Customer Service Specialist

916-***-**** ********@*******.***

Nyia Vang

SUMMARY

Motivated and highly skilled professional seeking a challenging full-time position that allows for the utilization of exceptional interpersonal skills, excellent time management, and critical thinking abilities. Possessing a strong work ethic, adaptability, and outstanding interpersonal talents, I am an exceptional problem-solver who excels at working independently and quickly mastering new skills.

WORK EXPERIENCE

10/2021 – 02/2023 Claim Adjudication Specialist

EDD (UI), Manpower/Maximus

Assess eligibility for UI claims in accordance with applicable laws and regulations, utilizing software, databases, scripts, and tools appropriately Collaborate with parties to resolve issues and review contested claims for redetermination

Manage confidential and time-sensitive information with discretion and accuracy Engage in active listening with claimants, employers, and third-party vendors to verify and clarify information, while diffusing angry clients as needed Provide employer account maintenance, including assisting with report completion and submission, and processing employer-submitted reports Investigate improper benefit payments and UI applications, referring callers to anti- fraud and identity theft resources, and preparing cases for prosecution Prepare UI case materials for review and maintain files, closing cases according to established procedures

Identify trends and recommend corrective measures, collaborating with peers and leaders on issues and concerns.

04/2017 – 03/2021 Complex Authorization Specialist TriWest HealthCare Alliance

Abstracted patient information from medical records to create new authorizations for medical care

Analyzed policy guidelines and regulations to determine the need for authorization updates or provider review

Obtained additional information for authorization requests by communicating with provider offices through phone and email

Audited and updated authorizations to meet minimum guidelines Analyzed incoming VA requests and assigned tasks to the appropriate departments for completion

Conducted training sessions for new employees as required Scheduled patient appointments, diagnostic specialty appointments, tests, and procedures

Conducted detailed medical reviews of prior authorization requests in accordance with established criteria and protocols

Processed medical claims for payment

Made outgoing calls to veterans to schedule appointments. 10/2015 – 12/2016 Appointing & Authorization Agent Kelly Services, INC

Conducted a comprehensive review and input of intricate authorizations and referrals from both VA and service providers

WORK EXPERIENCE

Initiated data entry pertaining to potential quality concerns Ensured precise data entry and completion of authorizations to maintain operational efficiencies

Scrutinized pertinent information, including medical records and referral/authorization forms

Solicited the requisite records and conducted the initial evaluation of such records for accuracy and completeness.

08/2014 – 10/2015 Service Support Agent

Dealer Track Technologies

Provided exceptional service and support to clients and customers by expertly handling incoming calls

Efficiently managed and maintained vehicle titles, ensuring accuracy and compliance with regulations

Responded promptly and professionally to client inquiries related to vehicle titling and registration

Utilized proactive communication skills to contact dealers, state motor vehicle agencies, and customers to obtain necessary vehicle title adjustments Processed applications for duplicate vehicle titles and effectively managed changes to vehicle titles, ensuring timely and accurate completion 04/2014 – 08/2014 Service Support Agent

Volt Workforce Solutions

Effectively managed and resolved inbound calls from diverse clients and customers with professional customer service techniques.

Coordinated and maintained accurate records of vehicle titles and registration, ensuring compliance with legal regulations and company policies. Provided timely and comprehensive responses to client inquiries regarding vehicle titling and registration requirements and procedures. Proactively liaised with various dealers, state motor vehicles agencies, and customers to obtain and verify vehicle title information to facilitate requested changes. Expertly processed applications for duplicate vehicle titles and facilitated changes to vehicle titles with utmost accuracy and attention to detail. 06/2003 – 02/2011 Customer Service Representative

Verizon Wireless

Successfully managed high-volume call queues of 65-75 calls per day, efficiently addressing customer concerns and providing high-quality service. Performed Tier 1 troubleshooting to resolve service and equipment issues, utilizing a comprehensive understanding of products and services. Conducted thorough research to identify and resolve billing inquiries, ensuring accurate and timely resolution.

Responded to customer inquiries relating to service, rates, adjustments, and policy issues, utilizing exceptional communication skills to deliver effective solutions. Maintained accurate customer service data, regularly updating and retrieving information to ensure prompt resolution of issues. Provided frontline customer support and assisted with product and service transactions through telephone and email channels. Demonstrated excellent communication skills in resolving product and consumer complaints, consistently maintaining a calm and professional demeanor. Effectively diffused tense situations, promoting high customer satisfaction and retention.

Consulted with customers to identify and resolve service and billing issues, delivering knowledgeable and friendly service.

EDUCATION

Sacramento, United States High School Diploma

Grant Union High School

SKILLS

Strong Typing Skills (50 WPM) Excellent phone etiquette Professional Customer Service MS office 2007,2010,Outlook Call Center Service operations Knowledge of clerical methods Excellent Work Ethic Problem Solving

Adaptability Goal-oriented

Production Goals Complex Coverage Issues

Claims review Organizational Skills

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