Nhi Huynh
Elk Grove,CA
Summary
Hardworking employee with customer service, multitasking and time management abilities. Self-directed and knowledgeable with excellent relationship building and critical thinking skills. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
5
5
years of professional experience
Work History
Priority Support Agent
Covered California
Sacramento, CA
08.2023 - Current
- Evaluates, manages, and works on escalated requests within the Priority Support Unit (PSU) to correct and update consumer enrollment information in Covered California Health Plans.
- Submits help desk tickets for requests that require further escalation or a need data fixed. Completes work and tasks accurately, completely, and provides all relevant technical information. Provides supplemental information needed to update assigned escalated requests, informs consumers of resolution received on submitted escalated requests, and updates consumers of the status of unresolved help desk tickets or other escalated requests
Freelance Graphic Designer
Fiverr
Sacramento, California
01.2019 - Current
- Created graphic concept design geometry using design tools in conjunction with sketches, physical mockups and measurements. Used Adobe Creative Suite and Google Suite tools to synthesize, emphasize and clarify information for print and digital use. Used visual concepts to illustrate brand values and client visions.
Program Technician III-Lead Service Center Rep
Covered California
Sacramento, CA
11.2022 - 08.2023
- Assists SCRs, QHPs, CIAs, CECs, or CEWs with escalated consumer telephone or other medium (fax, email, mail, web, chat, etc) inquiries via conference or transfer. Locates and applies approved resources in the CRM and Knowledge Base; applies task guide instructions, job aids.
- Guide to staff resources in customer resolution and performs the full range of advisory services in relation to resolving customer enrollment issues by providing Tier 2 CalHEERS application support for Service Center staff. Identifies and provides SPT III with feedback on training needs of staff by assessing and reviewing the SCR's general skills, technical knowledge, CRM documentation, and efficiency of CalHEERS navigation.
Program Technician II-Bilingual Service Center Rep
Covered California
Sacramento, CA
04.2022 - 11.2022
- Answers customer service contacts via the Automated Call Distribution System (ACD) and/or the Covered California website in regards to health insurance plans and options. Anwers inbound calls in a high-volume service center environment including but not limited to helping consumers navigate the website, understand and explain the application and renewal process.
- Provides information on health insurance plans, coverage options, premiums, and health coverage benefits; and inputs accurate customer information for determining eligibility for tax credits and subsidies. Screens individuals for Medi-Cal eligibility, referring customers to the appropriate county if applicable. Escalates requests and application enrollment issues appropriately to supervisor or identified next level.
Employment Program Representative - Adjudicator
Employment Development Department / UI Branch
Riverside, CA
09.2021 - 02.2022
- Conducting unemployment insurance eligibility interviews; gathering all relevant facts through employer and other contacts and claimant's statement
- Identifying possible false statements and fraudulent claims and reporting to the Investigation Division for possible prosecution; paying claims; documenting all findings, actions, and decisions
- Assisting individuals in filing Unemployment Insurance benefit claims; independently reviewing, investigating, and determining eligibility for Unemployment Insurance benefits, in accordance with laws, regulations, and policies.
Bilingual Customer Service Representative
Faneuil Inc
Sacramento, CA
10.2020 - 09.2021
- Customer care and create sustainable value for customer via phone, chat, correspondence. Handle service and information requests, billing explanations, cost saving advice and producers along with terms and conditions. Responded to customer inquiries in both English and Vietnamese languages, providing accurate information about healthcare
- Updated and maintained information in customer accounts. Engaged with customers to identify service needs and determine appropriate offerings. Completed ongoing training to stay abreast of product, service and policy changes.
Education
A.A In Liberal Arts And General Studies -
Cosumnes River College
Sacramento, CA10.2017
Skills
- Escalation Management
- Multitasking and Organization
- Team Collaboration / Excellent Communication
- Computer Skills / Software troubleshooting
- Customer Service
- Analytical Thinking
- Customer Relationship Management / Documentation and Reporting
- Document Translation / Vietnamese and English influent's
Timeline
Priority Support Agent
Covered California
08.2023 - Current
Program Technician III-Lead Service Center Rep
Covered California
11.2022 - 08.2023
Program Technician II-Bilingual Service Center Rep
Covered California
04.2022 - 11.2022
Employment Program Representative - Adjudicator
Employment Development Department / UI Branch
09.2021 - 02.2022
Bilingual Customer Service Representative
Faneuil Inc
10.2020 - 09.2021
Freelance Graphic Designer
Fiverr
01.2019 - Current
A.A In Liberal Arts And General Studies -
Cosumnes River College
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