Quality Assurance Customer Service

Ericson Magundayao

**** ******* ** *****.*@*******.***

Chalmette, LA 70043 773-***-****

JOB Experience

FLIP Radio, Chicago IL May 2012 – Present

Radio Jockey/Host/Event Organizer

Hosts radio programs scheduled by the company. Creates audio commercials/ads for clients of the

company. Records and updates materials needed for broadcast. Hosts special coverages and events.

Schedules other radio jockeys for appropriate time slots based on their interests and material

knowledge.

Pro Active Health Services, Inc. Nov 2012 – Aug 2013

Office Manager – Part Time

Responsible for the overall work flow in the office. Performs basic ICD-9 coding on patient’s charts.

Monitor records, patient charts, and coaches staff, by using the continuous quality improvement

process. Effectively communicates with office staff, field staff, patients and patient’s families. Audits

charts and documentations submitted by Field Registered Nurses and Rehab disciplines for the

assurance of CMS Compliance. Utilized Visitrack software in accordance to daily duties. Advises the

Director of Nursing and the Administrator for problems, concerns and suggested actions.

Advanced Home Health Services, Des Plaines IL May 2011 – June 2012

Quality Assurance Specialist

Performs basic ICD-9 coding on patient’s charts. Responsible for assuring that standards of care

delivery are being maintained by monitoring records, coaching staff, and by using the continuous

quality improvement process. Effectively communicates with office staff, field staff, hospital staff,

patients and patient’s families. Audits charts and documentations submitted by Field Registered Nurses

and Rehab disciplines for the assurance of CMS Compliance. Utilized Timetrack software in

accordance to daily duties. Advises the Director of Nursing and the Administrator for problems,

concerns and suggested actions.

Hexagram Home Health Care, LLC, Chicago, IL Sept 2009 - Dec 2010

Quality Assurance Specialist

Responsible for assuring that standards of care delivery are being maintained by monitoring records,

coaching staff, and by using the continuous quality improvement process. Utilizes Intake coordination

and Rehab Services Coordination to assure excellent total care of home health patients. Effectively

communicates with office staff, field staff, hospital staff, doctors, patients and patient’s families in

advising patient’s condition. Audits charts and documentations submitted by Field Registered Nurses

and Rehab disciplines for the assurance of JCAHO Compliance. Utilized VisiTrack in accordance to

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daily duties. Advises the Director of Nursing and the Administrator for problems, concerns and

recommended actions.

Fresenius Medical Care, Midwest Region IL June 2008 – Dec 2009

Dialysis Technician Acutes

Set up and operate hemodialysis machine to provide dialysis treatment for patients with kidney failure.

Mix dialysate, according to formula. Take and record patient's pre-dialysis weight, temperature, blood

pressure, pulse rate, and respiration rate. Explain dialysis procedure and operation of hemodialysis

machine to patient before treatment to allay anxieties. Clean the area of access (fistula, graft, or

catheter), using antiseptic solution. Connect hemodialysis machine to access in patient's forearm or

catheter site to start blood circulating through dialyzer. Inspect equipment settings, including pressures,

conductivity (proportion of chemicals to water), and temperature to ensure conformance to safety

standards. Start blood flow pump at prescribed rate. Inspect venous and arterial pressures as registered

on equipment to ensure pressures are within established limits. Calculate fluid removal or replacement

to be achieved during dialysis procedure. Monitor patient for adverse reaction and hemodialysis

machine for malfunction.

Unicom Teleservices, Blue Island IL May 2007 – June 2008

Customer Service Agent/Trainer

Answer inbound calls and assist customers with specific inquiries. Provide personalized customer

service. Document the call and the services provided to the customers. Utilized Worldspan as the

program software for Pacific Wings Airlines reservation.

Sears Roebuck & Co., Orland Park, IL Feb 2007 – May 2007

Brand Central Sales Supervisor

Supervise a team of associates who provide consultative selling and service for customers including

selection, scheduling, training, coaching, and performance management. Directly provide consultative

selling and services for customers. Maintain the sales floor in the assigned departments including floor

recovery and replenishment.

Convergys Philippines, Makati, Philippines Feb 2004 – Nov 2006

Senior Communications Trainer

Teach and facilitate American culture training for new hires and existing contact center agents.

Complete all administrative work in a timely and accurate manner. Assist associate trainers with

administrative duties as needed. Develop and perform classroom observations of associate trainers in

facilitation and presentation skills and training methodologies. Contribute to curriculum design and

review existing training materials. Utilize effective presentation skills including creative training

techniques and adult/accelerated learning techniques.

ePLDT/Teletech, Makati, Philippines 2003-2004

Senior Communications Trainer

Facilitated English language training for new contact center agents. Completed daily administrative

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work and monitored student’s progress for the duration of training, providing coaching and

developmental feed back.

Toyota Shaw Ortigas, Philippines 2002-2003

Marketing Professional

Presented and sold products ranging from automobiles and accessories to financing options offered by

Toyota Motor Philippines. Built a database of qualified buyers and presented the key features of the

product.

104.7 Bay Radio, Batangas, Philippines 2000-2002

Radio Jockey

Hosted radio programs scheduled by the company. Record and update materials needed for broadcast

and voice-over for commercials. Hosted concerts, special coverages and events that the company is

affiliated with.

Education

Oakton Community College, Des Plaines, IL 2013

Associate Degree in Nursing – Unfinished

South Suburban College, South Holland, IL 2008-2009

College Pre-requisites

Ateneo De Manila University, Philippines 2006

Certificate in Adult Learning Methodologies

De La Salle University - Lipa, Philippines 1998-2002

Bachelor of Science in Computer Science

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