Bi-Lingual Customer Service Specialist with Healthcare Experience
Resume:
Karen Her
Sacramento, CA
️ ********@****.*******.***
Customer Service Representative
Customer-focused professional with experience supporting healthcare and government programs in high-volume contact center environments. Bilingual communicator skilled in resolving complex inquiries, accurate documentation, and compliance-driven service. Consistently meets performance metrics while delivering clear, empathetic support and efficient issue resolution.
Professional Experience
TTEC — Customer Service Representative
Sacramento, CA
May 2023 – Feb 2024
Resolved customer inquiries efficiently on first contact, reducing repeat calls and escalations.
Managed high inbound call volumes while meeting service-level, quality, and response-time metrics.
Used multiple computer systems to document interactions accurately and track case resolutions.
Collaborated with team members to improve troubleshooting consistency and customer satisfaction.
Maximus — Customer Service Representative
Rancho Cordova, CA
Mar 2022 – Jul 2022
Assisted members with Medicaid-related inquiries via phone, email, and chat.
Maintained detailed, audit-ready records in compliance with program and privacy guidelines.
Escalated complex cases appropriately to ensure timely resolution.
Followed established contact center procedures to ensure consistent, high-quality service.
Molina Healthcare — Care Review Processor
Sacramento, CA
Feb 2021 – Nov 2021
Processed service authorization requests and verified member eligibility.
Communicated with provider offices to obtain complete documentation for case review.
Responded to requests within required turnaround times to meet regulatory standards.
Improved documentation accuracy, supporting faster processing and reduced rework.
Skills
Customer Service & Call Handling
Phone, Email & Chat Support
Data Entry & Case Documentation
Microsoft Office & CRM Systems
Medical Terminology
Compliance & Confidentiality
Typing & Computer Skills
Organizational & Time Management
Team Collaboration
Languages
English
Hmong (Bilingual)
Education
High School Diploma
C.K. McClatchy High School — Sacramento, CA
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