MARY PHANG
Customer Service Specialist
Las Vegas
Summary
Customer service professional with proven track record in handling high-volume inbound calls and resolving diverse customer inquiries. Known for strong focus on team collaboration and achieving results, adapting flexibly to changing needs. Expertise in communication and problem-solving, delivering consistent and reliable service.
Overview
12
12
years of professional experience
Work History
Access Center Representative
NYU Langone Health
03.2025 - Current
- Assist patients with scheduling, rescheduling, and confirming medical appointments across various departments while ensuring a positive and seamless patient experience.
- Maintain strict compliance with HIPAA regulations while handling sensitive health information.
- Utilize EPIC for patient records management and Salesforce for tracking interactions and appointment data.
- Generate and interpret reports in Tableau to support data-driven service improvements and operational efficiency.
- Deliver high-quality customer support by resolving inquiries and coordinating care in a timely and professional manner.
Cage Cashier
Bellagio
12.2023 - 03.2025
- Processed cash transactions, including chips exchanges, payouts, and cash advances, with precision and efficiency
- Enhanced customer trust by accurately handling transactions and resolving discrepancies quickly.
- Maintained strict adherence to casino regulations and policies regarding cash handling, customer interactions, and confidentiality.
- Collaborated with team members to ensure the smooth operation of the casino cage and to meet customer needs effectively.
- Quickly and accurately counted drawers at start and end of each shift.
Customer Service Representative
eBay
10.2022 - 01.2024
- Build and sustain customer value in a high-volume call center environment through effective problem resolution while demonstrating the highest level of service to 50 callers daily.
- Ensure a high level of focus on customer satisfaction by maintaining up to date knowledge on site navigation, account management inquiries, and general support initiatives.
- Maintain and update customer account information while demonstrating friendly and reliable customer service to maintain a strong customer base.
- Utilize procedural resource expertise to exceed customer expectations while responding to customer questions and concerns.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Specialist
Bank of America
10.2015 - 10.2022
- Balanced 50 inbound and outbound calls daily while engaging with customers, responding to inquiries, and providing product and service level guidance to increase customer dedication and build relationships.
- Managed a broad range of deposit and credit card account transactions including statement requests, balance transfer, and dispute handling with a high level of accuracy and efficiency.
- Supported customer needs and determined solutions to problems related to credit card and digital banking products/services.
- Ensured high levels of customer satisfaction by demonstrating knowledge of products offered and collaborating with team members when needed to provide excellent service.
- Relayed complex information regarding accounts and financial service regulations while building trust in customers throughout interactions, learning new concepts, and researching information to provide solutions.
Total Rewards Representative
The Ling Casino and Resort
09.2013 - 10.2015
- Maintained internal database of customers and prospective program members, including issuing vouchers as designated by customer account information and protecting customer rewards and credit lines.
- Interacted with all guests in a courteous and friendly manner, ensuring guests received the highest level of quality service and effectively managing Total Rewards cards and program promotions.
- Maintained a safe, professional, and friendly work environment that was conducive to a high level of productivity and performance as well as in support of the Resort's gaming culture.
- Acted as a role model and mentor to all staff by presenting positive public relations and creating an enjoyable atmosphere for customers.
Education
High School Diploma -
Middle College High School
08.2001 - 5 2005
Skills
- CRM software
- Operations Optimization
- Database Management
- Strategic Planning
- Account Management
- Training & Development
- Reports Development
- Process Improvement
- Client Relations
- Financial Support
- Complaint resolution
- Call handling
Timeline
Access Center Representative
NYU Langone Health
03.2025 - Current
Cage Cashier
Bellagio
12.2023 - 03.2025
Customer Service Representative
eBay
10.2022 - 01.2024
Customer Service Specialist
Bank of America
10.2015 - 10.2022
Total Rewards Representative
The Ling Casino and Resort
09.2013 - 10.2015
High School Diploma -
Middle College High School
08.2001 - 5 2005
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