Bilingual Client Solutions Specialist & Escalations Expert
Resume:
Cynthia Kuenang
CHARLOTTE, NC *****
980-***-**** - ************@*****.***
Professional summary
Bilingual Customer Solutions Professional with 6+ years of experience delivering exceptional customer support and account coordination across healthcare, pharmacy, and medical technology industries. Proven ability to manage client relationships, resolve complex escalations, coordinate cross-functional teams, prioritize high-volume workflows, and identify service trends that improve operational efficiency. Experienced working with Sales, Technical Support, Logistics, and Account Management teams while delivering outstanding customer experiences. Fluent in English and French with strong proficiency in Salesforce, Office 365, Avaya, and CRM systems. Skills
• Customer & Stakeholder Engagement • Account Management
• Escalation Management • Workflow Prioritization
• CRM: Salesforce & Navigate Fusion • Avaya Telephony
• Office 365 • Cross-Functional Collaboration
• Sales Support • Account Coordination
• Data Analysis & Reporting • Process Improvement
• Healthcare Compliance
Work history
02/2025 to Current Client Solutions Specialist – Bilingual French/English (Contract) ICU Medical – Charlotte, NC
Served as primary bilingual point of contact for French-speaking healthcare clients, delivering accurate, culturally appropriate support that strengthened client relationships.
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Resolved complex, high-stakes client inquiries related to ICU Medical products, ensuring timely follow-through and consistently high satisfaction outcomes.
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Collaborated cross-functionally with Sales, Technical Support, Logistics, and Account Management teams to resolve complex client issues and improve operational efficiency.
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Prioritized and triaged high-volume client requests, ensuring timely distribution, follow-up, and resolution of customer inquiries and escalations.
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Maintained accurate, compliant documentation of all client interactions and case resolutions within the CRM system.
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Translated client and internal correspondence between French and English to ensure seamless service delivery.
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Monitored customer interactions to identify recurring trends, providing actionable insights to leadership that supported continuous process improvements.
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Managed a high volume of inbound phone, email, and online contacts with professionalism and precision, in full compliance with healthcare industry standards.
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10/2023 to 12/2024 Intake Specialist (Contract)
ThermoFisher Scientific – Charlotte, NC
Served as primary bilingual point of contact for French-speaking clients, delivering linguistically accurate, culturally sensitive support.
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Resolved client issues efficiently by identifying root causes and applying solution- focused problem solving.
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Triaged and prioritized incoming client cases, ensuring timely assignment and efficient workflow management across multiple departments.
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Partnered with Sales, Technical Support, Logistics, and Account Management teams to coordinate client requests and resolve complex issues efficiently.
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Conducted post-resolution follow-ups to confirm client satisfaction and identify opportunities for service improvement.
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Translated customer communications and internal documents between French and English to support operational efficiency.
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Analyzed customer interaction trends and reported findings to leadership to improve service quality and operational performance.
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05/2021 to 09/2023 Customer Service Representative Circle K – Charlotte, NC
Provided accurate, empathetic support to pharmacists and patients across phone, chat, and email channels.
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Advised patients on insurance regulations, medication benefits, and coverage restrictions with clarity and precision.
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Investigated complex inquiries, engaging Medical Consultants, Account Managers, and Network Managers as needed to reach resolution.
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Resolved customer requests accurately and on time; escalated complaints per established protocols.
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Identified and reported trends in billing denials, claim denials, and pricing errors to program management.
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Made outbound calls to prescribers and patients to coordinate care and ensure continuity of service.
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11/2018 to 05/2021 Call Center Representative
CVS Pharmacy – Dallas, TX
Managed end-to-end order processing, coordinating with warehouse associates, customers, and field sales teams to ensure smooth fulfillment.
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Resolved third-party insurance rejects by reviewing documentation, correcting claims, and resubmitting for processing.
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Contacted insurers to obtain override approvals and resolve third-party billing issues.
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Processed orders received via phone, fax, mail, email, and verbal communication with speed and accuracy.
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Coordinated special orders and manufacturer communications with field sales associates.
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01/2017 to 11/2018 Customer Service Representative Pitney Bowes – Baltimore, MD
Proactively resolved customer concerns, maintaining consistently high satisfaction scores.
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Diagnosed root causes of product and service complaints and delivered effective resolutions.
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• Identified cross-sell opportunities while answering product and service questions. Managed high call volumes promptly, minimizing wait times and ensuring a positive customer experience.
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Education
01/2015 Bachelor of Science: Information Management University of Bamenda - Cameroon
LANGUAGES
French – Native / Fluent English – Fluent / Professional
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