ANH TRAM DO SLUSHER
Beaverton,OR
Summary
As a highly experienced and multilingual professional with a strong background in customer service, operations, and finance, I offer a unique blend of skills and expertise. With a Bachelor's degree in Applied Linguistics and a TESL certificate, I possess a deep understanding of language and communication. My experience in the banking industry, including roles at HSBC Vietnam Ltd., has equipped me with knowledge of banking systems and a customer-centric approach. Additionally, my work at the Oregon Department of Human Services has honed my skills in operations, policy analysis, and project management. With a proven track record of success, I am a dedicated and results-driven professional committed to delivering exceptional service, streamlining processes, and driving growth.
Overview
15
15
years of professional experience
Work History
Operations & Policy Analyst 1 – Quality Support Team
OREGON DEPARTMENT OF HUMAN SERVICES
12.2022 - Current
- Collaborate with the Community Partner Outreach Program to assist Medical Community Partners in resolving interface issues with ODHS and streamlining the process
- Assist with improving work at ODHS by providing coaching opportunities, creating materials, and offering occasional training for special groups as needed
- Assist with research, clarification and corrections for Information Security and Privacy Office, Med QC, Governor’s Advocacy Office, Hearings, and other leadership requests
- Provide feedback to staff on these reviews to help improve our work
- Support UAT testing for the pre-implementation of new and enhanced computer systems
- Anticipate problems, take initiative to propose preventative actions, and make recommendations regarding the project's impact on OEP Quality and Oversight leadership
- Assist with managing data and information, streamlining operational processes, and evaluating program and service effectiveness through comprehensive research.
Benefit & Eligibility Worker / Change guide
OREGON DEPARTMENT OF HUMAN SERVICES
04.2020 - 12.2022
- Determines initial eligibility for SNAP, TANF, Employment Related Day Care, MAGI Medical, and Non-MAGI Medicaid financial eligibility
- Conduct comprehensive interviews via various communication channels to assess service needs, including in-person, phone, and email interviews
- Streamlined eligibility processes, enhancing service efficiency and user satisfaction
- Assess client family strengths and needs, connect families to relevant community resources and programs
- Maintain current knowledge of system and program updates for NE office, offer support and address inquiries regarding system and program updates.
Pre-VEW Lead
OREGON DEPARTMENT OF HUMAN SERVICES
01.2021 - 03.2021
- Serve as a resource for staff on policy and procedures and oversee benefit and eligibility processes for accurate program determination
- Provide mentoring, training, and guidance to Benefit and Eligibility workers, creating a supportive environment that fosters professional growth and excellence
- Ensure that workers are aware of and adhere to established performance standards
- Review employees' work for compliance with standards and provide informal performance assessments to the supervisor.
Human Services Specialist 1 / Scheduler
OREGON DEPARTMENT OF HUMAN SERVICES
05.2019 - 03.2020
- Facilitate access to self-sufficiency programs and provide appropriate services, information, and resources to program applicants and domestic violence victims
- Manage scheduling system to enhance office productivity
- Schedule both online and in-office appointments for program applicants
- Perform daily operational tasks with high efficiency.
Student Leader
PORTLAND STATE UNIVERSITY LIBRARY
09.2017 - 07.2018
- Managed inter-university book processing for Summit’s system
- Ensured smooth operations for book transfers and maintain accurate and reliable tracking of books.
Customer Service Leader, China market
GLOBAL B2B CONSULTANCY INC
09.2014 - 09.2016
- Act as a resource for staff regarding policies and procedures
- Oversee and supervise daily tasks, including the assignment and monitoring of daily responsibilities for the Chinese customer service team
- Monitor chat and call performance during shifts to ensure delivery of high-quality customer service across all channels
- Train new staff to efficiently handle tasks, follow best practices and quality standards, understand procedures, and adhere to established escalation processes
- Optimize internal processes by identifying areas for improvement, streamlining workflows, and implementing best practices to boost overall organizational efficiency and productivity
- Harness customer insights to create outstanding experiences that enchant, foster loyalty, and fuel long-term growth
- Develop, document, and continually improve standard operating procedures to ensure clear, consistent, and efficient processes
- Generate clear, concise, and timely reports to inform decision-making and drive action as needed.
