MA. MAGDALENA T. YUSUP

Blk ** Lot ** Santol St. Golden Acres Subdivision, Las Piñas City

Philippines

(Cellfone) 092*-*******

(Landline) 877-55-813

(E-mail) ado6jw@r.postjobfree.com

EMPLOYMENT BACKGROUND

Digital Databank Philippines Incorporated

Medical Transcriptionist/Editor

September 1, 2010 – present (Homebased)

November 21, 2008 – August 31, 2010 (Officebased)

Transcribes and edits patient history and examinations, consultation reports, physician letters and notes in the SOAP format, as dictated by the physicians and other healthcare professionals, specializing in the field of neurology, cardiology, ophthalmology, and family medicine.

TransGlobal Medical Transcription Services

Medical Transcriptionist

May 1, 2008 – November 18, 2008

Transcribes patient history and examinations, consultation reports, physician letters and notes in the SOAP format, as dictated by the physicians and other health care professionals, specializing in the field of neuroradiology, cardiology, podiatry, and Internal Medicine.

G-World Transcription

Medical Transcriptionist

January 15, 2008 – April 16, 2008

Transcribes Diagnostic Imaging Reports ( X-ray, CT scan, MRI, Ultrasound).

DataMed Transcription Solution

Medical Transcriptionist

February 8, 2007 – Present

Transcribes patient history and examinations, operative reports, consultation reports, physician letters and notes in the SOAP format, as dictated by the physicians and other health care professionals, specializing in the field of neuroradiology, cardiology, podiatry, and Internal Medicine.

Accesscall Solutions, Inc.

Quality Control Verifier

February 2004-present

Job Description:

Reviews the sound file of the agents and checks the validity of each sale according to the parameters set by the client.

Authenticates reported number of sales made by each agent per shift.

Notes inappropriate information given by the agent to customer and calls back the customer to correct such information.

Corrects misheard and miscoded customer’s information in the database.

Coordinates with the Team Leaders and Quality Control Supervisors for any recommendation and observation on the agent’s performance.

Prepares and sends accomplished sales report and sound files to respective clients.

Keeps track of the client’s feedback and recommendation during Call Conferences for record purposes.

Quality Control Representative

Assesses agents’ performance according to specific evaluation criteria.

Performs call monitoring and provides data to the management team.

Uses quality monitoring data system to track agents’ performance.

Participates in call conferences to identify customer needs and expectations.

Participates in the call calibration session and provides feedback to the team leaders.

Prepares Quality Assurance reports for Management’s review.

Philippine Wireless Inc. (Pocketbell)

Operations Supervisor

August 1995 – March 2002

Job Description:

Assists and directs agents in resolving service oriented complaints and facilitates

customer requests through inbound and outbound calls;

Monitors adherence to break periods ensuring a balance between the call volume

and manpower requirements

Monitors queue status ensuring all available resources are fully engaged to meet the service

levels

Coordinates with concerned departments or sections in order to solve and facilitate complaints

and queries;

Prepares memoranda and reports daily as part of the duties and responsibilities of an officer;

Facilitates training to incoming telecommunicators of the company’s Standard Operating Procedures;

Assists project managers in facilitating the Automated System by doing voice over for all the

automation facilities of the company

Philippine Wireless Inc. (Pocketbell)

Tone and Voice Broadcaster

March 1983 – August 1995

Job Description:

Edits and broadcasts messages received from the telephone operators, through the broad-

cast equipment of the paging system;

Does voice over for automated facilities of the company and for some in-house telephone

equipment;

Philippine Wireless Inc. (Pocketbell)

Telephone Operator

September 1982 – March 1983

Job Description:

Ensures courteous, fast and accurate transmission of quality message in order to meet customer

expectation;

Answers calls promptly and pleasantly and maintain required holding time;

Ensures accurate release of verified messages to subscribers in order to attain customer confidence

and satisfaction

PTE Agency – Standard Chartered Bank

Telemarketer

July – August 2003

Philippine Long Distance Telephone Company

Telemarketer

November – December 2002

EDUCATIONAL BACKGROUND

AMA Computer Colleges (July 2006-January 2007)

Medical Transcription

Far Eastern University (1978-1982)

AB Mass Communications

Adamson University (1974-1978)

Secondary Education

AWARDS/RECOGNITION RECEIVED

Was awarded a Certificate of Recognition as a Nominee for 1988 and 1989 Model Employee of the Year Award (Pocketbell) and a Certification of Award in recognition for 10 and 15 years of Service (Pocketbell)

SEMINARS/TRAINING ATTENDED

Train the Trainors’ Training (June 2001)

Training Course on Hypertouch Call Center (May 2000)

Dynamics and Techniques of Supervision (August 1999)

Customer Service Orientation (October 1997)

Basic Selection Interviewing Techniques Program (January 1997)

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