PHOEBE NGUYEN
Gilroy,CA
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Community Engagement Specialist
Santa Clara Family Health Plan
2024.04 - Current
- Hosting member orientation both Medi-Cal and Dual Connect
- Leading Member and Family Engagement Group monthly meeting
- Developed and implemented community engagement requirements and programs
- Collaborated with marketing teams to compile information and align company messaging.
- Collaborated with cross-functional teams for the development and implementation of targeted marketing campaigns.
- Contributed to work plans, reports, success stories, and other deliverables.
- Organized volunteer recruitment drives, resulting in an increase in enthusiastic participants committed to making a difference in the Santa Clara County communities.
- Established partnerships with local businesses and organizations for increased community engagement opportunities.
- Enhanced community relations by organizing and executing outreach programs and events.
- Conducted surveys and analyzed data and prepared and maintained reports and records.
- Coordinated and implemented various community engagement activities.
Customer Service Representative II (Promoted)
Santa Clara Family Health Plan
2023.11 - 2024.04
- Intake, handle and coordinate member grievances, appeals and billing issues, escalating to the Grievance and Appeals department, when necessary.
- Answered inbound calls and made outbound calls to support Customer Service Department operations in a manner that maintains compliance with Medicare and Medi-Cal, Dual Connect regulatory requirements and achieves Call Center service-level objectives.
- Booked transportation for NMT and NEMT
- Enhanced customer and provider satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Delivered prompt service to prioritize customer needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Service Representative I (Temp to FTE)
Santa Clara Family Health Plan
2022.10 - 2023.11
- Started as a temp and got promoted to FTE on 02/2023
- Answered inbound calls and made outbound calls to support Customer Service Department operations in a manner that maintains compliance with Medicare and Medi-Cal, Dual Connect regulatory requirements and achieves Call Center service-level objectives.
- Booked transportation for NMT and NEMT
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Answer inbound calls and/or place outbound calls in a high call volume environment and work directly with members and providers to accurately and completely answer inquiries involving SCFHP program services and benefits.
- Follow established guidelines and resources to respond to member and provider inquiries and resolve concerns in an accurate, timely, professional, and culturally competent manner.
- Intake, handle and coordinate member grievances, appeals and billing issues, escalating to the Grievance and Appeals department
- Educate members and providers on eligibility, and medical and pharmacy benefits and how to access services in a manner that achieves excellent service standards and maintains high customer satisfaction.
- Use listening skills and judgment to appropriately categorize and accurately document all contacts and follow-up actions regarding member and provider communications and activities in accordance with established guidelines.
- Appropriately handle member and provider requests through alternative channels such as e-mail, voicemail, fax, walk-in, etc. in accordance with established procedures.
Customer Service Representative
San Jose Gastroenterology
2021.05 - 2022.10
- Schedule, re-schedule and cancel clinic visits, procedures and surgeries for multiple service lines in a very fast paced environment
- Daily monitoring doctor schedule to full filled open/cancellation/reschedule slot
- Communicate with pharmacy, labs, and others for medication, medical records and authorization
- Treat concerns as opportunities to improve service and ensure appropriate outcomes occur
- Communicate effectively with consumers, co-workers and other departments in the medical offices, hospital and regional offices
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Relationship Manager
Bank of America
2017.04 - 2021.05
- Assists/greets customers at the lobby and on the telephone, answering inquiries, explaining bank/product policies and procedures
- Acknowledge and educate clients for choosing the right products
- Professional experience managing a portfolio of clients by providing excellent client care with industry leading products, services and education
- Establishes, updates, and maintains client's records, files, and databases through Salesforce, including making photocopies, scheduling appointments and meetings, and filing paperwork records
- Follow established processes and guidelines in daily activities to do what is right for clients and the company, adhering to all applicable laws and regulations
- Evaluate situations, identify problems, and exercise sound independent judgment within established guidelines
Account Manager
Superbiiz.com
2015.10 - 2017.03
- Coordinated with CSR, accounting and marketing teams to close deals
- Managed inbound sales calls and emails as well as outreach to companies via cold calls
- Identified, researching and developing potential new leads to increase eCommerce and expanding the customer base
- Processed employee and applicant data and shipping/product status changes
- Performed basic research and compiled data for various reports and projects
- Promoted
Customer Service Representative
Superbiiz.com
2015.07 - 2015.10
- Assisted with RMA (Return Merchandise Department) and related issues as needed
- Verified customers and banks to avoid fraudulent transactions
- Used various proprietary SCMS to log, process, and monitor B2B and B2C sales of IT hardware
- Communicated with the purchasing department for procurement details and ordering of parts
- Worked daily with the AR team for payment plan approvals and invoice payment processing
- Fielded incoming calls for sales, customer service and technical support
- Provided basic retail customer service including RFQ responses, light technical support, order tracking, etc
- Interpret, apply, and explain established policies and procedures
- Effectively handled multiple priorities, organized workload, and met strict deadlines
- Maintained professionalism, courtesy, and composure at all times, including stressful situations
Sales Associate and Account Manager
Universal Precast Concrete, Inc.
2014.05 - 2015.08
- Researched construction plans and specs for upcoming sales project opportunities
- Generated estimates, scopes, price quotes & invoices in MS-Word, Excel & Salesforce
- Produced and designed project proposals, submittals and marketing documentation
- Assisted Sales Manager with administration, special projects, phones, faxes filing and staff
- Processed and reconciled A/R check deposits and logs daily
- Performed weekly vendor check runs and employee reimbursements
- Handled account payable and receivable
Education
Bachelor's Degree - Business Administration And Management, Marketing
San Jose State University
San Jose, CA01.2015
Associate of Arts - Business Administration And Management
De Anza College
Cupertino, CA06.2012
Skills
- Modern office procedures
- Salesforce
- Outlook
- MS-Words
- MS-Excel
- Liquid EMR
- Customer service
- Meeting Coordination
- Teamwork and Collaboration
- Multitasking
- Relationship Building
- Bilingual (Vietnamese)
Websites
Certification
Adult Mental Health First Aid USA Training - 09/05/2024
Accomplishments
- Consistently exceed daily/month/quarterly sales targets.
- Top quarterly performance 2017
- Top monthly performance 2018
Languages
Vietnamese
Native or Bilingual
Timeline
Community Engagement Specialist
Santa Clara Family Health Plan
2024.04 - Current
Customer Service Representative II (Promoted)
Santa Clara Family Health Plan
2023.11 - 2024.04
Customer Service Representative I (Temp to FTE)
Santa Clara Family Health Plan
2022.10 - 2023.11
Customer Service Representative
San Jose Gastroenterology
2021.05 - 2022.10
Relationship Manager
Bank of America
2017.04 - 2021.05
Account Manager
Superbiiz.com
2015.10 - 2017.03
Customer Service Representative
Superbiiz.com
2015.07 - 2015.10
Sales Associate and Account Manager
Universal Precast Concrete, Inc.
2014.05 - 2015.08
Bachelor's Degree - Business Administration And Management, Marketing
San Jose State University
Associate of Arts - Business Administration And Management
De Anza College
Adult Mental Health First Aid USA Training - 09/05/2024
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