James Kuang
New York,NY
Summary
Dedicated and customer-focused customer service representative with 7+ years of experience providing exceptional support and building positive relationships with clients. Proven ability to resolve customer inquiries, troubleshoot issues, and ensure customer satisfaction. Seeking a customer service leadership role where I can utilize my communication and problem-solving skills.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
VillageCare Max
11.2024 - Current
- -Utilized Altruista, epaces to help resolve member/provider inquiries/issues
- - Utilized Microsoft Teams/Outlook to communicate internally and to check internal emails
Customer Service Representative
Metroplus Health
01.2023 - 08.2024
- Detail-oriented to provide one call solutions
- Listen to customers' questions and concerns and provide answers or responses with a positive attitude
- Utilized Salesforce, Powerstepp, CSI and Macess to help resolve member/provider inquiries/issues
- Utilized Microsoft Teams/Outlook to communicate internally and to check internal emails
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Consulted with outside parties to resolve discrepancies and create effective solutions
- Promptly responded to inquiries and requests from prospective customer
Customer Service Representative
Senior Whole Health By Molina
06.2016 - 01.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
- Answered constant flow of customer calls with minimal wait times
- Offering advice and assistance to customers, paying attention to special needs or wants
- Utilized Genesys phone system to communicate with members, providers, vendors, etc.
- Utilized Salesforce to locate member or provider information so issues or requests can be resolved
- Utilized Microsoft Teams/Outlook to communicate internally and to check internal emails
- Utilized Kronos to punch in/out during shift
Customer Service Specialist
LogistiCare
04.2012 - 06.2016
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Complied with company policies and procedures by encouraging a positive and effective work environment among all employees
- Utilized Cisco Jabber to communicate between members, providers, vendors, etc.
- Utilized Casetrakker to locate member/provider informations so request/issues can be resolved
Education
Bachelors of Science - Electrical Engineering
University at Buffalo
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Conflict resolution
- Complaint handling
- Microsoft Excel
Languages
Mandarin/English
Timeline
Customer Service Representative
VillageCare Max
11.2024 - Current
Customer Service Representative
Metroplus Health
01.2023 - 08.2024
Customer Service Representative
Senior Whole Health By Molina
06.2016 - 01.2023
Customer Service Specialist
LogistiCare
04.2012 - 06.2016
Bachelors of Science - Electrical Engineering
University at Buffalo
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