Chun Kit Lau
Flushing,USA
Summary
Dedicated, hardworking, and compassionate Customer Service Representative with over 3 years of proven success and contributions in the field. Proficient in utilizing Microsoft Word and Microsoft Excel to streamline operations and enhance productivity. Demonstrated exceptional interpersonal skills by hosting engaging events for members, providing a platform for interaction and addressing inquiries. Committed to delivering outstanding customer experiences while maintaining a strong focus on building lasting relationships.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
United Healthcare
Flushing, NY
03.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Certified Clinical Hemodialysis Technician
Fresenius Kidney Care
01.2015 - Current
- Company Overview: Dialysis Clinic
- Greet patients, apply therapeutic care in accordance with prescribed treatment plans and protocols, and document activities in patient files
- Operate and maintain dialysis machines; perform opening/closing procedures and troubleshoot any technical matters for resolution
- Adhere to infection control policies, as well as clinical procedures for optimal patient safety and comfort
- Dialysis Clinic
Certified Clinical Hemodialysis Technician
Springfield Dialysis Center
01.2013 - 01.2015
- Company Overview: Dialysis Clinic
- Greeted patients, applied therapeutic care in accordance with prescribed treatment plans and protocols, and recorded information in patient files
- Operated and maintained dialysis machines; performed opening/closing procedures and conducted troubleshooting of any technical issues for successful resolution
- Maintained compliance with infection control policies, as well as clinical procedures for optimal patient safety and comfort
- Dialysis Clinic
Preceptor/Manager for Freight Put Away
Bed, Bath & Beyond
01.2010 - 01.2012
- Company Overview: Big Box Retailer
- Served initially as a Manager for Freight Put Away; accounted for incoming shipments and maintained inventory
- Promoted to Preceptor and trained/mentored newly hired staff in all work processes and procedures
- Big Box Retailer
Education
Clinical Hemodialysis Technician Training -
The Manhattan Institute
Manhattan, NYAssociate Degree - Health Science
Queensborough Community College
Skills
- Customer service
- Microsoft word
- Microsoft excel
- Clinical Hemodialysis
- Electrocardiograms (EKG's)
- Phlebotomy
- Cardiopulmonary Resuscitation (CPR)
- Infection Control
- Safety Standards
- Barrier Precautions
- Best Practices
- Regulatory Compliance
- Communications & Instructions
- Policy & Procedure Enforcement
Certification
- Dialysis Technician Certification, MedCA
- EKG Certification, MedCA
- Phlebotomy Certification, MedCA
- Certified Clinical Hemodialysis Technician (CCHT), Nephology Nursing Certification Commission (NNCC)
- OSHA Safety & Health Training
- Certified in Cardiopulmonary Resuscitation (CPR)
- Certified in Infection Control and Barrier Precautions
Languages
Cantonese
Native or Bilingual
Mandarin
Professional Working
Timeline
Customer Service Representative
United Healthcare
03.2022 - Current
Certified Clinical Hemodialysis Technician
Fresenius Kidney Care
01.2015 - Current
Certified Clinical Hemodialysis Technician
Springfield Dialysis Center
01.2013 - 01.2015
Preceptor/Manager for Freight Put Away
Bed, Bath & Beyond
01.2010 - 01.2012
Clinical Hemodialysis Technician Training -
The Manhattan Institute
Associate Degree - Health Science
Queensborough Community College