Fuafanua Vaiagae
Waianae,Hawaii
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
Work History
Counselor Aide
Hoomaukeola
02.2019 - 04.2021
- Prepared materials for individual and group therapy sessions, anticipating unique patient needs accordingly.
- Maintained comprehensive client files according to program standards and physician requests.
- Attended trainings, staff meetings and professional development seminars, enhancing performance and supporting departmental goals.
- Supported supplemental programming in office to enhance patient recovery and developed individual program plans.
- Relayed relevant patient care details to supervisory staff.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Performed various administrative tasks by filing, copying and faxing documents.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Obtained payments from patients and scanned identification and insurance cards.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Prepared and processed patient referrals and transfer requests.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Registered and verified patient records before triage with most up-to-date information.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
Supervisor
Census Bureau
06.2020 - 09.2020
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
Customer Service Specialist
Bluesky Telecommunications
03.2015 - 03.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Maintained and managed customer files and databases.
- Provided primary customer support to internal and external customers.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed customer service improvement initiatives to decrease customer wait times.
- Handled customer inquiries and suggestions courteously and professionally.
Human Resources Supervisor
NATIONAL EMERGENCY GRANT PROGRAM
05.2012 - 02.2015
- Maintained human resources regulatory compliance with local, state and federal laws.
- Facilitated onboarding sessions and on-the-job training for new hires bolstering position knowledge and skillset.
- Liaised between multiple business divisions to improve communications.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
- Structured compensation and benefits according to market conditions and budget demands.
- Managed employee data and privacy to keep employee data confidential per organizational privacy policies.
- Managed payroll and timekeeping to track hours and accurately pay employees.
- Administered performance evaluations to provide constructive feedback and identify ideal candidates for promotion.
- Updated HR database with new employee information, changes in benefits, and other details.
Claims Specialist (Data Entry)
Florence Saulo Insurance
01.2005 - 03.2010
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Followed up with customers on unresolved issues.
- Understood requirements for disputes, gathered evidence to support claims and prepared customer cases to handle appeals.
- Monitored compliance with regulations and industry best practices to promote fair and proper treatment for insured customers.
- Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
- Provided advice to customers regarding claims, rights and insurance processes to prevent disputes.
- Conducted full claim investigations and reported updates and legal actions.
- Performed administrative duties by verifying documentation, researching facts and contacting other parties involved to determine fault percentages and minimize potential losses.
- Escalated files with significant indemnity exposure to supervisor for further investigation.
- Negotiated with other involved parties to arrange settlements for maximum results.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Conducted risk evaluations on claims settlement proposals to encourage sound decision-making regarding settlement offers.
- Generated, posted and attached information to claim files.
- Prepared insurance claim forms or related documents and reviewed for completeness.
Education
High School Diploma -
Leone High School
Pago Pago, AS07.2003
Skills
- Time Management
- Patience
- Communication Skills
- Initiative and Pro-activeness Skill
- EDUCATION
- Employee Scheduling
- Staff Training
- Verbal and Written Communication
- Administrative Skills
- Interpersonal Skills
- Customer Experience
- Human Resources Leadership
Languages
Samoan
Native or Bilingual
English
Full Professional
Timeline
Supervisor
Census Bureau
06.2020 - 09.2020
Counselor Aide
Hoomaukeola
02.2019 - 04.2021
Customer Service Specialist
Bluesky Telecommunications
03.2015 - 03.2017
Human Resources Supervisor
NATIONAL EMERGENCY GRANT PROGRAM
05.2012 - 02.2015
Claims Specialist (Data Entry)
Florence Saulo Insurance
01.2005 - 03.2010
High School Diploma -
Leone High School
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