Lines Broker-Agent License, state of California (licensed since 2004) California Real Estate License (exp. 2014). Computer Science - LA Pierce College, Woodland Hills, CA BS Psychology - Adamson University, Manila Philippines
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