Tra Nguyen

• Work within applicable standards, policies and regulatory guidelines to promote safe working environment.

• Provide training and mentoring to new staff to maximize performance.

• Communicate effectively with management concerning important customer issues.

• Complete paperwork, recognizing discrepancies and promptly addressing for resolution.

• Provide all manicurist services for clients and understands client intent.

• Maintain protocol and licensing so that salon is up to date with state board regulations.

• Educate clients on boundaries of cosmetic services when medical service is requested that may impose violations to salon/technicians licenses.

• Build retention with established client relationships and booked appointments.

• Fulfill all creative requests for custom art designs.

• Creates higher incomes for salon by providing reasoning of time/expertise/resources spent which influenced pricing increases on undervalued services.

• Aids on understaffed days to accommodate and maintain consistent salon income

• Mediates custom request indecision between client, management and technicians to seamlessly aid salon on customer satisfaction

• Created onboarding process for testing advisors and trained new hires.

• Created and maintains sharepoint sites with training and compliance materials for medicare health plans.

• Performed root cause analysis and provides corrective action plans for testers to prevent issue reoccurrence.

• Trained team on writing RCA statements that captured clear and concise resolutions.

• Performed testing checkpoint for all med D cases for B.O.B. as the last set of review before plan is promoted into production.

• Provided training for new logic and/or existing knowledge with production corrections.

• Worked with different departments (benefits, coding, clinical, onshore and offshore testing, etc) to transfer knowledge and relay client intent and keep consistent communication throughout organization.

• Conducted client meetings to review testing results (output files) to ensure claim scenarios align with client intent (iMRD, CI Matrix, BRT).

• Analyzed production error trends and created action plan for testing to train, update SOPs, checklists, and testing tools.

• Reviewed testing for high volume/effort cases such as formulary builds, plan builds, new business implementations and called out discrepancies to prevent incorrect testing scope.

• Help launch testing opioid native testing with strategy and claims testing to ensure project met opioid native edits.

• Worked with senior leadership to provide testing forecasts for resources and inventory in queue.

• Ran reports in salesforce and Tableau to provide metrics for testing planning and KPI discussions with senior leadership.

• Conducted interviews for potential testing candidates and provided written and verbal feedback to proceed or not to hiring managers.

• Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements and customer demand.
• Researched and resolved barriers to successful system functionality, improving support and issue resolution.
• Documented processes to streamline setup, customization and maintenance.
• Led technology roadmapping, conducting research, development and installation according to deployment specifications.
• Implemented and maintained pharmacy benefits/ programs while working with medical to set up existing and renewing clients.
• Managed a book of business for 124 Tennessee accounts.
• Analyzed strategic implementations and provided all outcomes from coding to operational perspective for project submissions by working with clinical, IT, coders, networks, products, underwriting, sales etc.
• Maintained all account’s ongoing and new accumulations issues.
• Provided remediation with analytics and system updates through impact reporting and claim testing to name a few.
• Recommended pharmacy plan designs that cater to utilization management clinical modules, funding requirements, formulary/prescription drug lists and client intent.
• Worked to make sure pharmacy and medical accumulations are updating correctly in systems prior to renewals and implementations with correct file requests, system/coding verifications and client documents (ex: correct amounts and time frame so accumulations implement/reset correctly).
• Worked with technical consultant to ensure accurate inbound transfer files were received timely with implementation effective date. Collaborated with TC for inquiries about files and client intent/allowance.
• Test all plans before go-live dates to ensure accuracy and implementation met deadlines.
• Researched claim data and claim tests when errors occurred within account benefit plans.
• Maintains quality tracker, reliability/remediation, book of business dashboards to help keep all departments updated on accounts and issues.
• Completes all client intent documents to capture client decisions and keep accounts complaint with government. regulations.
• Delegates administrative tasks and provides training to specialists working with accounts’ less complex issues.

