Customer Service Project Manager

Roger Cheng

***********@***.*** www.linkedin.com / in / rogerkcheng Cell: 818-***-****

Customer Service I n terpersonal

Problem Solving Adaptable

Presentation Planning and Organizing

Education : BS - Marketing, California State University North ridge

Technologies: M icrosoft Office, Lotus Notes, Adobe Photoshop,

I n ternet

WORK EXPER I ENCE

I N TERNET RESPONSE TEAM I I I - H EALT HNET AUGUST 2013-PRESENT

• Handled member driven inquiries via electronic mail and chat for all States and

L ines of Businesses.

• Dedicated CalPERS Phone Team.

• Solely handled Schedule of Benefits and Coverage project.

• Composed member letters approved by compliance as a special project.

CUSTOMER SERV ICE REPRESENTAT IVE I I - H EALT HNET JULY 2011 –

A UGUST 2013

• Managed high volume of inbound calls daily for State Health Program members

and providers.

• Handled customer inquir ies, concerns, and billing questions.

• In terfaced daily with enrollment services, utilization management, and

p harmacy.

• Assisted new employee t rainings through mentoring.

• Performed special projects assigned by management.

ACCOUNT REPRESENTAT IVE - GLOBAL V IS ION SYSTEMS JULY 2009-

FEBRUARY 2011

• Assisted management in areas regarding customer service, marketing, and

b illing.

• Acted as liaison between multiple departments and management.

• Collaborated with management to develop marketing materials.

• Supervised the company’s social media network.

• Made outbound sales calls to banks and credit unions to promote our company

p roducts.

• Attended t rade shows, exhibitions, and conferences to generate interest for our

company products.

NOTABLE PROJECTS

• Assisted management with developing a call center guide to educate providers on

registering and navigating the Health Net website. Resulted in provider call

reductions up to 10%.

• Assisted management with creating and editing PowerPoint slides for the

California Based Adult Services program.

• Developed and maintained a central marketing database for all sales associates.

• Developed a mail merge using M icrosoft Office, Excel, and Outlook to simplify our

m ass mailing campaigns.

AWARDS & CERT I F ICAT IO NS

• California L ife & Health L icense: 0F53722

• Received the Rookie Award for achieving satisfactory audits within the first 3

months of hire.

• Won Medi-Cal and Dental Enrollment awards in the months of 2011-2012.

VOLU N TEER EXPER IENCE

MARKET ING – UN I T ED CANCER ADVOCACY ACT ION NETWORK MAY 2014-

PRESENT

• Maintained and refined the organization’s website.

• Developed marketing and promotional materials.

• Researched and Developed database of small businesses in target cities.

• Attended exhibits to generate interest to the organization.

• In teracted with potential customers directly to promote and sell UCAAN

merchandise.

PROJECT MANAGER– GREEN L I FESTYLE NE TWORK SEPTE MBER 2013-

DECEMBER 2013

• Assisted in the organization's expos by guiding exhibitors.

• Provided product placement recommendations.

• Acted as liaison between exhibitors and the founder.

• Ordered event supplies and ran errands.

Contact this candidate