Cynthia Lau
Monterey Park,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
24
24
years of professional experience
Work History
Service Representative
Kaiser Permanente
01.2015 - Current
- Greet members/patients and provide reception services, to include directing and assisting members in navigating through the medical center
- Provides reception for designated area, verifies patient visits with established appointment scheduling, registers patients
- Demonstrates flexibility when addressing various member issues and needs related to operations and member services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Scheduled appointment to resolve more complex issues.
- Trained new personnel regarding company operations, policies and services.
Payroll/Data Entry Clerk
USC Auxiliary/Human Resource
01.2015 - 01.2016
- Process new hire packages, exceptions, transfers, promotions
- Ensures paperwork and reports are complete, accurate, and appropriate, processed in a timely manner
- Assists with follow up to ensure incomplete paperwork are addressed in accordance with policies and procedure
- Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
- Conducted audits of existing data entry processes.
Nutrition Program Assistant
Phfe-Wic
01.2013 - 01.2015
- Provide explanation of the Wic program, and benefits
- Basic nutrition education to participants in a classroom setting.
- Enter and retrieve participant information in an automated system.
- Established rapport with clients through exceptional customer service practices, fostering ongoing relationships built on trust and respect.
- Assisted with planning and coordinating day-to-day and special program activities.
Instructional Assistant
Montebello School District
01.2005 - 01.2013
- Supervise students in the classroom setting and throughout outdoor activities
- Offers special attention to students in need of extra help with their homework
- Assisting teachers with conferences and communications with parents, and coordinating services for students.
- Distributed equipment and instructional supplies, and oversee testing activities
- Promoted a culture of respect and inclusion within the classroom, fostering positive relationships among students from diverse backgrounds.
- Assisted in collecting and analyzing data from various assessments to identify trends that informed future instruction planning.
Customer Service/Administrative Assistant
Andusa Importers, USA
01.2005 - 01.2009
- Receive and fulfill customer orders
- Address and resolve customer complaints
- Paper work filing and organized, which included customer invoicing and personal employee paperwork.
- Contributed to increased sales revenue by upselling additional products or services during customer interactions when appropriate.
- Streamlined workflow processes by creating templates for common email responses to frequently asked questions from customers.
- Assisted in training new team members on company policies, software applications, and best practices for exceptional customer service.
Customer Service
Ace Cash Express
01.2001 - 01.2005
- Cash checks and pay out money after verifying that signatures are correct and written and numerical amounts agree
- Examine checks for endorsements and to verify other information such as dates, bank names, identification of the persons receiving payments and the legality of the documents
- Enter customers' transactions into computers in order to record transactions.
- Provided exceptional customer service to internal and external customers.
- Managed customer service operations, including taking orders and resolving complaints.
Education
Bachelor of Science degree in Psychology -
Argosy University
Los Angeles, CA08.2020
General Education courses for an Associate Degree -
East Los Angeles College
Monterey Park, CA01.2008
Skills
- Customer Support
- Organization
- Payment Acceptance
- Data Entry
- Customer Service
- Computer Proficiency
- Call Center Operations
- Medical terminology knowledge
- Data Collection
- Scheduling
- Staff Training
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Languages
Spanish
Native or Bilingual
Timeline
Service Representative
Kaiser Permanente
01.2015 - Current
Payroll/Data Entry Clerk
USC Auxiliary/Human Resource
01.2015 - 01.2016
Nutrition Program Assistant
Phfe-Wic
01.2013 - 01.2015
Instructional Assistant
Montebello School District
01.2005 - 01.2013
Customer Service/Administrative Assistant
Andusa Importers, USA
01.2005 - 01.2009
Customer Service
Ace Cash Express
01.2001 - 01.2005
Bachelor of Science degree in Psychology -
Argosy University
General Education courses for an Associate Degree -
East Los Angeles College
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