Customer Service Software

Daniel Shih-Dan Yen

Summary of Qualifications

Perfect attendance at Home Depot ATC since starting work as K-Force Contractor from August 17, 2016

Handles Tier 1 support calls, guiding callers through problem resolution, managing open tickets, escalating when appropriate, and sharing insights and information to fellow team members.

Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support

Monitored system updates to remain aware of common problems users are experiencing

Actively listens to and builds rapport with end users to elicit problem details

Performs software installations for customers

Applies diagnostic utilities to aid in troubleshooting

Accesses software updates, drivers, and knowledge base to aid in problem resolution

Documents all pertinent end user identification information including nature of problem

Records, tracks, and documents the problem-solving process for each ticket

Received 100 on call monitored Quality Scores for both Customer Service and Procedural on 10/3/16 and 1/9/17

Consistently one of the Adherence Leaders for K-Force Contractors. January 2017 – Gold Status; November 2017 – Silver Status; October 2017 – Silver Status

Received Letter of Recognition from the ASC Help Desk on December 7, 2016 for helping a store program a Zebra Scan Gun (DS-6708)

Monitored medical facilities that Medicaid patients went to via Medicaid Transport to see if the facilities are Medicaid/Medicare billable.

If the facilities are not Medicaid/Medicare billable, the NPI monitor is responsible for contacting the Medicaid patient to deny the Medicaid transport.

Responsible for adding Medicaid/Medicare billable medical facilities into the Facilities Editor Database.

Got terminated when I was sent back to the call center to help out on a busy day.

Answering telephone calls in a call center from Medicaid members who request a Medicaid ride.

Make reservations for Medicaid members to take Medicaid rides to any Medicaid/Medicare approved facilities.

Ability to use Microsoft Software such as MS Access, MS Excel, MS Word, and MS PowerPoint.

Have good working knowledge of TWIST.

Worked with the Unemployment Insurance (UI) Data Review team to make sure the UI Data is accurate and up to date.

Worked as a Mental Health Counselor while serving in the Army from 1992-1998.

Assisted soldiers with mental and emotional issues.

Education

Masters Degree Jun 1998 – May 2004

Texas State University, San Marcos, Texas

Bachelors Degree Sep 1984 – Jun 1988

University of Texas, Austin, Texas

Computer Skills

Typing Speed 45 Words Per Minute

Database Software (Oracle, Access, etc)

Data Entry Terminal (PDT, Mainframe Terminal, etc)

EMail Software (Outlook, Thunderbird, etc)

Internet Browser (Internet Explorer, Firefox, etc)

Peripheral Devices (Scanners, Printers, etc)

Personal Computers

Presentation Software (PowerPoint, Flash, etc)

Spreadsheet Software (Calc, Excel, etc)

Word Processing Software (Word, WordPerfect, etc)

Additional Computer Skills: Cognos - Impromptu, SAS, SPSS, and HTML.

Language Skills

English - Excellent

Chinese - Fair ( Speak )

Additional Skills

Presentation skills on subject matter involving economic research.

Customer Service (Call Center telephone skills), Ability to use Microsoft Software such as MS Access, MS Excel, MS Word, and MS PowerPoint.

Ability to use statistical software such as Cognos (Impromptu), SPSS, and SAS.

Coordinated and worked closely with Bureau of Labor Statistics agents in Dallas and Washington DC in producing and disseminating Mass Layoff Statistics Reports for the State of Texas and the Nation.

Have good working knowledge of TWIST.

Worked with the Unemployment Insurance (UI) Data Review team to make sure the UI Data is accurate and up to date.

Have good working knowledge and working process of Medicaid/Medicare policies.

Work History

Home Depot ATC, Austin,Texas Aug 2016 - Present

K-Force Contractor

Handles Tier 1 support calls, guiding callers through problem resolution, managing open tickets, escalating when appropriate, and sharing insights and information to fellow team members.

Fields, addresses, and prioritizes incoming help requests via phone, tickets and remote support

Monitored system updates to remain aware of common problems users are experiencing

Actively listens to and builds rapport with end users to elicit problem details

Performs software installations for customers

Applies diagnostic utilities to aid in troubleshooting

Accesses software updates, drivers, and knowledge base to aid in problem resolution

Documents all pertinent end user identification information including nature of problem

Records, tracks, and documents the problem-solving process for each ticket

Logisticare Solutions, Austin Texas Jul 2015 – Jan 2016

NPI Monitor

Monitored medical facilities that Medicaid patients went to via Medicaid Transport to see if the facilities are Medicaid/Medicare billable.

