Customer Service Communication Skills

Thouen Thlang

**** ********* **.

Eagan, MN *****

Cell: 651-***-****

To whom it may concern,

I am submitting my resume for consideration towards the open position. Due to understanding how important a job is, I reassure I will put my best efforts forward to complete assigned tasks and all position requirements.

I have various skills to offer. These include:

Approachable characteristics

Customer service experience

Reliable with excellent attendance

Great time management with high efficiency skills of organization

Self-motivated with ability to work independently and with teams

Able to handle fast paced business

Highly skilled with technology/computers/office tasks/phone

Efficient communication skills

My jobs have required me to attend to customers’ needs along with fast paced demands. My organization skills are exceptional due to keeping track of time and organizing consumer data. Providing interpersonal and communication skills with proper manner and working well alongside people is a must. Also, all jobs require an understanding of how important safety protocols must be met.

I would like to thank you for taking the time to read over what I have to offer towards this position. Please do not hesitate to contact me by phone at 651-***-**** or by e-mail at ********@*****.***. I have enclosed my resume for your review. I look forward to hearing from you.

Sincerely,

Thouen Thlang

OBJECTIVE

My objective is to gain a higher level of working experience with a long term position to ensure safe, positive, and great accomplishments. I am more than interested in moving up within a growing organization and willing to gain knowledge of all aspects of the position.

PROFESSIONAL EXPERIENCE

ACCOUNTING SPECIALIST

Jefferson Capital System

16 McLeland Rd, St Cloud, MN 56303 Nov 2022 – March 2023

Account Reconciliation

MS Excel

Compile Data

Data Analysis

Account Analysis

Responding to requests for information and documentation

Handling renewal of expiring policies

Processing claims and invoices

Assisting with audits

Mortgage bank statements

Stay on top of account, making sure they receive services that are within their budgets and needs

Discuss process and find new ways to improve for business

Generate progress reports for clients and senior leaders within the organization

PURCHASE AGREEMENT REVIEWER

Wells Fargo Home Mortgage

2650 Wells FargoWay Minneapolis, MN 55408 Jan 2022 – July 2022

Review loans in core

Update contracts per purchase agreement accordingly into core

View and update product and pricing rates

Update core closing fees

Develop and maintain vendor services relations

Stipulations for associated parties

Identify and report issues to hmc, closer, management team

Implementation tasks and budgets

Reporting and extracting data per purchase agreement

Update adjustments needed per core validations

Comprehensive loan review excel database sheet

PROVIDER DATA SPECIALIST/QUALITY ASSURANCE AUDITOR

United Healthcare-OPTUM August 2016 – May 2021

11000 Optum Circle, Eden Prairie MN 55344

Database maintenance.

Reporting and extracting data for various reports and analysis.

Initiating database improvements.

Coordinate corrective activities.

Update credentials audits for behavioral health and physical health.

Outbound calls to providers for survey on credentials in a timely matter.

Providing feedbacks to reduce errors on claims payments, accurate referrals, and authorization.

DOCUSIGN EMAILS, FACETS, NMDB, PEGA and NDB

Provider Liability Insurance work queue.

Provider Data Validation for updated email and TIN number.

Mail sorting at subject line match up and sort dc demo to physical health and behavioral health.

IRQ’s contacting re-credentialing for primary address verification for given providers.

Attestations and Rosters clinician audit updates

BH/PH PDA Email archive verifications

Provider Data Accuracy Quality Auditor

Conducts comprehensive audit of Provider, credentials and SOT’s

Provides absolute accuracy for the most comprehensive audit at UHC

Ensures quality between multiple segments of the contract process

Participates in projects as needed

Evaluated quality levels through standardized reviews

Conducted quality reviews, track results, and communicate trending

Utilized SharePoint sites to track and monitor database

Audits internal and external database processes

Provided Training for Partner QA’s to follow Data guidelines

Ensured a standardized Compliant process

identified Compliance errors, HIPAA violations and provides reporting to leadership

Developed Policy and Procedures for Re-evaluation process

Provided guidance and support to team/providers

Coordinated communication with Partner managers and UHC

Worked under stringent deadlines and ensures accuracy

Managed deadline oriented tasks while demonstrating critical thinking

Using clouds technology to better connect with customers, partners and potential customers.

Using analytical clouds to advertise and conduct weekly brainstorming with the team

Populated and maintain the workbook

Design and implement a project that raise system efficiency

EXAMINER 1 COORDINATION OF BENEFIT

Blue Cross Blue Shield of MN March 2016 – July 2016 Blue cross Rd. Eagan, MN 55122 -TEMP

Search claims that needs to be process and submit claims to be adjusted.

Take inbound calls to update PRI AND OCI screens on NMBS (Rumba).

Determine OI codes for primary, secondary, and tertiary coverages.

On FOCUS looking up claims to be adjusted doing 2 pieces for closed and adjustment piece for claims and attach the claims piece.

Updating Medicare for age/disability entitlements with right OI codes to determine primacy.

FEP open pieces to 72900 Emp# and close pieces to reflect off open pieces.

Determining when to send out EOB’s and advising members to get EOB’s from providers before setting up claims.

FINANCE/BILLING OPERATION SPECIALIST

Blue Cross Blue Shield of MN Oct 2015 – Feb 2016 Blue cross Rd. Eagan, MN 55122 -TEMP

Manage and solve BCBS members insurance billing profile flowing standard of operations.

Create delinquency letters to mail out to members and also canceling members delinquency triggers.

Update members billing carrier type.

Terminate and reinstate members.

Outbound calls using voicemail log spreadsheet.

Transfer cash activity maintenance and refund billing AR adjustments.

Reprint/ Rebill subscribers pending unbilled adjustments.

Collection and credit balance reports.

Working in benefit focus adding auto drafts (EFT) from bank account upon subscribers requests.

LOAN DOCUMENT SPECIALIST

Wells Fargo Document Custody May 2013 – Feb 2015

751 Kasota Ave. SE, Minneapolis MN 55414

Verify loan documents by groups, prepped the loans, scan the loans by using image scanner.

Validated the loans sent from scanner for errors.

Scanned and enter data into the system and manifest the loans.

Organize the loans for the next processing step.

CUSTOMER SERVICE/MACHINE OPERATOR

Plastic Promotions Aug 2010 – Mar 2013

1286 Trapp Rd. Eagan, MN 55121

Labeled cards, lasered vfolds, and zfolds form through digital printer.

Customized forms for customers upon their requests.

Using thermal technique for gift cards by thermal machine.

Verified cards through verifications machine built on gavehrin.

Check cards for errors and mag stripes for quality.

Entered all the data into the system in appropriate file.

Submit invoice and work closely with project manager to obtain good and efficient communication with the customers.

SKILLS

Microsoft words

Microsoft Excel

Power Point

Spreadsheet

Multitasking

Detailed Oriented

Office System

Microsoft Office

Records

Transcription

Bilingual:Khmer

REFERENCES

Available upon request

Contact this candidate