ANGELA MCEVOY
Panama City Beach,FL
Summary
Caring, hardworking and service-oriented healthcare professional with more than 20 years of experience.
Diplomatic Customer Service Representative versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced environments.
Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships. Successful in providing fast and accurate assessments and working calmly under pressure.
Overview
21
21
years of professional experience
Work History
Customer Service Agent
Southwest Airlines
Panama City Beach, FL
04.2023 - 10.2024
- Provided friendly service and maintained positive relationships with customers by providing personalized assistance and support.
- Handled any aspect of ticketing and check-in by operating a computerized point-of-sale system, boarding, baggage service, reservations, and resolving related complaints and problems.
- Assisted customers with product selection, billing, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Educated customers on special pricing opportunities and company offerings.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
REGISTERED NURSE, CORRECTIONS
Rockdoc
Vancouver, Canada
08.2021 - 07.2022
- Provided care to patients at RCMP Surrey Cells, 12hr shifts
- Provided first aid to members of Surrey cells as needed
- Maintained health records including MAR's, patient history, and various other nursing reports
- Maintained and inventoried medications, medical equipment and supplies
- Collected and arranged for transport of laboratory samples
- Collected patient records and reports for patient charts
- Coordinated specialist and ER referrals.
SENIOR CLINICAL OPERATIONS AND PATIENT SERVICES COORDINATOR
ASC Vancouver Surgical Center
Vancouver, Canada
11.2020 - 07.2022
- Primary function to provide clinical oversight over all surgical activities with a focus on patient care and safety
- Served as a role model in leadership abilities, application of principles of teaching, management and effective communication
- Communication with the Medical Director regarding clinical activities
- Communication with CFO to ensure proper governance and maintenance of financial health
- Responsible for monitoring medications inventory of facility and replenishment as needed
- Maintaining and updating policies and procedures for the facility
- Ensuring that the pre-admission process was clearly defined and managed in conjunction with policy and the anesthesia department
- Monitoring patient acuity and flow in the facility and ensuring staffing levels matched patient and unit needs
- Effectively handled patient complaints in a timely and professional manner
- Ensuring staffing model was safe and efficient
- Filling in for front-line staff (ie,: Front desk, admitting nurse, etc.), as needed
- Demonstrated excellent interpersonal, communication, problem-solving, conflict-resolution and decision making skills
- Ability to work autonomously within my scope of practice
- Ability to prioritize patient care needs
- Proven leadership skills
- Excellent verbal and written communication
- Ability to stay focused and calm in high stress situations
- Reporting, documentation, maintaining and updating medical files
- Policy enforcement, supporting infection control measures
- Ability to work collaboratively with all members of the multidisciplinary team
- Attention to detail, organization and excellent critical-thinking skills.
REGISTERED NURSE, MEDICAL CLINIC AT CANADIAN BORDER SERVICES AGENCY IMMIGRATION HOLDING CENTRE
Calian
Surrey, Canada
11.2020 - 07.2022
- Provided health care services to detainees with a wide range of medical and mental health concerns at the Immigration Holding Centre in Surrey, BC
- Administered medications, responded to emergencies, and assisted in running clinics with the visiting Physicians, Psychiatrists, and Psychologists
- Key duties included: performing nursing assessments and intake assessments, medication administration, checking and monitoring basic vital signs, collecting blood samples, swabs, and fluids, arranging for transport of laboratory samples, responding to and treating medical emergencies and outbreaks, maintaining and updating EMR, coordination of ER referrals and scheduling off-site specialist appointments.
REGISTERED NURSE, ICU
William Osler Health Centre
Brampton, Canada
01.2010 - 07.2020
- ICU Nurse/Team Leader
- Staff nurse and rotating team leader/charge nurse for busy 34 bed Level 3 ICU/SIMCU in one of Ontario's largest acute care and community teaching hospital with the McMaster University School of Medicine with a total of 608 beds
- Trained student and newly-hired nurses in the correct nursing procedures and performance strategies
- Consulted and collaborated with other members of the health care team to plan and implement patient treatment protocols
- Proficient in monitoring patient condition and vital signs, including hemodynamics, and blood glucose levels
- Proficient in performing head to toe assessments and obtaining health histories for admission intake
- Proficient in preparing, distributing, and administering prescription and OTC medications
- Proficient in specimen collection including blood sampling, and initiation of intravenous therapy.
REGISTERED NURSE PACU
William Osler Health Centre
Brampton, Canada
12.2007 - 01.2010
- Staff nurse in busy 25 bay PACU accommodating 16 operating rooms
- Recovered adult and pediatric patients from multiple types of orthopedic, general, dental, gynecological, and emergency types of surgeries.
REGISTERED NURSE ICU/CCU
William Osler Health Centre
Etobicoke, Canada
05.2003 - 12.2007
- Full-time staff nurse in a 12 bed ICU/10 bed CCU combined unit in a busy, full-service community hospital serving the communities of Vaughan, Bolton, Caledon, east Mississauga and the northwest corner of Toronto and north Etobicoke.
Education
CRITICAL CARE NURSING CERTIFICATE - Honors - Nursing
Humber College
Etobicoke, Ontario12.2003
NURSING ADVANCED DIPLOMA - Honors - Nursing
Humber College
Etobicoke, Ontario04.2003
RPN CERTIFICATE - NURSING -
Algonquin College
08.1998
High School Diploma -
Orangeville District Secondary School
Orangeville, Ontario06-1996
Skills
- Customer Service
- Documentation and Reporting
- Customer Complaint Resolution
- Customer Relations
- Problem Resolution
- Needs Assessment
- Outstanding Communication Skills
- Patient Education
- Workflow and Patient Management
- Policy and Procedure Compliance
- Patient Care and Education
- Compassionate Care
- Electronic Health Records Management
- Intravenous Therapy and Blood Withdrawal Certification
Certifications and Licences
- Current registration as a non-practicing Registered Nurse with the College of Nurses of Ontario (CNO)
- Prior practicing registration as a Registered Nurse with the British Columbia College of Nursing Professionals (BCCNP)
- Current BCLS and ACLS
- Critical Care Nursing Certificate
Languages
English
References
References available upon request.
Timeline
Customer Service Agent
Southwest Airlines
04.2023 - 10.2024
REGISTERED NURSE, CORRECTIONS
Rockdoc
08.2021 - 07.2022
SENIOR CLINICAL OPERATIONS AND PATIENT SERVICES COORDINATOR
ASC Vancouver Surgical Center
11.2020 - 07.2022
REGISTERED NURSE, MEDICAL CLINIC AT CANADIAN BORDER SERVICES AGENCY IMMIGRATION HOLDING CENTRE
Calian
11.2020 - 07.2022
REGISTERED NURSE, ICU
William Osler Health Centre
01.2010 - 07.2020
REGISTERED NURSE PACU
William Osler Health Centre
12.2007 - 01.2010
REGISTERED NURSE ICU/CCU
William Osler Health Centre
05.2003 - 12.2007
CRITICAL CARE NURSING CERTIFICATE - Honors - Nursing
Humber College
NURSING ADVANCED DIPLOMA - Honors - Nursing
Humber College
RPN CERTIFICATE - NURSING -
Algonquin College
High School Diploma -
Orangeville District Secondary School