Thuy Vy Nguyen

• Created and maintained databases to track and record customer data.
• Managed office bookkeeping with insurance billing and patient payments.
• Answered phone calls and messages for medical facility, scheduling appointments, and handling patient inquiries.
• Developed and updated spreadsheets to track, analyze, and report on interpreters' jobs and payments.
• Dealt with Worker's Compensation and insurance companies daily to handle underpaid payments and documents regarding patient claims.
• Handled conflicts and resolutions with lien reps to help the agency resolve lien claims.
• Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties.

• Identified issues with processes and call scripts and proposed new changes
• Communicated gaps and deficiencies to the Head of CS&QC
• Developed new customer voices gathering channel, defining methods to consolidate customer feedback in order to provide the best customer experience
• Proposed new policies and controls to ensure the delivery of the best customer experience
• Undertook tasks assigned by Head of the Department.

• Evaluated call recordings by operators including inbound and outbound for quality assurance
• Trained personnel in proper client handling techniques, testing protocols and phone call inspection strategies.
• Reduced customer complaints by addressing root causes of quality issues and driving continuous improvement initiatives.
• Worked with customer to create debt repayment plan based on current financial condition.
• Consistently met or exceeded monthly collection targets through diligent follow-ups and effective negotiation strategies.

• Conducted thorough research on debtor financial status, using information to tailor collection strategies accordingly.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Enhanced overall operations efficiency by collaborating with various departments such as sales, customer service, and finance regarding account statuses and resolutions.
• Mentored junior staff members to develop essential skills required for successful collections efforts.

v Achievement

Best Employee of the Year 2009, 2011

• Recognized children's physical, emotional and social needs for personalized support.
• Served as a mentor for new teachers, providing guidance on lesson planning, classroom management, and instructional strategies.
• Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.