Marcella Nguyen
Summary
Creative and detail-oriented associate with a proven track record in conducting thorough research, problem-solving, and identifying growth opportunities. Adaptable to diverse team environments, consistently exceeds expectations. Demonstrated ability to adjust quickly to changing circumstances while maintaining high productivity.
Overview
12
12
years of professional experience
Work History
Account Manager
Arivo Acceptance
02.2024 - 06.2024
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Improved overall team productivity by implementing best practices in organization and time management.
- Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
- Achieved recognition for outstanding client service, contributing to team's reputation for excellence.
HIGH TOUCH CARE GUIDE
Castlight Health
01.2022 - 01.2023
- Collect data from client claims through calls, emails and chats to improve healthcare app to become more user friendly and accurate health assessments for clients.
- Create app programs which includes appointment scheduling, finding care within network and receive estimated medical costs.
- Using salesforce daily as a knowledge base pertaining individual clients, programs, rewards and timeframes.
- Triaged alongside nurses, documented, entered details in each system required and reported to director.
- Trained new employees on utilizing guides effectively.
- Conducted research to support development of comprehensive guides.
- Developed content for guides focusing on clarity and usability.
- Improved overall guest satisfaction by promptly addressing concerns and implementing appropriate solutions as needed.
- Managed unexpected challenges with flexibility and creative problem-solving, maintaining seamless experiences for users.
T1 GUIDE
Castlight Health
01.2020 - 01.2022
- Accepted inbound calls, emails and chats on a daily basis to trouble shoot consumer issues when they'd receive errors within their programs or have trouble navigating healthcare.
- Document and case every interaction and utilized Admin, Jira, Salesforce and Google to case, research or create trouble shooting tickets.
- Educated consumers about not only their accounts but their employer and health benefits as well as aiding wherever is needed while exceeding stats.
- Developed and implemented new and efficient training materials and recognition programs for Castlight.
- Enhanced accessibility with thorough preparation and provision of necessary resources.
- Maintained professionalism during high-pressure situations to ensure smooth operations.
MARKETING SUPPORT ASSOCIATE
Won-Door
01.2017 - 01.2020
- In charge of researching all the east coast states and contacting project managers and architects to acquire project details and stages via phone or email.
- Coordinated with district managers and development team to assist with materials needed.
- Documented and logged every interaction and detail pertaining to the project that was contacted.
- Consistently met or exceeded performance metrics, showcasing dedication to providing exceptional support services.
- Gathered, organized, and input data into dodge.
- Assisted in the development of internal knowledge bases to streamline information sharing and enhance team cohesion.
- Demonstrated adaptability by quickly learning new software tools and technologies as needed for providing seamless support experiences.
CREDIT CONSULTANT - SALES REP
Progrexion
01.2012 - 01.2017
- Accepted inbound calls, consult clients about their credit reports and scenarios along with going over their legal rights as a consumer and educated them about credit as well as the product that we do offer.
- Overcame objections and exceeded company goals and expectations to where I was promoted twice within my first year and became a supervisor where I overlooked a team of 15 agents.
- Provided coaching, assisted payroll and time cards.
- Maintained up-to-date knowledge of industry trends, ensuring the provision of relevant advice to address evolving client needs.
- Mentored junior consultants in best practices for credit consulting and customer service, contributing to overall team success.
- Ensured compliance with all regulatory requirements by staying current on changes within the industry and updating policies accordingly.
- Assisted clients in disputing inaccurate information on their credit reports, leading to increased accuracy and improved scores.
- Established strong relationships with clients by maintaining open lines of communication and providing ongoing support throughout the consulting process.
Education
Bachelor of Science - Computer Science
University of Utah
Salt Lake City, UT05-2029
ASSOCIATES - MEDICAL SPECIALTIES
Stevens Henager
01.2014
GED -
Salt Lake Community College
Salt Lake City, UT01.2011
Skills
- Salesforce
- Atlassian Jira
- Admin
- Microsoft 365
- Communication
- Multi-tasking
- Organization
- Bilingual
- Teamwork and collaboration
- Account management
- CRM systems
- Overcoming objections
Additional Information - Years Of Experience
5+ Years, 8+ Years
Languages
Vietnamese
Native or Bilingual
Timeline
Account Manager
Arivo Acceptance
02.2024 - 06.2024
HIGH TOUCH CARE GUIDE
Castlight Health
01.2022 - 01.2023
T1 GUIDE
Castlight Health
01.2020 - 01.2022
MARKETING SUPPORT ASSOCIATE
Won-Door
01.2017 - 01.2020
CREDIT CONSULTANT - SALES REP
Progrexion
01.2012 - 01.2017
Bachelor of Science - Computer Science
University of Utah
ASSOCIATES - MEDICAL SPECIALTIES
Stevens Henager
GED -
Salt Lake Community College
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