Anna Cao
Arlington,TX
Summary
Highly capable bilingual Vietnamese/English healthcare support professional with proven success handling high-volume calls, navigating multi-system platforms, and completing time-sensitive, HIPAA-compliant documentation with 99–100% accuracy. Skilled in eligibility verification, benefit explanation, de-escalation, and assisting underserved members with empathy and clarity. Fast learner who adapts quickly to new healthcare systems and maintains calm performance under pressure. Dedicated to delivering member-focused, culturally sensitive, and reliable support as a Support Center Representative at Molina Healthcare.
Overview
4
4
years of professional experience
Work History
Event & Outreach Volunteer (Public Health)
University of Texas at Arlington
Arlington , TX
08.2025 - 11.2025
- Supported 5+ campus wellness events, improving registration flow by 30%.
- Completed time-sensitive participant documentation with 100% accuracy.
- Delivered bilingual (VN/EN) health communication to 150+ attendees, including underserved and elderly populations.
- Ensured full compliance with safety, ethics, and HIPAA data-handling requirements.
- Adapted quickly to new registration platforms and event systems.
Online Business Owner
Store "Daily.order" Etsy, Poshmark, Mercari
Arlington, Texas
01.2022 - 10.2025
- Fulfilled 300+ orders with 100% on-time delivery and consistent 5-star ratings.
- Resolved 100+ inquiries across chat, email, and messaging with a 98% satisfaction rate.
- Maintained error-free records, improving operational accuracy by 40%.
- De-escalated upset customers, ensuring positive outcomes even in escalated situations.
- Navigated multiple platforms simultaneously (dashboards, portals, analytics) with zero errors.
Customer Service & Administrative Assistant
C Nail Salon
Irving, Texas
06.2024 - 09.2025
- Handled 30–50 inbound calls daily for scheduling, service inquiries, and bilingual support with a 95% satisfaction rate.
- Delivered first-call resolution, reducing repeat inquiries by 30%.
- Assisted clients with eligibility explanations, service coverage, pricing, and policy clarification.
- Provided basic claims status support and directed clients appropriately based on service type.
- Maintained 100% accurate HIPAA-compliant documentation for payments, notes, and records for 10+ technicians.
- Followed communication scripts and service quality guidelines to maintain a consistent customer experience.
- De-escalated frustrated callers, keeping call control with empathy and professionalism.
- Offered culturally sensitive support to Vietnamese-speaking and older clients.
Education
Bachelor of Science - Public Health
University of Texas At Arlington
Arlington, TX09.2026
High School Diploma -
Juan Seguin High School
Arlington06-2019
Skills
Member & Provider Support
Eligibility & Benefits Verification
Claims Status Inquiry
Provider-Facing Communication
First-Call Resolution
Call Scripts & Quality Standards
High-Volume Call Handling
Multi-System Navigation (CRM, portals, POS)
Time-Sensitive Documentation
HIPAA Compliance
De-escalation
Microsoft Office Teams Outlook
Reliability & Attendance Excellence
Personal Information
Bilingual Vietnamese Support Center Specialist | High-Volume Call Handling • Healthcare Systems • Member Advocacy
Custom Section 1
CRM Systems • Microsoft Teams • Outlook • Excel • Multi-Platform Communication
Fast System Learning • Call Documentation • Cultural Sensitivity • Member-Focused Support
Accuracy Under Pressure • Strong Reliability & Attendance
Timeline
Event & Outreach Volunteer (Public Health)
University of Texas at Arlington
08.2025 - 11.2025
Customer Service & Administrative Assistant
C Nail Salon
06.2024 - 09.2025
Online Business Owner
Store "Daily.order" Etsy, Poshmark, Mercari
01.2022 - 10.2025
Bachelor of Science - Public Health
University of Texas At Arlington
High School Diploma -
Juan Seguin High School