**-**** ***** ******

Kapolei, HI *****

Cellular: 808-***-****

ad2ipy@r.postjobfree.com

Caryn-Ann Pang

QUALIFICATIONS

Highly qualified and diligent professional who is results-oriented and a self-starter. Seeking a position with an organization where my customer service, skills, and knowledge will be highly utilized.

EXPERIENCE

Hawaii Medical Service Association, 818 Keeaumoku St, Honolulu, HI 96814

Consumer Web Support Engineer, October 2016 – Present

Assist members with technical difficulties experienced while using their HMSA My Account.

Work with the web experience team to provide solutions to technical issues experienced by members.

Assists with efforts to identify research and implement process improvement ideas that improve the customer experience and reduce inquiry volume, and costs, or increase efficiency across the organization.

Support and may initiate innovative solutions that promote customer education, services, and self-servicing functionality by participating in innovative sessions to brainstorm, design, test, maintain, document, and promote.

Participate with internal staff to resolve issues and identify areas that will improve the customer experience.

Participate with internal staff to resolve issues and identify areas that will improve the customer's ability to self-serve.

Based on customer feedback, work with HMSA IS staff, business staff, and vendors to identify enhancements that will increase benefits to all customers using HMSA electronic products and services.

Service Monitoring: Monitor service and implementation activities to ensure that customer expectations and service level goals are met. Provide coordination for special projects or problems that require specific attention. Submit regular status reports on the achievement of service levels in implementation and production.

Compliance – Ensure understanding and application of HMSA Compliance Programs and regulatory requirements, as well as federal programs such as the Health Insurance Portability and Accountability Act (HIPAA). Monitor implementation/delivery of services to ensure compliance. Submit regular status reports.

Ensure detailed tracking records are kept of each customer contact, which will be used to update the internal knowledgebase and public-facing resources.

Serve as a project team member for projects of small to large scope and primarily basic (typical) to moderate complexity (occasional). This includes helping to test hmsa.com, or other web/mobile customer applications offered by HMSA when appropriate.

Claims Adjustment Examiner, August 2015 – October 2016

Review previously processed claims being questioned by a customer via public contact inquiries. Determine whether the automated and/or previous examiner's decision is a correct payment policy outcome. Adjust the claim as appropriate.

Respond in writing to public contact areas explaining any corrective action taken. Identify and communicate areas requiring member or provider education to the respective public contact area.

Prepare cases for clinical review to include compiling supporting documentation and identifying issues and/or problems in writing to be reviewed and/or resolved by Medical Management staff.

Review customer appeals and special handle projects and adjust the involved claims as appropriate. Communicate with the internal case coordinator verbally or in writing as necessary to clarify the processing request.

Identify and perform routine analysis of the root causes for customer inquiries to be utilized in meeting corporate goals and/or service level agreements. Document and verbally present problems, recommend solutions, and/or corrective action for issues resulting in customer inquiries.

Identify issues related to payment policy, QNXT system, and claims processing that resulted in payment errors. Research and document findings for problem report submission.

Attend training, meetings, etc to expand business knowledge. Perform other duties as assigned.

Bite Squad/Waitr/ASAP REMOTE POSITION

Customer Support MOD/Team Lead July 2019 – March 2023

Employee Development & Leadership- Continuous employee development and exceptional leadership enhance employee engagement, knowledge, skills, and morale, ultimately leading to excellent customer service. The Supervisor leads and develops Customer Support Representatives by setting clear performance expectations and holding Representatives accountable. In addition, he/she identifies and provides feedback to direct reports through one-on-one meetings, personal development plans, and coaching opportunities.

Quality Management- Structures for performance management are enforced. The Supervisor keeps track of Customer Support performance metrics and uses performance data to identify trends, guiding process improvement. The Team Lead also leverages this information to provide appropriate coaching to Representatives.

Customer Care- Waitr Customer Support aspires to provide world-class southern hospitality for our awesome customers, which include diners, drivers, and restaurant partners. After initiating contact, diners, drivers, and restaurant partners feel satisfied with the issue resolution and therefore continue to use Waitr. The Team Lead coaches Representatives to produce higher quality outcomes for all customers and maintains existing processes to ensure customers are addressed promptly and effectively.

Best Buy, 98-051 Kamehameha Highway, Aiea, HI 96701

Customer Service Specialist, November 2018 – December 2020

Process transactions such as new orders, returns & exchanges, releases, etc. in a timely and efficient manner

Support the Sales Specialists through customer follow-up, scheduling deliveries, reconciling purchase orders, and stock checks.

Demonstrate company sales model to offer each customer the complete solution (Accessories and General Service Contracts) to their purchase.

Complete shipping invoices and reconciliation reporting

Assists Inventory processes such as various report reconciliation (unaccounted research report) receiving the product, shipping product, or customer will-calls.

Hawaii Information Consortium, 201 Merchant St Honolulu, HI 96813

Quality Assurance Analyst, January 2014 – April 2015

Assist the project team to develop, maintain and create test plans for both manual and automated test scripts to execute user interface, functionality, system, and “ad-hoc testing

Assist project team to report, track and close bugs to ensure a defect-free product is delivered at user acceptance testing

Collaborate across teams to evaluate and suggest improvements to the software/project development process

Document quality assurance practices

Develop, evaluate, and document relevant metrics for measuring process, testing, and deliverables quality

Develop and document recommendations based on test results, metrics gathered, and feed back to improve processes and deliverables

Meet milestone deadlines directed by management

Lead peer reviews of project and process deliverables

Review software documentation to ensure technical accuracy, compliance, or completeness

Perform scenario-based testing on projects

Ensures stories contain specific acceptance test conditions which communicate objectives to both technical and non-technical stakeholders

Develop and write black box and GUI test cases, designing tests to mitigate risks and helping business experts define requirements

Technical Support Representative, August 2010 – January 2014

Provide professional, accurate, and timely responses to customer inquiries via email, phone, and chat.

Answer questions about 100+ HIC services and their functionalities inside and out as well as continuously learn new services that we develop (On average 5-10 each year).

Deal with technical issues with our sites and researches other technical information as needed

Communicate information internally and externally (to the public) promptly during service outages.

Handle and resolve customer complaints

Use provided tools for issue tracking and reporting purposes including Jira, Confluence, FreshDesk, Provide Support Chat Software, and others.

Identify areas for improvement with our services and communicate to internal project teams.

Identify and troubleshoot errors in services with internal project teams.

Work with user experience designers on suggestions for how to continuously improve the services we offer.

Greet people walking through the door and assure they get logged in/out and take/return a badge.

EDUCATION

Spokane Falls Community College, Associate of Arts, Liberal Arts Degree,

May 1999; GPA 3.5

Heald College, Associate in Applied Science, Electronics Technology,

April 2002; GPA 4.0

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