Foua Yang
Marysville,CA
Summary
Accomplished Customer Experience Agent with extensive experience, Excels in delivering exceptional customer service and mastering data entry, demonstrating both empathy and efficiency. Expertise in claim processing and active listening has consistently enhanced client satisfaction and operational productivity, showcasing a unique blend of technical and interpersonal skills. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Caregiver
IHSS In Home Support Services
08.2022 - Current
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
- Participated in ongoing professional development opportunities to stay current on best practices in caregiving techniques, enhancing quality of care provided.
- Implemented fall prevention strategies within home environment by identifying hazards or obstacles that posed risk to patient safety.
- Replaced bandages, dressings, and binders to care for wounds and encourage healing.
- Administered medications as prescribed, ensuring accurate dosage and timely administration for maximum efficacy.
Life Insurance Agent
First Financial Security
03.2018 - 01.2024
- Cultivated customer relationships to provide customized life insurance solutions tailored to individual needs.
- Finalized sales and collected necessary deposits.
- Generated leads through cold-calling, networking and other outreach methods.
- Established trust with prospective customers by providing accurate information about available policies and transparent pricing structures.
- Delivered informative presentations to potential clients about benefits of life insurance policies, generating interest and driving sales growth.
- Participated in professional development opportunities such as training sessions and conferences to stay informed on best practices within life insurance industry.
- Collaborated with underwriters to expedite approval processes, minimizing wait times for clients seeking coverage.
- Assisted clients in navigating complex claims processes, ensuring timely payouts and minimal stress during difficult times.
- Enhanced brand reputation by consistently providing exceptional customer service and fostering positive relationships with clients.
- Streamlined over 50 application process for clients, resulting in faster policy approvals and improved customer satisfaction.
- Provided exceptional customer service by addressing concerns promptly and maintaining open lines of communication.
- Utilized effective time management skills to manage large client portfolio efficiently without sacrificing quality of service or attention to detail.
Fact Finding CSR
Aston Carter/Maximus/EDD
03.2022 - 07.2022
- Demonstrated empathy and active listening skills, resulting in higher rate of customer satisfaction
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for services and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Analyzing claim information to determine cause of outstanding issues.
- Assessing eligibility requirements based on UI Codes, policies, and procedures.
- Communicating with claimants and employers by phone to obtain missing information.
- Sending employers standard forms to obtain additional information or clear up discrepancy.
- Using time management to work caseload effectively and in order of priority set by leadership, critical thinking skills to identify needs on each unique claim, and communication skills ensuring that information gathered is clearly notated in claim.
HIM Clerk
Adventist Health And Rideout
09.2013 - 01.2018
- Maintained filing system and organized patients charts for easy retrieval of information.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Enhanced office organization with regular maintenance of files, records, and supplies inventory.
- Retrieved medical data for physicians and patients.
- Maintained strict confidentiality of patient medical records, adhering to HIPAA regulations at all times.
- Scanned and uploaded medical records into electronic medical records system.
- Processed both outgoing and incoming requests for medical records from multiple sources.
- Retrieved and entered data into medical records system.
- Processed requests for patient medical records and patient information.
- Managed incoming calls professionally, directing callers to appropriate department or taking detailed messages when necessary.
Education
Associate of Applied Science - Medical Office Administrative
Heald College
Roseville, CA 05.2001 -
Skills
Active Listening and Communication skills
Medical terminology knowledge
HIPAA Compliance
Documentation
Claim Processing
Phone and Email Etiquette
Computer Proficiency in Microsoft Office
Data Entry
Multitasking and Organization
Customer service excellence
Problem-solving abilities
Active Listening and Communication skills
State regulations knowledge
EMR / EHR
Medical Records Management
Technical Support
Languages
Hmong
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Caregiver
IHSS In Home Support Services
08.2022 - Current
Fact Finding CSR
Aston Carter/Maximus/EDD
03.2022 - 07.2022
Life Insurance Agent
First Financial Security
03.2018 - 01.2024
HIM Clerk
Adventist Health And Rideout
09.2013 - 01.2018
Associate of Applied Science - Medical Office Administrative
Heald College
05.2001 -