Kena Patel

About

With a diverse background in technical support, healthcare observation, and medical interpretation, I have honed my skills in customer service, communication, and problem-solving. Since February 2023, I have been working as a Technical Support Specialist at Nordia, where I manage escalation calls, detect potential fraud, and ensure adherence to processes. Previously, I served as a Health Care Observer at Pinkerton from 2020 to 2022, where I provided patient support and communicated critical observations to healthcare teams. My role as a Medical Interpreter at DATAMARK from 2017 to 2018 involved simplifying medical terms for patients and bridging cultural gaps to enhance care. My experience across these roles has equipped me with a strong ability to handle sensitive information, resolve issues efficiently, and communicate effectively in high-pressure environments.

Experience

• BELL TELECOMMUNICATION TECHNICAL SUPPORT · Nordia02-01-2023

  Detected potential fraud and conducted credit checks while protecting sensitive information. Managed escalation calls to resolve issues satisfactorily for both customers and the business. Assisted with order submission issues and ensured adherence to processes. Oversaw the helpdesk inbox, resolving issues within 24 to 48 hours.

• HEALTH CARE OBSERVER · PINKERTON | Comprehensive Risk Management02-01-2020 – 09-01-2022

  Observed and supported the patient in a safe, caring environment, providing comfort as needed. Reported any danger or significant changes in the patient’s behavior or condition to a registered health professional. Assisted with daily activities under their supervision and communicated observations to the healthcare team for effective care planning. Completed all required documentation according to corporate policies.

• Medical Interpreter · DATAMARK, Inc.01-01-2017 – 08-01-2018

  Kept patient information confidential, disclosed only when necessary for care or legally required. Simplified medical terms for better patient understanding and decision-making. Addressed cultural gaps by training providers, offering language services, and involving family in care.

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