Customer Service Representative, administrative support

SO KUEN LAM-LIEN

********@*****.*** Staten Island, NY 10314-7876

Customer Service Administrative Support

Dedicated Customer Service Representative with a stellar record of addressing customer inquiries, leading follow-up calls, and professionally resolving issues. Expertise in data management, ensuring accurate records, and contributing to HIPAA compliance. Adept at member education, de-escalation, and continuous improvement, as evidenced by successful participation in training programs and contributing to enhancing customer interface points. Met and exceeded performance standards, achieving outstanding QA scores and a loyal customer base. Robust track record of directing staff, optimizing productivity, and coordinating projects with vendors, clients, and agencies. Proficient in administrative tasks, including record-keeping, financial management, and translation services. Adept at communication, customer engagement, and exceeding sales targets. STRENGTHS & EXPERTISE

COMMUNICATION AND ISSUE RESOLUTION: Addressed customer inquiries and complaints through phone and mobile chat channels, achieving monthly and quarterly QA scores of 99+. Contributed to HIPAA compliance and 4-star company rating.

DATA MANAGEMENT AND RECORD KEEPING: Meticulously maintained accurate member data, including addresses, phone numbers, and PCP changes. Demonstrated proficiency in inputting data for efficient issue resolution and record tracking.

CUSTOMER-CENTRIC SERVICE AND RETAIL SALES: Excelled as a Licensed Esthetician, delivering safe and effective facials, transforming treatments into a luxurious experience, and driving retail sales growth. Successfully maintained a hygienic treatment area, contributing to a boost in sales and establishment of a loyal clientele base.

STAFF COORDINATION AND PROJECT MANAGEMENT: Directed work assignments, optimized productivity, and efficiently utilized resources. Coordinated with vendors, clients, and agencies, fostering collaboration and achieving project objectives.

EXPERTISE: Customer Service • Customer Inquiries • Dispatch • New Hires • Billing • Front Desk • CPR • Therapy

Accounts Payable/Receivable • Claims • Metrics • Inventory • Retail Sales • QuickBooks • Salesforce • Plumbing

Microsoft Office (PowerPoint, Word, Excel) • multi-tasking • Clerical proficiency • Organizational skills PROFESSIONAL EXPERIENCE

Healthfirst Insurance Plan Company Customer Service Representative Oct 2020 – June 2023 Communication and Issue Resolution

● Address customer inquiries and complaints through phone and mobile chat channels.

● Conduct follow-up calls to members, ensuring timely issue resolution and identifying potential concerns.

● Assist with inquiries related to authorizations, claims, enrolment, billing, and vendor issues.

● Build and maintain productive working relationships with others and contribute effectively as a team member.

Data Management and Record Keeping

● Maintain accurate member data, including addresses, phone numbers, and PCP changes.

● Input data into the system for record tracking and efficient issue resolution.

● Process premium payments securely and efficiently. Member Education and De-escalation

● Educate members on coverage benefits, plan exclusions, and procedures for enhanced customer service experience.

● De-escalate and resolve complaints, contributing to a positive service environment.

● Report issues or problems with members, systems, and processes to the supervisor. Training and Continuous Improvement

● Assist in the Buddy program for New Hires, ensuring smooth onboarding.

● Contribute to mobile chat pilot program, providing feedback to enhance mobile chat experience.

● Train new mobile chat agents, fostering a skilled and knowledgeable team.

● Meet established performance standards and goals, demonstrating a commitment to excellence.

Achieved monthly and quarterly QA scores consistently at 99 and above, contributing to HIPAA compliance and a 4-star company rating.

Spearheaded enhancement of new mobile chat system within CSR, training new agents and collaborating with IT Development for successful system launch. Heyday Licensed Esthetician Feb 2020 – Mar 2020

Aesthetician Skills

● Administered safe and effective facials, ensuring a positive client experience.

● Followed the Spa Director's standards and protocols meticulously for all skincare procedures.

● Maintained a clean and hygienic treatment area, adhering to established protocols. Customer Service and Sales

● Assisted at the front desk, warmly greeting guests and addressing their needs.

● Actively promoted and contributed to retail sales of skincare products and services.

Transformed facial treatments into a luxurious and high-quality experience by meticulously ensuring safety and quality of each session.

Implemented efficient room turnover practices, and restocked essentials for uninterrupted client comfort.

Followed up with personalized treatment plans, recommending products to enhance individual experiences.

Delivered a significant boost in sales and established a loyal and growing clientele base. Four Seasons Hotel Spa New York Downtown Licensed Nail Technician Jan 2018 – Dec 2019

Customer Centricity and Service

● Executed basic and gel manicure/pedicure services with precision and efficiency, prioritizing attention to detail and ensuring optimal customer comfort and satisfaction.

● Acquired Forbes 5-star service training to deliver exceptional service, adhering to highest standards of excellence.

● Demonstrated a positive attitude and enthusiasm for providing immaculate and visually appealing services. Maintained, cleaned, and adequately stocked treatment room to uphold a consistently high service quality.

Exceeded expectations by consistently prioritizing safety, checking customer comfort levels, and paying meticulous attention to details, garnering numerous compliments and appreciation from hotel managers.

Demonstrated flexibility and reliability in a hotel setting with varied service demands, efficiently managing time and responding promptly to impromptu requests. Achieved high customer satisfaction, particularly when accommodating service based on customer preferences on non-scheduled days.

AAA Total Plumbing Inc. Manager Jan 2009 – Dec 2019 Staff Coordination and Project Management

● Directed work assignments to optimize productivity, ensuring seamless workflow and efficient utilization of resources.

● Coordinated with vendors, clients, and agencies, fostering collaboration and achieving project objectives.

Administrative and Financial Management

● Maintained meticulous records of stock, purchase orders and inventory of supplies and materials, contributing to well-organized data for streamlined operations.

● Managed accounts payable/receivable, employee payrolls, and basic taxes. Communication and Customer Engagement

● Provided translation services, being a fluent Cantonese speaker and Asian native, enhancing effective communication.

● Excelled in customer service and retail sales, consistently meeting or exceeding customer expectations and sales targets.

Successfully grew clientele by ensuring continuous accessibility, making a stellar contribution to the business's transformation into a multimillion-dollar enterprise.

Effectively managed workforce, ensuring adequate staffing levels for unpredictable tasks and assignments, leading to a smooth schedule, satisfied customers, and overall business success.

EDUCATION & CREDENTIALS

● General Equivalency Diploma 1994

● Christine Valmy International School, Nail Enhancement Diploma 2017

● Christine Valmy International School, Aesthetician Diploma 2019

● CPR & AED Training

● Microdermabrasion: Hydro, Crystal, and Diamond

● Advance Chemical Peel AHA and BHA

● Microneedling

● Lash Extension

LICENSES

● New York State Licensed Nail Enhancement 2017

● New York State Licensed Aesthetician 2019

● Driver’s License

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