Summary
Overview
Work History
Education
Skills
Timeline
Generic

FRANCES YANG

Philadelphia,USA

Summary

Experienced professional with a strong technical support and customer service background. Skilled at effectively communicating with diverse audiences and resolving complex clinical and technical challenges. Demonstrated success in collaborating with cross-functional teams to build trust and foster a flexible, solution-oriented environment. Known for delivering consistent results and adapting to evolving project requirements.

Overview

9
9
years of professional experience

Work History

Technical Specialist II

CLARIO
07.2020 - 04.2024
  • Delivered comprehensive technical support and customer service to patients and healthcare providers, resolving issues efficiently through phone, email, live chat, and ticketing systems to ensure timely and accurate solutions.
  • Partnered with cross-functional project teams to analyze recurring technical and clinical issues, driving process improvements, and enhancing workflow efficiency.
  • Performed collection and analysis of clinical data to support informed decision-making and improve patient outcomes
  • Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
  • Trained new technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth.
  • Maintained full compliance with HIPAA guidelines and internal standard operating procedures in all communications and data handling activities.

Operational Support Administrator

KEY TRAVEL
10.2018 - 04.2020
  • Coordinated large-scale group trips for faith-based organizations, study abroad programs, and corporate travel groups.
  • Managed airfare, lodging, and transportation logistics for contracted clients to ensure seamless travel experiences.
  • Developed detailed itineraries while ensuring accuracy in all travel documentation.
  • Collaborated with nine travel consultants and senior leadership to enhance operational efficiency.
  • Executed quality checks on group contracts to maintain compliance with standards.
  • Facilitated invoice management, ensuring accurate financial record-keeping.

Administrative Assistant

THE TRAVEL BOX INTERNATIONAL
10.2015 - 05.2016
  • Provided comprehensive administrative support to the owner-operator for streamlined operations.
  • Developed and promoted luxury, customized travel packages to increase sales.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Assisted with marketing materials development and organized exclusive client events to attract new clients.
  • Managed social media accounts to enhance online presence and engage with potential clients.

Education

BACHELOR OF SCIENCE - SOCIOLOGY

Illinois State University
Normal, IL

Skills

  • Call Center & Customer Service
  • Technical Support & Troubleshooting
  • Knowledge Base & Process Improvement
  • Data Analysis & Data Collection
  • HIPAA & Compliance
  • Clinical Research Workflows
  • Problem-Solving
  • Collaboration & Teamwork
  • Salesforce, Genesis, ServiceNow & Microsoft Office Suite
  • User training

Timeline

Technical Specialist II

CLARIO
07.2020 - 04.2024

Operational Support Administrator

KEY TRAVEL
10.2018 - 04.2020

Administrative Assistant

THE TRAVEL BOX INTERNATIONAL
10.2015 - 05.2016

BACHELOR OF SCIENCE - SOCIOLOGY

Illinois State University

Similar Profiles

CREATE PROFILE
FRANCES YANG