MARICON P. COSME
Edmonton,Canada
Summary
Experienced Therapy Assistant and Quality Assurance Specialist with a proven track record of providing exceptional care and driving process efficiency. Skilled in patient mobility, therapeutic exercise, and utilizing adaptive equipment to improve client independence. Demonstrates strong problem-solving, organizational, and communication skills. Adept at fostering positive environments and improving team effectiveness across healthcare and operational settings
Overview
19
19
years of professional experience
Work History
HOME CHILDCARE PROVIDER
Lais Machado de Oliveira
Edmonton, Canada
02.2022 - Current
- Enhanced child care quality by implementing structured routines and educational activities in a private household setting
- Established a secure living space for the kids in compliance with safety measures at home.
- Ensured emotional well-being of children under my care while fostering their social development
- Enforced child discipline as per the desired parental approach.
- Implemented age-appropriate educational training methods by organizing activities including games, crafts, reading sessions, and outings.
QUALITY ASSURANCE SPECIALIST
Upwork
San Francisco, USA
02.2017 - 04.2023
- Company Overview: Trust and Safety Department.
- Optimized Quality Assurance processes, improving team compliance and efficiency in adapting to new initiatives
- Successfully incorporated new fraud trends and processes into reviews for enhanced efficiency.
- Contributed insights on improving current Video Verification procedures.
- Streamlined processes to ensure efficient achievement of daily and monthly targets for quality and quantity.
- Conducted customer interaction audits for agents.
- Conducted training sessions to enhance new employees' adherence to company standards.
- Accomplishment: Implemented and documented quality assurance process for team.
TRANSACTION SPECIALIST I SUBJECT MATTER EXPERT
Arvato Bertelsmann
Muntinlupa, Philippines
08.2014 - 01.2017
- Company Overview: Microsoft Volume Licensing
- Act as the coordinator/liaison for the team
- Assumes primary contact role and leads team in absence of Team Manager.
- Collaborating with Regional Operating Center SME's to address process issues during weekly calls.
- Maintained a log of all inquiries resolved by ROC in Reference Library SharePoint.
- Communicated team updates and issues through email and during team huddles.
- Verified the accuracy of cases processed, before returning them to the Regional Operation Center queue.
- Tracked audited cases in Microsoft as deliverables.
- Designated by AOC Volume Licensing Management to execute pilot audit process in Microsoft.
- Selected to participate in the pioneering group of Mentors for the Microsoft Mentorship Program.
- Enabled agents to work across all platforms for maximum operational efficiency following cross training.
- Set up meetings and facilitated the roll out/updates for VL AOC.
- Supported new hires through nesting period, facilitated triad coaching sessions with team manager, delivered on-floor assistance and actionable plans.
- Handled priority processing of cases with high revenue.
- Provided prompt responses to process-related inquiries from Data Entry agents. Ensured that doubts were clarified effectively and efficiently.
- Maintained high quality standards by validating and proofreading emails/queries before sending in ROC (Regional operating Center)
- Accomplishment: Devised 'Project Athena' for expediting data entry in Phase 2, Wave 3.
- This is a common file shared among team members to help improve quality and accuracy of the team. Condensed process-related information into one accessible tool via updates, linked instructions and related pages.
- Awards: Extra Mile award - Creation of Project Athena.
CUSTOMER CARE REPRESENTATIVE I National Account- Healthcare WGS
Expert Global Solutions
Muntinlupa, Philippines
01.2012 - 08.2014
- Answered customer inquiries over the phone and via email.
- Provided customers with information to address inquiries on products, services, policy benefits, and claims.
- Handled and resolved customer issues effectively.
- Facilitated the process of healthcare coverage approval for clients.
HOME CARER (Weekend Only)
Gough's Residence
Calne, United Kingdom
06.2009 - 11.2011
- Provided comprehensive care for an 82-year-old woman with alcohol dependency and mild dementia through meal preparation, grocery shopping, personal care assistance, medication management, exercise routines, and accompanying to medical appointments.
- Monitored vital signs including blood pressure and pulse rate.
SENIOR CARE ASSISTANT, LEARNING DISABILITY DEPARTMENT
Princess Lodge Care Centre
Swindon, United Kingdom
02.2008 - 11.2011
- Company Overview: Princess Lodge in Wiltshire is a large care home (with nursing facilities) in Swindon housing a maximum of 85 individuals, specializes in the provision of Dementia Nursing Care, End of Life Care, Nursing Care, Residential Care, and Respite Care.
- Worked alongside a Registered Nurse/Home Manager to carry out tasks within my scope of practice for resident care
- Made necessary verbal reports to Registered Nurse regarding the residents in the Home
- Maintained residents' dignity and individuality
- Participated in required treatment and rehabilitation of residents
- Ensured the safekeeping of residents' property by taking all necessary measures.
- Performed various household duties to enhance the residents' well-being
- Awareness and compliance with the Home's Operational Policy and Procedures documented in the Quality Manual.
- Ensured residents' meals were visually appealing and served at optimal temperatures.
- Promoted healthy eating habits among residents and monitored for any deviations from recommended diet
- Achieved full knowledge and proficiency in fire safety protocols and procedures.
- Reported all accidents and incidents to the Person-in-Charge of the Home
- Demonstrated adherence to the requirements outlined in the Disciplinary and Grievance Procedure, Disciplinary Rules, and Contract of Employment related to dress, behavior, punctuality, and attendance.
- Ensured effective communication with the Manager in cases where Home Policy was ill-defined or unworkable.
- Ensured awareness and implementation of all Company's Quality initiatives
- Provided assistance to elderly residents with daily living activities such as bathing, dressing, feeding and mobility.
