Ma Cristina Marfa
Staten Island
Summary
Results oriented achiever with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
12
12
years of professional experience
Work History
Project Manager for Clinical Operations
NEW YORK HOTEL TRADES COUNCIL
10.2024 - Current
- Create comprehensive project plans for the Clinical Operations space (Reporting to the Director of Practice Transformation and Chief Medical Officer) - encompassing project scope, objectives, deliverables, timelines, and resource allocation
- Act as the primary liaison between clinicians, administrators, and IT teams to ensure smooth communication and collaboration across departments
- Ensure all project phases are efficiently completed, from initiation to closure, and facilitate interdepartmental communications for enterprise-wide collaboration
- Conduct Regular quality checks and audits throughout the project lifecycle to monitor compliance and performance
- Prepare detailed reports for senior management, providing updates on project progress, challenges, and outcomes
- Evaluate project results post-completion, identify areas for improvement, and ensure alignment with intended goals and outcomes
IT Clinical Implementations Project Manager
NEW YORK HOTEL TRADES COUNCIL
05.2023 - 09.2024
- Provide clear and consistent project updates to internal and external stakeholders, collaborating with the Chief Health Technology Officer to prioritize tasks and ensure alignment with organizational goals
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Act as the primary liaison between clinicians, administrators, and IT teams to ensure smooth communication and collaboration across departments
- Assist in the vendor management and onboarding process by gathering post-sales documentation and ensuring smooth transitions for new technologies
- Manage financial reporting and analytics using Excel, Smartsheets and other tools, providing regular updates and actionable insights to senior leadership
- Communicate effectively with staff and vendors at all levels, developing project specifications, identifying issues, and proposing effective resolutions
- Document complex business requirements and workflows, and develop strategies for new projects and change requests, ensuring clear understanding across stakeholders
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
Systems Analyst
NEW YORK HOTEL TRADES COUNCIL
05.2022 - 05.2023
- Maintained and repaired computer systems, hardware, and software, providing technical support across the organization
- Handled inventory control and support for conference rooms and new device setups, including relocation and walk-throughs
- Provided dedicated IT support to C-level executives (CIO, CMO, CEO, Medical Director)
- Enhanced system efficiency by identifying and resolving complex technical issues.
- Conducted comprehensive data analysis to identify patterns and trends, informing decision-making processes.
- Managed multiple projects simultaneously, consistently meeting deadlines and budget constraints.
- Mentored junior analysts on best practices in systems analysis techniques, contributing to their professional growth.
Systems Analyst (phone and email support)
NEW YORK HEALTH AND HOSPITALS - EITS
06.2019 - 05.2022
- Front line IT support for the health system’s 11 hospitals by remotely identifying, diagnosing, and resolving technical hardware/software issues for hospital staff and covid-contact tracers
- Managed incident tracking, troubleshooting, and resolution for hardware/software issues before escalation to team leads or other resolver groups
- Rotated duties in ticket management, email/call responses, and completed assigned tasks
- Became back-up support in case of lack of manpower during outages by being a backfill
- Conducted comprehensive data analysis to identify patterns and trends, informing decision-making processes.
- Simplified complex technical concepts for non-technical stakeholders, facilitating better decision-making processes.
- Provided critical support during system outages, minimizing downtime and business impact.
Global Service Executive, Global Private Banking Singapore and Hongkong Division of Corporate Actions
HSBC ELECTRONIC DATA PROCESSING
01.2018 - 07.2018
- Performed Middle to back-end bank processing: clearing trades, meetings, dividends, and debt redemptions
- Ensured trade processing activities that comply with all relevant bank policies and procedures
- Communicated and collaborated with HSBC's Relationship Managers from Hongkong, Singapore, Malaysia and Philippines
- Collaborated with cross-functional teams to ensure seamless service delivery to clients.
- Introduced improvements in workflow management systems that led to more efficient task prioritization and resource allocation across teams.
Global Service Executive, Global Private Banking Channel Islands Division of FATCA (Foreign Account Tax Compliance Act)
HSBC ELECTRONIC DATA PROCESSING
08.2016 - 12.2017
- Reviewed client documents to ensure compliance with FATCA and Global Standards, identifying missing information for follow-up
- Reduced errors in data entry, instituting rigorous quality control checks.
- Recorded complete audit trail of each review done and provide that information to the PBGB onshore team
- The onshore team will communicate with the client to collect missing data under the guidance of the relevant Relationship Manager
- Ensured accuracy of information to prevent potential impacts on client accounts
- Crucial that the information reviewed and recorded is 100% accurate as the outcome will have a direct impact on clients
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Information Technology Helpdesk Analyst
UNITED HEALTH GROUP
09.2015 - 07.2016
- Provided technical support and issue resolution to United Health Group's employees and contractors worldwide that includes security access processing, ID tracking, maintenance of reporting logs and password reset assistance
- Diagnosed issues and escalated complex problems to second-level support
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Improved team collaboration with implementation of new communication tools.
- Increased customer satisfaction by analyzing feedback and implementing necessary changes.
Clinical Information Technology Helpdesk Analyst
WIPRO TECHNOLOGY
10.2012 - 03.2015
- Awarded the 'Service Excellence Award' for outstanding performance in 2014
- Supported maintenance of electronic records through the Hospital Management Information System
- Utilized helpdesk software to track and resolve multi-system incidents across hospitals
- Managed multiple projects simultaneously while adhering to strict deadlines and quality standards.
- Spearheaded project to integrate new analytics software, boosting data analysis capabilities.
Education
MBA -
ATENEO DE MANILA GRADUATE SCHOOL OF BUSINESS
Makati City, Philippines10.2017
Bachelor of Science - Nursing
COLLEGE OF THE HOLY SPIRIT MANILA
Manila, Philippines03.2012
Skills
- Smartsheets
- Cisco Webex
- Zoom
- Duo Mobile
- Cerner EMR
- Epic EMR
- Service Now
- Zendesk
- Bomgar
- Project planning and development
- Strategic Thinking
- Systems implementation
- Stakeholder Management
Timeline
Project Manager for Clinical Operations
NEW YORK HOTEL TRADES COUNCIL
10.2024 - Current
IT Clinical Implementations Project Manager
NEW YORK HOTEL TRADES COUNCIL
05.2023 - 09.2024
Systems Analyst
NEW YORK HOTEL TRADES COUNCIL
05.2022 - 05.2023
Systems Analyst (phone and email support)
NEW YORK HEALTH AND HOSPITALS - EITS
06.2019 - 05.2022
Global Service Executive, Global Private Banking Singapore and Hongkong Division of Corporate Actions
HSBC ELECTRONIC DATA PROCESSING
01.2018 - 07.2018
Global Service Executive, Global Private Banking Channel Islands Division of FATCA (Foreign Account Tax Compliance Act)
HSBC ELECTRONIC DATA PROCESSING
08.2016 - 12.2017
Information Technology Helpdesk Analyst
UNITED HEALTH GROUP
09.2015 - 07.2016
Clinical Information Technology Helpdesk Analyst
WIPRO TECHNOLOGY
10.2012 - 03.2015
MBA -
ATENEO DE MANILA GRADUATE SCHOOL OF BUSINESS
Bachelor of Science - Nursing
COLLEGE OF THE HOLY SPIRIT MANILA
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