Customer Service Management

KENT B. LUONG

**** *********** **** • Hamilton, OH 45011• 513-***-**** • ********@*****.***

OBJECTIVE

To obtain Analyst/ Operations Management position in that will utilize my business knowledge with analytical and critical problem solving skills.

QUALIFICATIONS

• Operations and business management skills: product/business development, marketing, and analysis

• Analytical/critical problem solving skills: decision making, risk assessment, and options analysis

• Interpersonal skills: leadership skills, performance management, and team building

• Excellent time management and organizational skills

• Bilingual: English and Vietnamese

• Proficient in computer software: Microsoft Excel, Word, Access, and PowerPoint

EDUCATION

Master of Business Administration 07/2009

American InterContinental University Hoffman Estates, IL

• Concentration: Operations Management

• GPA: 3.75/4.00

Bachelor of Arts in Economics 06/2004

University Of Cincinnati Cincinnati, OH

EXPERIENCE

Marketing and Operations Management 06/2010 to Present

Bobo, LLC. West Chester, OH

• Managed marketing budget and remained accountable for delivering volume and ROI

• Maintained and developed relationship with client’s business needs, organization and objectives

• Developed strategic business plans to respond to market trends and consumer behaviors

• Analyzed and evaluated revenue, optimization, profitability, pricing, utilization, and market analysis

• Researched and implemented continuous improvement of business process and objectives

• Managed resources to ensure successful execution of programs and achieve forecasted goals

• Responsible for daily operations and operational measurements of multifaceted marketing campaigns

Correspondence, Claims Analyst 08/2004 to 06/2010

Humana, Inc. Cincinnati, OH

• Researched, investigated, evaluated, and adjusted provider claims for accurate processing information

• Ensured medical payments are appropriate and processed in a timely manner

• Generated appropriate letters to properly respond and correspondence to customer/ providers inquiries

• Analyzed and prioritized information, distilling and drawing accurate conclusions

• Highly focused to the needs and perspectives of customers and aligned with Humana’s vision

• Participated, assisted, developed, and provided operational support as needed to various departments

• Maintained an expert level of knowledge relative to information and data retrieval: knowledge of UB92, CPT codes, and medical insurance terms/jargons

Customer Service Supervisor 03/2003 to 08/2004

Berkeley, Inc. Cincinnati, OH

• Supervised, monitored, tracked, and supported staffs daily operations to maximize productivity

• Identified, supported, and provided staffs with training to meet quality/compliance standards

• Handled all customer escalated issues: shipping, orders, cancellations, and other requests

• Resolved any customer issues or complaints to ensure customer service and loyalty

• Conducted sales, offering and explaining additional features, benefits, and services on other products

• Handled complex problems, separating key issues and generating multiple solutions

• Analyzed and identified trends to create reports cross functionally with management

• Trained new hires/employees on company policies and procedures

Operations and Marketing Management Assistant 06/1999 to 03/2003

VN Coffee, Ltd Santa Ana, CA

• Researched and analyzed industry trends, consumer behaviors, and competitors’ initiatives

• Identified prospective business development opportunities and developed implementations

• Assessed revenue potential of marketing strategies- evaluating current/future products and strategies

• Formalized strategic alliance programs to ensure compatibility with key partners/marketing efforts

• Analyzed flowcharts, customer segments, and SMART metrics to measure/improve performance

• Researched and assessed Quantitative and Qualitative analysis on brand awareness and customers

• Evaluated factors in developing and managing marketing communications for new products/services

• Identified the implications of market segmentation, target market selection, and marketing mix

Accomplishments:

Joint partnership with vendors/suppliers to reduce and control costs with focus on continuous improvement

Increased revenue by 24% while saving significantly on overhead costs by reducing and eliminating waste

Inventory Control 05/1997 to 06/2000

BTL Aerospace, Inc Santa Ana, CA

• Analyzed data to optimize inventory turns and maintain sufficient inventory

• Responsible for inventory control to reduce/eliminate any obsolete materials

• Handled all review, procurement, and inputting parts in computer system

• Work efficiently with other internal departments cross functional

• Maintained daily, weekly, monthly inventory control: cycle counts, filing shortage claims, processing surplus parts

Contact this candidate