Tina Pham
Southington,CT
Summary
Dependable candidate successful at managing multiple priorities and understanding of various systems to streamline operations to promote organizational efficiency and client satisfaction.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Liberty Bank
02.2024 - Current
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Mentored junior representatives, fostering a culture of continuous learning and support.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Processed transactions accurately, ensuring compliance with banking policies and procedures.
Manager
Ever After Storybook Entertainment
05.2017 - Current
- Established and maintained communications amongst clients and third parties to fulfill client/event requests via calls/email
- Coordinated employee schedules with event dates using Google docs to secure general staffing and back up staffing needs
- Managed the training of new employees with in-person trainings, as well as the creation/revision of training manuals
- Created spreadsheets to maintain and categorize invoice records for clients.
Medicare Advantage Customer Service
Harvard Pilgrim Health Care
10.2019 - 07.2021
- Reviewed member/non-member applications for errors and collaborated with the Enrollment Department to determine benefits eligibility for Medicare plans offered by Harvard Pilgrim
- Reached out to members to ensure that invoices were up to date and resolved issues/inquiries regarding payments
- Educated and/or de-escalated members with questions or grievances in regards to services
- Used systems proficiency, as well organizational tools to research, relay, and record information to members and third parties.
User Services Representative
LogMeIn
03.2019 - 08.2019
- Leveraged knowledge of products/policies to help customers navigate the options offered by their plans and ensure they make informed decisions to suit their needs
- Assisted in troubleshooting the more technical products
- Triaged phone calls and emails to their correct departments.
Data Management Associate
Department of Public Health- Massachusetts Controlled Substance Registration
01.2018 - 01.2019
- Used my proficiency with processes/systems for handling healthcare applications to provide quality service to customers and coworkers alike via email, phone calls, and in-person guidance
- Ensured compliance standards with license applications were met throughout all steps of processing
- Trained new employees on the different steps of application processing
- Learned the application process beyond the scope of my department, allowing me to introduce new methods to streamline the reviewing process for myself and the department as a whole
Education
Computer Science
Quincy College
Skills
- Salesforce
- Adobe products
- Microsoft programs (Word, Excel, Powerpoint)
- Google Workspace
- Visual Design programs (Canva)
- Course work in HTML and CSS
- Business Administration
- Verbal and Written Communication
- Multitasking
- Brand Management
- Time Management
Timeline
Customer Service Representative
Liberty Bank
02.2024 - Current
Medicare Advantage Customer Service
Harvard Pilgrim Health Care
10.2019 - 07.2021
User Services Representative
LogMeIn
03.2019 - 08.2019
Data Management Associate
Department of Public Health- Massachusetts Controlled Substance Registration
01.2018 - 01.2019
Manager
Ever After Storybook Entertainment
05.2017 - Current
Computer Science
Quincy College