Mark Kenji D. Yamaguchi

 Mark Yamaguchi Unit 27P The Pearl Place Tower B Ortigas, Pasig mob: --Skype Id:- I am seeking employment with a company where I can use my talents and skills to grow and expand the company. Qualifications: June 2011-Oct 2012Southgate College High Road Southgate, London N14 6BS United Kingdom Diploma Level 5 in Leadership and Management in Health and Social care and young people’s services Sept 2010- May 2011Southgate College High Road Southgate, London N14 6BS United Kingdom NVQ 3 in Health and Social Care June 1994-Mar 1999University of Perpetual Help Rizal Alabang-Zapote Road, Pamplona, Las Pinas City, Philippines Bachelor of Science in Physiotherapy Employment History: May 2017 – PresentSenior Process Associate Tata Consultancy Services AGL Movers/ Customer Care/ Telesales AWARDS/ACHIEVEMENTS: Voice of the customer Award Record Holder -24 CSAT surveys in one day Assist customers with general inquiries Assist Customers with billing inquiries Assist customers with Supply concerns Assists Customers with payment plans. Retention and win back customers Organize Connection /disconnection Provide World-class customer service Sales Feb 2014 – June 2016Senior Rehabilitation Assistant (Band 3) King’s College Hospital Assist Physiotherapists/Occupational Therapists in assessing and treating patients. Provide feedback to Physiotherapists/Occupational Therapists regarding Patients’ progress Maintain equipment needed by Physiotherapists/Occupational Therapists Send referrals to community rehab teams as well as outpatient clinics and inpatient rehab facilities. Issue walking aids to patients during hospital stay and prior to discharge. Assist Occupational Therapists during access visits to Patient’s houses Maintain a case load of Patients. Ensure accurate and timely Documentation of Patient’s notes on EPR (electronic patient’s record), maintaining confidentiality. Assist with transporting patients to and from the Treatment area. Ordering and maintaining stocks of Braces and Collars. Therapeutic Exercise prescription. Assist Physiotherapists in fitting braces on Patients. Monitor and maintain Wheelchairs and other therapeutic equipment. May 2010 – May 2015Lead Care Manager/ Moving and Handling Trainer Sunrise Senior Living of Beaconsfield Lead Handover meetings Conduct / Facilitate manual handling update training for care staff and managers. Train Medication Technicians on Electronic Medications Management. Assist the Assisted Living coordinator with the recruitment/interview of staff. Assess Moving and Handling needs of residents and generate an action plan. Conduct Supervision sessions with Staff. Assist with staff scheduling when required Assist the Assisted Living Coordinator with performance appraisals and performance monitoring. Assign tasks to care managers every shift Updates ISP’s of residents when needed. Administer medications to residents. Provide coaching and support to care staff. Communicate the care needs of all residents to care staff. Communicate with residents’ families, other professionals and all members of the care team. Attend family meetings. Assist in providing personal care to residents Ensure that all medications are signed for and given by the medication technicians. Ensure all medications that enter the building, including controlled drugs are checked in. Medication Audits Reports directly to the Assisted Living Coordinator Assist in answering both external and internal phone calls July 2007 – 2009Communication Coach Citi Cards/ Billing agent ONSTAR Convergys Sample and evaluate language quality. Participate in calibration sessions with quality/communication leadership staff, Convergys personnel and clients. Achieve departmental productivity requirements. Participate in internal language acceptability audits and recommend changes. Provide feedback through call monitoring system and in-person to assist team leaders in development of front-line employees. Facilitate communication clinics to help front-line employees achieve their metrics. As a Billing Agent for ONSTAR, take calls about billing concerns, and take notes on the comments/complaints and updates on the clients’ records. Handle billing concerns/complaints of ONSTAR subscribers with regards to monthly/annual charges and fees. Process subscription Transfers from traded in vehicles to the new vehicle. Process Transfer of Hands-free calling minutes from the traded in vehicle. Process Subscription suspensions. Process refunds/credits if necessary. Updating of account and billing information. Customer service July 2001- January 2007Professional Medical Representative Stiefel Philippines Awards: Sales Achiever -2001 Product Champion Steroid Range -2001 Sales Achiever Mercury Trade Sector- 2002 Sales Achiever Mercury Trade Sector- 2004 Sales Achiever -2005 Product detailing Daily Doctor Coverage Sales planning and monitoring Execute Marketing programs made by Business unit managers Territory Development Help marketing Division in laying out plans that are territory sensitive. Customer Development Customer Care Product launching and booth exhibits Product presentations Scientific meetings and Round table discussions. Key Accounts Management. Monthly expense and business reports. Merchandising. Other Training: Oct 2018Faculty Development League Tata Consultancy Services July 2015Walking and Balance Rehabilitation National Hospital for Neurology and Neurosurgery Mar 2016CPR and emergency First Aid King’s College Hospital Jan 2015Moving and Handling Train the Trainer (update) Sunrise senior Living of Bagshot Aug 2014Deprivation of Liberty Safeguards Training (1st module) King’s College Hospital June 2014Boots Medication administration and management Sunrise Senior Living of Beaconsfield Sept 2014Mental Capacity Act King’s College Hospital March 2013Electronic Medications Management Trainer Training. Sunrise Senior living of Beaconsfield Character References: Available upon request.