Anh Dang

Manage the monitoring team with monitoring all of the call centers for DMV in CA.
Supervise 4 analysts.
Guide the analysts to think outside the box and achieve the goal of the assignments.
Assist call center managers with their staff's adherence, research trends and give the call center manager's recommendations on how to help their staff stay in adherence.
Assist analysts and vendors on developing ideas and build a roadmap on how to improve on IT issues for the call centers.
Collaborate with IT vendors to research, analyze , and recommend technologies and programs to use for the call centers.
Manage and train the AWS platform to managers and staff to help accomplish the department's vision and goals to help move our contact center systems integration project forward with the new units added onto the AWS platform.
Assist in creating guidelines and testing for a new automation system for AWS platform.
Collaborate with Tech, CRM, Training, and project teams to provide excellent customer service.
Develop PowerPoint Presentations on the call center notification data, trends, and recommendations with a strategic plan and innovative ideas to leadership.
Assist in developing a plan for the flow of workload to meet deadlines.
Interpreting policies, regulations, and laws on bills for the department.
Communicate effectively verbally and written to staff and management team.
Market AWS platforms to other leadership.

Lead staff with their workload to meet deadlines.
Trained and developed staff on their job duties through zoom and adobe
Managed staff's timesheets, sign in sheet and leave request.
Assisted staff with human resource paperwork.
Effectively communicated with staff and management about Unemployment workload.
Follow laws, policies and procedures of Unemployment Insurance.
Assisted and coach staff with their adherence on the VCC and WFM platform.
Research, evaluate, and oversee the WFM platform to ensure that the staff's schedule is updated and the managers are following their staff's adherence to reach the department's goal.
Assisted claimants on their Unemployment Insurance Benefit Claims through SCBD and CUBS.
Collaborate with IT vendors to help troubleshoot agent's IT issue.
Collaborate with the tax branch to train the re-directed staff on their workload.
Research, analyze, and give recommendations on the trend on workload.
Market department's programs to claimants and employers on the services that the department provides.

Analyzed and applied the state tax credit code laws, rules, regulations, policies, andprocedures.

Analyzed and determine Work Opportunity Tax Credits applications for employers and agents.

Multitask with high volumes of production. Communicated effectively with coworkers and managers via email and verbal communication.
Assist with testing the automation on the production system.
Assisted managers with training new hires to meet deadlines.

Provided effective customer services employers. Provided and market information for community-based organizations and employers about tax credit programs. Assisted management in projects such as team building, staff empowerment, and training and development for staff. Assisted management in note taking in meetings.
Lead in training the staff on how to determine tax credits.
An outstation trainer for Northern Division.

Lead and develop module trainings for the new staff.
Assisted managers on conducting interviews for Employment Program Representatives and Program Technicians.
Lead for Region 4 workgroup to helped train job seekers.
Used Microsoft Word Document to create graphs, charts, and training plans.

Lead the hiring process for photographers and customer service representatives.
Managed and trained employees on the process of photography.

Managed human resources for all of the employees. Provided staff with human resources information such as payroll, Family & Medical Leave Act program, State disability, and job promotion & separate information. Interviewed new candidates to fill open position.

Created schedule for employees. Managed budgets and payroll for the business. Hosted events for the business and communicated effectively with vendors. Communicated effectively with employees and customers. Created different ways on how to advertised to bring in more customers to the business. Processed customer's pictures. Followed rules and guidelines for the business process.
Computer skills with the knowledge and experience using Microsoft word, Excel, and PowerPoint.
Ability to work independently , cooperatively, and effectively with staff at various levels.

Promoted self-service employment services for employers, job seekers, and partner organizations.

If necessary, assisted customers who are unable to use self-service equipment.

Contacted employers to identify and list available jobs, and to promote and market EDD services such as the automated labor exchange systems, placement services, the one-stop career center resources and other specific programs.

Provided accurate and efficient information or acted as liaison to customers with questions pertaining to other EDD programs.

Managed a caseload and assisted job seekers in meeting their employment goals or refer customers to partner resources.

Provided quality customer services in person or by telephone.

Worked together in a partnership environment to provide services.

Conducted interviewing, resume, reemployment eligibility, PowerPoint workshops. Lead in coordinating job and resource fair to reach out to the public needs in Stanislaus County.

Coordinated high level detailed projects with the use of MS word & excel to meet deadlines.

Market the WOTC tax credit to employers.

Lead and helped management in projects such as job fairs, team building, staff empowerment, and training & development for staff.

Knowledge of non-confrontational problem resolution.

Provided quality administrative support for management team such as assisted with preparation of presentation materials using PowerPoint and Microsoft word and Microsoft excel, communicated effectively and handle incoming and outgoing electronic communication on behalf of the management team, handle confidential and time sensitive material regularly and with the highest level of professionalism and discreteness.
Maintain employee's documents and files.

Reviewed and analyzed reports and documents.

Assisted and lead management and employees with specialized projects.

Assisted with the departmental procedures and methods to ensure a healthy work environment, equipment safety, and emergency services. Provided information about on the job training to staff.
Payroll: Received and reviewed applications for necessary information and accuracy, enter applications into computers, receive payroll via email or fax and verified sign payroll by employees with supervisors, analyze payroll to ensure it is calculated correctly, resolve issues with any corrections and inaccurate information.

Prepared medications for clients through mixing, counting pills and labeling bottles in an accurate and timely manner.

Received and verified patient's paperwork via fax and phone signed by nurses and doctors. Assisted with client's needs with filling prescription.

Research and analyze any problems with patient's orders such as medication orders and deliveries.

Maintain patient's records accurately through data entry.
Transcribed doctor's orders onto the patient's label. Obtain approval from pharmacist for new prescriptions. Tracking insurance information for any problems with the patient's insurance claims.

Assisted and lead with inventory and stock medications. Manage outgoing and incoming calls from clients. Analyzed and applied provisions of the California State Board Of Pharmacy code laws, rules, regulations, policies, and procedures.

Provided list of brand and generic drugs names that are stocked in the pharmacy.

Helped maintain patient's profile by typing their data accurately into the computer system.

Prepared insurance claim forms for new
prescriptions.

Helped stock and take inventory of prescriptions. Analyzed and applied provisions of the California State Board Of Pharmacy code laws, rules, regulations, policies, and procedures.

Prepared medications for clients through mixing, counting pills and labeling bottles.
Analyzed the schedule of the medications and prepared medications in a unit dose package.

Communicated effectively with other facilities about the needs of the client. Manage and lead with situations such as missing medications and handle it in a logical and timely manner.