Loan Disbursement Officer
HSBC VIETNAM LTD.
12.2012 - 04.2013
- Process the business loan closing and disbursement, ensuring seamless execution and optimal efficiency
- Guarantee meticulous documentation and unwavering compliance with Bank policy and government regulations, implementing robust measures to mitigate risk and ensure adherence
- Expertly prepare and track loan disbursements and repayments, including associated fees and interest payments, maintaining precise records and facilitating timely transactions.
Customer Service Officer
HSBC VIETNAM LTD.
09.2010 - 12.2012
- Provide personalized, expert face-to-face service to customers, prospects, and professionals, maximizing contributions to the Business Banking Portfolio segment and building lasting customer relationships
- Expertly onboard new corporate accounts, ensuring seamless transitions and exceptional customer experience
- Serve as a trusted advisor to corporate clients, addressing inquiries and providing tailored solutions for additional products, including ATB, BIB, and Commercial Credit Card, to meet their evolving business needs.
Personal Banker
HSBC VIETNAM LTD.
09.2009 - 09.2010
- Provide expert guidance to customers on a daily basis, facilitating seamless account openings and closures, and identifying opportunities to cross-sell relevant financial solutions, including: Overdraft protection, credit cards, personal loans, home loans, term deposits, insurance and investment products
- Resolve customer account issues, execute special instructions, facilitate wire and telephone transfers, and process stop payments with precision and efficiency
- Collaborate with management to set and exceed sales targets, driving revenue growth through proactive customer engagement and strategic product recommendations for a diverse customer base
- Provide backup support for bank teller duties, maintaining exceptional front-line coverage and ensuring uninterrupted customer service.
Education
Oregon Health Care Interpreters Association
Portland, OR06.2019
Bachelor of Arts - Bachelor of Applied Linguistics
Portland State University
Portland, OR06.2018
Portland State University
Portland, OR06.2018
Bachelor of Science - Bachelor of Finance Management
University of Petroleum
Beijing, China06.2008
Skills
- Linguistic proficiency
- Policy Analysis
- Data Analysis
- Communication
- Regulatory Compliance
- Problem-solving
- Project Management
- Quality Assurance
- Customer Service Management
- Priority Management
- Time Management
- Researching
- Multitasking
- Interviewing
- Microsoft Office
- Data Tracking
Languages
English
Full Professional
Vietnamese
Native or Bilingual
Chinese (Mandarin)
Professional Working
Timeline
Operations & Policy Analyst 1 – Quality Support Team
OREGON DEPARTMENT OF HUMAN SERVICES
12.2022 - Current
Pre-VEW Lead
OREGON DEPARTMENT OF HUMAN SERVICES
01.2021 - 03.2021
Benefit & Eligibility Worker / Change guide
OREGON DEPARTMENT OF HUMAN SERVICES
04.2020 - 12.2022
Human Services Specialist 1 / Scheduler
OREGON DEPARTMENT OF HUMAN SERVICES
05.2019 - 03.2020
Student Leader
PORTLAND STATE UNIVERSITY LIBRARY
09.2017 - 07.2018
Customer Service Leader, China market
GLOBAL B2B CONSULTANCY INC
09.2014 - 09.2016
Loan Disbursement Officer
HSBC VIETNAM LTD.
12.2012 - 04.2013
Customer Service Officer
HSBC VIETNAM LTD.
09.2010 - 12.2012
Personal Banker
HSBC VIETNAM LTD.
09.2009 - 09.2010
Oregon Health Care Interpreters Association
Bachelor of Arts - Bachelor of Applied Linguistics
Portland State University
Portland State University
Bachelor of Science - Bachelor of Finance Management
University of Petroleum
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