CUSTOMER CARE ASSISTANT, MEDICAL SERVICES DEPARTMENT
COCOLIFE
Makati city, Philippines
09.2005 - 01.2008
- Provided prompt, accurate, and effective handling of callers' inquiries and concerns to ensure customer satisfaction at all times
- Provided departmental administrative support
- Managed and organized agent's provisional receipts
- Monitored, encoded and reported Return to Sender mail
- Created mailing lists for official receipts and other correspondence sent by customer care center.
- Efficiently handles all mailing duties.
- Managed and processed requisitions for unit's office supplies and forms.
- Manages file system for the department
PHYSICAL THERAPY ASSISTANT/VOLUNTEER
Daniel Mercado Medical Center
Tanauan city, Philippines
04.2005 - 07.2005
- Administered physical therapy procedures and treatments to patients with diverse injuries and disabilities under the guidance of a licensed therapist.
- Assisted in developing treatment plans, executing routine functions, and documenting treatment progress within established guidelines by a physical therapist.
- Conducted various therapeutic interventions.
- Providing patient education on physical therapy interventions, modalities, and home exercise programs.
- Assists patients with the utilization of supportive devices including crutches, walkers, canes, and prostheses.
Education
BSc - Physical Therapy
University of Perpetual Help System DALTA
Las Pinas, Metro Manila, Philippines03.2003
Secondary High School -
La Consolacion College Tanauan (formerly Our Lady of Fatima Academy)
Tanauan City, Philippines03.1998
Primary High School -
La Consolacion College Tanauan (formerly Our Lady of Fatima Academy)
Tanauan, Philippines03.1994
Skills
- Patient Mobility Training
- Process Improvement
- Team Collaboration
- Empathy & Patience
- Adaptability
- Positive Reinforcement
- Social Development
- Observational skills
- Care Planning
- Meal Preparation
- Activity Planning
Cases Handled
Cerebral Palsy, Autism, Hydrocephalus, Seizures, Down Syndrome, Cerebro-Vascular accident, Traumatic Brain Injury, Spinal Cord Injury, Peripheral Nerve injuries, Bell's palsy, Meningitis, Pott's disease, Reflex Sympathetic Dystrophy, Parkinson's disease, Multiple sclerosis, Leprosy, Myocardial Infarction, Post-CABG, Peripheral Vascular Disease, Asthma, Tuberculosis, Chronic bronchitis, Pneumonia, Low Back pain, Osteoarthritis, Rheumatoid Arthritis, Fracture, Frozen shoulder, Strain, Sprain, Contractures, Laminectomy, Poliomyelitis, Radical Mastectomy, Sports/Work related injuries, Joint Replacements, Muscle Tear, Burns, Pressure Sores, Ulcer, Dementia, Alzheimer's, Schizophrenia
Clinical Internship
- 06/02, Dr. J. Rodriguez Memorial Hospital - Tala, Caloocan City
- 07/02, Muntinlupa Medical Center- Muntinlupa City
- 08/02, Healthway Medical Center- Alabang Town Center Branch
- 09/02, Philippine Orthopedic Center- Banawe, Quezon City
- 11/02, University of Perpetual Help Medical Center- Las Piñas City
- 12/02, University of Perpetual Help Medical Center- Las Piñas City
- 01/03, Veterans Memorial Hospital- Quezon City
- 02/03, University of Perpetual Help System - Laguna Medical Center- Biñan, Laguna
- 03/03, University of Perpetual Help Medical Center- Las Piñas City
- 04/03, University of Perpetual Help Medical Center- Las Piñas City
Trainings and Certificates
- National Certificate in Caregiving II, Technical Education and Skills Development Authority, Pasay, Philippines, 12/20
- National Vocational Qualification Level 2 in Health and Social Care, Wave Training Ltd, Birmingham, United Kingdom, 07/10
- Safeguarding Vulnerable Adults, Wave Training, Office 6th floor, 3rd Brindley place, Birmingham, B12JB, United Kingdom, 04/21/09
- Training in Dementia Care: Yesterday, Today, Tomorrow, Alzheimer's Society, Princess Lodge Care Centre, 17 Curie Ave. Okus Road, Swindon, Wilts, SN1 4GB, United Kingdom, 07/16/08
- Basic Life Support: CPR Training for Healthcare Providers, Daniel Mercado Medical Center-Institute of Health and Science, Tanauan, Batangas, Philippines, 06/04-05
Timeline
HOME CHILDCARE PROVIDER
Lais Machado de Oliveira
02.2022 - Current
QUALITY ASSURANCE SPECIALIST
Upwork
02.2017 - 04.2023
TRANSACTION SPECIALIST I SUBJECT MATTER EXPERT
Arvato Bertelsmann
08.2014 - 01.2017
CUSTOMER CARE REPRESENTATIVE I National Account- Healthcare WGS
Expert Global Solutions
01.2012 - 08.2014
HOME CARER (Weekend Only)
Gough's Residence
06.2009 - 11.2011
SENIOR CARE ASSISTANT, LEARNING DISABILITY DEPARTMENT
Princess Lodge Care Centre
02.2008 - 11.2011
CUSTOMER CARE ASSISTANT, MEDICAL SERVICES DEPARTMENT
COCOLIFE
09.2005 - 01.2008
PHYSICAL THERAPY ASSISTANT/VOLUNTEER
Daniel Mercado Medical Center
04.2005 - 07.2005
BSc - Physical Therapy
University of Perpetual Help System DALTA
Secondary High School -
La Consolacion College Tanauan (formerly Our Lady of Fatima Academy)
Primary High School -
La Consolacion College Tanauan (formerly Our Lady of Fatima Academy)
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