S H E I L A AMMARIE C A S T E L L A NO

• Have excellent customer service skills.

• Have good communications skills, both spoken and written.

• Competent using software including: Altea and Sabre.

• Work well as a team member or independently.

• Resourceful, energetic, competent, multi-task and results- oriented.

SKILLS

High-energy Customer Service Agent skilled in resolving conflicts through proactive communication. Listens actively to questions and resolves issues and disputes tactfully and effectively.

OBJECTIVE

Our Lady of Fatima Univesity - Quezon City

Bachelor of Science in Nursing (2006-2010)

Registered Nurse - 2010

PRC NO.0635173-04/03/2023

EDUCATION

Performs reviews of medical charts

Validate both the coding accuracy and appropriateness of services given to inpatients

Record audit determinations using an audit tracking system to create a narrative explaining the rationale behind the care given to patients

Identify inconsistencies in patient health information and poor documentation practices

Identify potentially compensable events

Conduct routine audits for accuracy of coding and

sufficiency of associated provider documentation to maintain best practice compliance standards

April 2021-Present

Nurse Auditor

ACS PRO Global Corporation

3rd floor FLB Bldg,Provincial Road, (Gov. F. Halili Avenue) Tungkong Mangga, City of San Jose Del Monte Bulacan WORK HISTORY

BLK 05 LOT 39 PALMERA PHASE 2B NORTHWINDS SAN JOSE DEL MONTE, BULACAN 3023 +639********* adoe46@r.postjobfree.com Carries out various specialized clerical and technical duties related to passenger check-in and handling as assigned at KU or other carrier counters.

Liaising with Immigration Authorities at Kuwait Airport to facilitate the clearance of passenger, cabin and deck crew, KAC, and other carriers' flights.

Arranges all requirements for transiting passengers when assigned to transit counter, preparing manually and or generating by computer passenger manifests, closing flights and preparing Passenger Transferring Manifests

(PTM), etc.

Traffic Officer Kuwait Airways

March 2019-September 2020

PO Box 394-Safat 13004 State of Kuwait

Responsible for inbound and outbound calls from

members who are enrolled in Medicare benefit plan. Respond to general questions or take information from members related to but not limited to, health benefits, eligibility status/issues, claims inquiries, requests for member materials, primary care physician changes,

prescription coverage, prescription benefits, ID cards, and Open Enrollment Verification.

Interact with members regarding pharmacy benefits, eligibility & claims inquiries, home delivery billing, and general pharmacy requests.

Customer Service Advocate (Project Base)

Optum Global Solutions

November 2020-April 2021

UP Ayala Technohub Central Ave, Diliman, Quezon City Sky Logistics Philippines, Inc - Philippine Airlines PAL Inflight MIA Road Baltao Street, Pasay City

Oversees the inside gate and check-in operations of all assigned flights during a scheduled work shift.

Oversees the employment needs of the employees;

supervises and answers customer inquiries that require managerial level assistance.

Responsible for the on-time performance of each flight arrival deplaning and flight departure boarding.

Handle passengers’ complaints by following company rules and with the aim of satisfying both protocol and passengers. Passenger Services - Acting Supervisor

(October 2018 -February 2019)

Availabole upon request

REFERENCE

Taking patient's medical history and clinical base. Recording routine vital signs and attending to

patient's needs.

Assisting Medical Residents and Nurses.

Monitoring pre-operative/post-operative and post-

partum vital signs.

Assessed vitals and observed patients to determine changes in their condition, recorded and reported it to the staff nurse on duty.

Assisting Medical Residents and Nurses.

Monitored and assisted all aspects of patient care, including hygiene and diet.

Prepared patients for, and assisted with examinations and treatments.

Volunteer Nurse

Neopolitan General Hospital

KM 23 Quirino Highway Lagro, Quezon City

January 2011-May 2011

Volunteer Nurse

East Avenue Medical Center

East Ave, Diliman Quezon City

June 2011-September 2011

Welcome passengers as they approach the check-in

counter and ask for their ticket information.

Provide passengers with information on their flights including flight numbers and departure and arrival times Weigh bags and ensure that any excess weight charges are communicated to passengers and collected before placing bags on the booking conveyor belt.

Assist passengers in boarding planes by providing them with physical and logistic help.

Provide support to first-time travelers by leading them through the immigration and customs process.

May announce flight information, using a public-address system.

Customer Service Agent (November 2011-February 2016) Plan and complete loading in each flight to ensure that hold aircraft's maximum is not exceeded and balance condition is within safety limits and on-time performance follow the company's policy and Flight Handling Procedures. Solve loading problems in different situations within safety regulations and time limits.

Welcome passengers as they approach the check-in counter and ask for their ticket information.

Provide passengers with information on their flights including flight numbers and departure and arrival times Weigh bags and ensure that any excess weight charges are communicated to passengers and collected before placing bags on the booking conveyor belt.

Assist passengers in boarding planes by providing them with physical and logistic help.

Provide support to first-time travelers by leading them through the immigration and customs process.

May announce flight information, using a public-address system.

Load Controller (March 2016 -October 2018)

Customer Service Agent (November 2011-February 2016)

Contact this candidate