SHANA MATHEW
Results CX
Philadelphia,United States
1
Language
10
years of professional experience
Detail-oriented healthcare technician with experience supporting hemodialysis care—providing direct patient support under RN supervision, preparing treatment areas, and maintaining equipment to ensure safe, hygienic, and effective sessions. Background in GMP-regulated manufacturing as an assembler, recognized for strong quality inspection, accurate labeling/packing, and consistent adherence to safety and process standards while helping train new team members. Known for critical thinking, adaptability, and calm, empathetic communication in fast-paced environments.
Work History
Customer service representative
1 Year- Provided remote customer support for inbound/outbound inquiries, resolving billing, account, and product questions with professionalism and empathy.
- Documented customer interactions and case updates using CRM tools; escalated complex issues and followed up to resolution.
- Consistently met performance targets for call quality, average handling time, and customer satisfaction while working independently from a home-based setup.
Pharmacy Technician
8 Months- Processed prescription orders accurately and efficiently to ensure patient safety and satisfaction.
- Assisted pharmacists in medication preparation and dispensing, adhering to safety protocols.
- Verified insurance information and processed billing transactions for patient prescriptions.
- Maintained inventory levels, ordering medications as needed to optimize stock availability.
Healthcare technician
3 Months- Provided direct care to patients under a registered nurse’s care
- Maintained and operated hemodialysis equipment in support of patient care
- Implemented treatment and activities to assess and improve patient outcomes
- Ensured areas were clean hygienic and ready with functional hemodialysis equipment
Assembler
2 Years 5 Months- Observes products on the production line during the assembly operations
- Detects visual imperfections, improper fill levels, incorrect components and incorrect labeling to prevent a sub-standard product from being produced
- Observes, reaches and manipulates products and components on an assembly line/work station that may be up to 3ft high
- Prints and inserts packing lists/packing materials and seals carton
- Affixes appropriate labels to carton
- Inserts, feeds, folds, drops, stacks, packs components and finished goods on an assembly line and in packages, meeting quality and quantity standards
- Follows all safety and good manufacturing practices (GMP’s)
- Performs various other duties as assigned including assisting with the training of new employees
Healthcare technician
7 Months- Provided direct care to patients under a registered nurse’s care
- Maintained and operated hemodialysis equipment in support of patient care
- Implemented treatment and activities to assess and improve patient outcomes
- Ensured areas were clean hygienic and ready with functional hemodialysis equipment
Education
Associates of Arts - Liberal Arts
Skills
Adapted quickly to changing tasks and priorities.
Contributed fresh ideas to support creative problem-solving.
Applied sound judgment to review issues and support decisions.
Recognized team needs and responded with empathy and professionalism.
LANGUAGES
Intermediate spanish
Timeline
Customer service representative
Results CX
09.2025 - CurrentRead More
Pharmacy Technician
Cvs
08.2024 - 04.2025Read More
Healthcare technician
Fresenius Kidney Care
07.2021 - 10.2021Read More
Assembler
Northtec LLC.
10.2017 - 03.2020Read More
Healthcare technician
Davita Dialysis
10.2016 - 05.2017Read More
Community College of Philadelphia
Associates of Arts from Liberal Arts
Read More