• Established productive, professional relationships with book of business for employer accounts.
• Maintained great business relationships with a variety of departments including but not limited to information technology, benefit analyst, clinical advisors, vendor transition, pharmacy networks, specialty pharmacy, finance, eligibility analyst, consultants, TPAs.
• Anticipated strategic plan designs for clients to help clients with cost effective resolutions that best address customer needs, while coordinating involvement of all necessary company personnel.
• Provided strategic insight for client’s benefit plans with presentations, member and plan impact reports, and saving analysis.
• Led all implementations for new and existing plan changes such as, integrating plans with medical benefits for CDH implementations, file sharing with external vendors, adding/ removing new populations to plans, and all company program additions.
• Researched and solved plan errors and communicates to clients on plan of action for resolution from service warranty reimbursements to running macros for member adjustments of incorrect coding.
• Coordinated and drove conference calls related to accounts as one of sole contact involvement of company personnel, including support, service, and management resources in order to meet account performance objectives and customers’ expectations.
• Ensured quality of benefit setup/changes through testing such as live claim validations, ensuring correct drug lists are coded, analyzing eligibility load reports to make sure members are in correct populations with correct benefits and reporting test results to benefit coders for comparison to name a few.
• Provided day-to-day operational support to clients, such as manual member overrides, claims reporting, accumulation and copayment verification, client notification of upcoming deadlines for compliance, obtaining user access to many different systems available to clients, researching all inquiries from pricing changes, invoicing amounts, member reimbursements to claim reject reasons and being the communication bridge between external and internal partners.

• Managed over 1000 policies and provided continuing services by processing renewals or changes in beneficiary.
• Determined clients' particular needs and financial situations through client-facing meetings or via telephone.
• Analyzed insurance policies and recommended coordinated protection plans based on results from calculated and quoted rates for immediate coverage action and long-term strategy implementation.
• Obtained underwriting approval by completing application for coverage.
• Educated clients on insurance terms/clause and informed them of approaching deadlines on policies using Farmers dashboard.
• Administered all aspects of general office management and addressed complaints/issues to ensure satisfaction is met from clients.
• Participated in conference calls.

• Wrote at least three stories weekly covering a range of areas (e.g., news, sports, business, education, healthcare, lifestyle) and never failed to meet deadlines.
• Executed multifaceted duties that included reporting, news/feature writing, researching, fact-checking, proofreading, quality assurance, and headline/cutline writing.
• Developed relationships with sources including administrators, campus visitors and students through consistent networking.
  Conducted interviews with university professors, directors, students, media representatives, visitors, administrators, public officials, or any authority figures related to up-coming articles.
• Used immersion journalism techniques to find different perspectives on traditional stories.
• Wrote and submitted accurate, engaging and fact-checked stories.
  Interviewed guests on specific topics.
• Utilized social media outlets to connect directly with public.
• Helped shape narrative on key issues through effective storytelling and knowledge of public opinion.
• Collected data from various sources to determine facts and opinions and fashioned into cohesive story for television or radio broadcast.
• Established and maintained relationships with credible sources.

• Frequently restocked workstations and organized and stocked product sales shelves.
• Communicated effectively with management concerning important customer issues.
• Prepared nail beds and cuticles, shaped nails and applied polish for over 10 daily customers.
• Sanitized workstation and stocked assigned workspace to facilitate general office and spa cleaning.
• Completed consultations with spa guests to determine nail care needs.
• Shaped and smoothed nails and extensions using tools such as files and rotary abrasive wheels.
• Cleaned and sanitized tools and equipment before each client.
• Treated, prepared and maintained clients' nails on both hands and feet.
• Used coordination and planning skills to achieve results according to schedule.

• Explained menu items and suggested appropriate options for food allergy concerns.
  
• Checked identification for minimum age for sale of alcoholic beverages.
  
• Worked with POS system to place orders, manage bills and handle complimentary items.
  
• Increased sales significantly by up-selling higher-end products to customers.
  
• Noted special patron requests and followed up with kitchen to confirm delivery.
  
• Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
  
• Answered customers' questions, recommended items and recorded order information.
  
• Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
  
• Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
  
• Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
  
• Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
  
• Printed dining checks with total due, collected payment and offered receipts to complete transactions.
  
• Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
  
• Checked guests' identification before serving alcoholic beverages.
  
• Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.