If the facilities are not Medicaid/Medicare billable, the NPI monitor is responsible for contacting the Medicaid patient to deny the Medicaid transport.

Responsible for adding Medicaid/Medicare billable medical facilities into the Facilities Editor Database.

Responsible for ensuring that Medicaid patients only get Medicaid transportation to those Medicaid/Medicare billable medical facilities so that Medicaid abuse does not occur involving Medicaid medical transportation.

Got terminated when I was sent back to the call center to help out on a busy day.

I disconnected the phone call from some Medicaid members due to my telephone not being able to log out properly. This was due to technical issues.

Logisticare Solutions, AUSTIN, Texas Jul 2014 – Jul 2015

Customer Service Representative

Answering telephone calls in a call center from Medicaid members who request a Medicaid ride.

Make reservations for Medicaid members to take Medicaid rides to any Medicaid/Medicare approved facilities.

Reservations for transportation could also include pharmacy stops to pick up prescriptions.

Reason for Leaving – Promoted to NPI Monitor.

Texas Workforce Commission, AUSTIN, Texas Jul 2013 – Apr 2014

Economist II

Lead Analyst for the Occupational Employment (OES) Wage Report Unit.

Responsible for collecting Occupational Wage Data via telephone, e-mail, or fax.

Determine if wages sent in by employer’s matches the job titles.

Look at the Quarterly Census Employment and Wages System to determine if reported employment is in line with bench-marked employment.

This program is funded by the Bureau of Labor Statistics (BLS).

I got transferred to this program due to the federal budget cut that eliminated the Mass Layoff Statistics Program in June 2013.

Unfortunately, the OES Program has no use for the skills as an economist that I developed during my 12+ years at the Mass Layoff Statistics Program. Had disagreemts with previous manager. Got terminated on April 24, 2014.

Texas Workforce Commission, AUSTIN, Texas May 2001 – Jun 2013

Economist II

Primary analyst responsible for the operation of the Bureau of Labor Statistics (BLS) Mass Layoff Statistics (MLS) Program.

Created and maintained a Project Database outlining projects assigned and dates completed.

Downloads UI initial claims data and quarterly continued claims files from PROMIS system.

Updates quarterly the necessary establishment, final payment, and continued claims computer files for MLS system.

Prepares monthly analysis of MLS Activity and reports on significant events and trends in data.

Created the MLS Web pages on TRACER back in 2002.

Prepared special reports on request from inside/outside agency, including the Texas State Legislature, especially during the legislative session.

Created the Layoff Activities Database going back to 2007 in order to track companies going through layoffs.

Responded to telephone and mail requests for data from the general public, media contacts, and other governmental agencies.

Assisted in producing the Statewide Texas unemployment rates.

Very proficient in the use of MS Access, MS Excel, and MS Word.

Have working knowledge of Cognos Impromptu, SPSS, SAS, Map Info, and TWIST.

Very efficient in creating databases.

Working knowledge of statistics such as forecasting (Regression Analysis).

Created an MLS technical manual to instruct analysts how to run the MLS program for the State of Texas.

Made a presentation at a BLS conference in Santa Monica, California in 2003 regarding Texas Mass Layoff Statistics.

Participated in the Texas UI data review. Know the Workforce Investment Act (1998), and the Texas Unemployment Insurance Act.

Texas Workforce Commission, AUSTIN, Texas Jan 2000 – Apr 2001

Alien Labor Analyst

Reviewed Alien Labor Applications to ensure that employers hiring foreign workers have met the requirement that they have first attempted to actively hired American workers.

Also checked applications to ensure that the job offer to foreign workers did not have salaries less than the prevailing wage.

Texas Workforce Commission, Austin, Texas Aug 1999 – Dec 1999

Research Specialist II

Worked with the Workforce Investment Act (1998) in calculating performance measures in order to ensure that WIA Training programs are meeting their goals.

Used software such as MS Access, MS Excel, SPSS, and Cognos Impromptu to determine if WIA performance measures are being met.

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