Niranthon (Johnny) Sourignavong
Customer Support Professional
Murrieta,CA
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Personable Customer Specialist offering nearly 10 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
12
12
years of professional experience
3
3
Languages
Work History
Member Services Representative
Kaiser Permanente
Corona, CA
07.2022 - Current
- As a Member Services Representative at Kaiser Permanente, my role involves supporting and assisting members with their inquiries and concerns related to health care services
- Here are some key aspects of my job function: Customer Interaction, Navigating Health Plans and Services, Member Advocacy, Administrative Tasks, Compliance and Guidelines, Stress Management.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Ensured compliance with regulatory requirements during all member interactions safeguarding both organization''s reputation.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Support Specialist II
Kaiser Permanente
03.2018 - 10.2020
- Responsible for assisting nurses with patients in call center
- Taking inbound call volume as well as making outbound
- Responding to Customer Queries promptly address customer inquiries via phone, email, or chat channels
- Identifying Customer Needs, Analyzing and Reporting Product Malfunctions, Updating Internal Databases, Monitoring Social Media Complaints, Sharing Feedback and Workarounds, Following Up with Customers, Assisting in Training Junior Support Representatives.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Monitored performance metrics regularly, identifying trends that indicated opportunities for process improvements or additional training needs within the team.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
Assessor/ Call Center Rep/ Account Manager
EASE of California
07.2017 - 02.2019
- Call center agent was booking appointments scheduling jobs for outfield assessors
- Speaking to customers daily, referring customers, outreaching to Leads
- Maintaining and building rapport with customers
- Independent contractor
- I was also outfield assessor after I got promoted from the call center position.
- Managed workload effectively by prioritizing tasks according to deadlines while maintaining attention to detail in all aspects of the assessment process.
- Provided valuable input during team meetings aimed at refining call center protocols based on evolving market trends or consumer preferences.
- Navigated multiple software platforms concurrently while engaging customers in conversations, enhancing multitasking skills in a fast-paced environment.
- Exceeded monthly sales targets through effective prospecting, lead generation, and closing techniques.
- Utilized CRM systems proficiently to track customer interactions, ensuring accurate records for future reference and followups.
- Maintained high-quality standards through thorough knowledge of products, services, and company policies.
Sales Associate
Right Time Home Services
09.2016 - 04.2017
- Engage with customers to push services of top-quality HVAC maintenance, repair, and replacement programs
- Generating leads and appointments
- Close sales on units collect commission
- Staying on top of sales quota for the month.
- Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Streamlined processes within the store''s operations by organizing merchandise layouts for easy access.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
Server/Sous chef/Assistant Manager
Aiyara Thai Cuisine
03.2012 - 02.2016
- Cleaned and prepared various foods for cooking back and forth with serving
- Taking food orders and waiting tables
- Making Customer service first priority
- Multi-tasking in different areas of the work place
- Handling inventory
- Worked closely with head chef to manage volume
- Assisting with training for new employees, helping guild with proper recipes and plating techniques
- Creating schedules/ supervising staff.
Garden Sales Associate
Lowes Home Improvment
10.2011 - 03.2012
- Helped customers select products that best fit their personal needs
- Maintained visually appealing and effective displays for the entire store
- Educated customers on product and service offerings
- Operated cash register
- Stock supplies and product on shelves
- Lift heavy objects and deal with forklifts to stock on display and shelf.
Education
Associates in Business Administrations - Business Administration
MSJC
Menifee, CA 01.2015 - 2018.05
Some college - Business / healthcare relations
Monroe Community College
Henrietta 01.2010 - 2012.05
High school diploma -
Charlotte
Rochester, NY 01.2005 - 2009.05
Skills
Complaint resolution
undefinedPersonal Information
Willing To Relocate: Anywhere
Assessments
- Customer service fit, Proficient, 04/2022
- Sales skills, Proficient, 03/2022
- Call center customer service, Proficient, 09/2021
- Customer service, Proficient, 03/2022
- Work motivation, Proficient, 05/2022
- Attention to detail, Proficient, 05/2022
- Work style: Professionalism, Completed, 05/2022
- Customer focus & orientation, Proficient, 10/2021
- Food safety, Proficient, 02/2022
- Work style: Reliability, Proficient, 10/2021
- Administrative assistant/receptionist, Proficient, 02/2022
- Scheduling, Proficient, 05/2022
- Cooking skills: Basic food preparation, Proficient, 07/2023
- Cooking skills: Basic food preparation, Proficient, 10/2021
- Work style: Reliability, Proficient, 05/2022
- Sales fit, Proficient, 10/2021
- Food safety, Proficient, 07/2023
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Singing,Musical Intruments, Stocks investing, Cooking
Singing:
I have a passion for singing. Whether it's belting out powerful ballads or crooning soft melodies, music fills my soul. I enjoy experimenting with different genres, from soulful jazz to energetic pop. Karaoke nights with friends are my favorite way to unwind.
Musical Instruments:
I'm an avid lover of musical instruments. The piano, with its elegant black and white keys, is my trusted companion. I lose myself in its harmonious chords, playing everything from classical compositions to modern tunes. Occasionally, I dabble with the guitar, strumming heartfelt chords under the moonlight.
Stocks Investing:
The stock market intrigues me. I analyze charts, study company reports, and follow market trends. My portfolio is a mix of growth stocks, dividend-paying giants, and a sprinkle of speculative bets. I believe in long-term gains but occasionally indulge in adrenaline-pumping day trading.
Cooking:
The kitchen is my creative canvas. I wield spatulas like magic wands, turning raw ingredients into delectable dishes. From aromatic curries to delicate pastries, I explore cuisines from around the world. My secret ingredient? Love. Because every meal tastes better when seasoned with passion
Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Member Services Representative
Kaiser Permanente
07.2022 - Current
Customer Support Specialist II
Kaiser Permanente
03.2018 - 10.2020
Assessor/ Call Center Rep/ Account Manager
EASE of California
07.2017 - 02.2019
Sales Associate
Right Time Home Services
09.2016 - 04.2017
Associates in Business Administrations - Business Administration
MSJC
01.2015 - 2018.05
Server/Sous chef/Assistant Manager
Aiyara Thai Cuisine
03.2012 - 02.2016
Garden Sales Associate
Lowes Home Improvment
10.2011 - 03.2012
Some college - Business / healthcare relations
Monroe Community College
01.2010 - 2012.05
High school diploma -
Charlotte
01.2005 - 2009.05