Tuan Nguyen
Leander,TX
Summary
Competent customer service provider, driven to exceed sales goals and build long-term relationships with customers. Facilitate positive experiences through high-quality customer care and prompt resolution of complaints and issues. Excellent at juggling multiple tasks and working under pressure. Experienced in answering high-volume calls or requests of varying complexity. Successful at managing calls and documentation with accuracy and consistency. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills.
Overview
14
14
years of professional experience
Work History
Claims Representative
Progressive
Austin, TX
04.2019 - Current
- Reviewed and verified insurance policy information to assess coverage and determine appropriate claims processing procedures
- Document new claims with accuracy and in a timely manner
- Quick to implement feedback or new policy changes with accuracy
- Provide superb customer experience with every call
- Assisted customers via telephone inquiries related to their specific claim status or general questions about the company's services in accordance to the scope of the role
- Demonstrate the ability to resolve one-off issues & using de-escalating approaches to address any emotionally tense calls
- Assisted with call reviews to identify any potential trends or areas of opportunity for the team
- Provided technical guidance and training to new staff members regarding claim processing procedures
- Assisted with leading policy reiterations during team meetings
- Be available to assist with additional duties as requested by management team
- Being able to handle a high volume of calls with consistency
Payment Risk Management
Ebay Inc
Austin, TX
06.2017 - 04.2019
- Assisted and taking ownership of customer related issues
- This includes providing business advice, handling claims, assist in managing payments, providing exceptional customer service
- Verifying data integrity and accuracy with the customer
- Providing feedback for the new department to leadership to improve the customers experience and company performance
- Performed initial client assessment and analysis to begin fraud risk research process
- Responded to customer requests via telephone, email, and chat
- Demonstrating an ability to remain calm under a tough call and a keen ability to think outside the box to resolve one off issues
- Having an eye for detail to identify potential risk/fraud.
Perishables Assistant
Target Corporation
Austin, TX
09.2014 - 06.2017
- Responsible for maintaining an organized market department, inventory quality checks, placing accurate truck orders for fresh produce and market items
- Provide exceptional customer service with a thorough understanding of the products to best answer their inquiries
- Demonstrate marketing skills to increase sales performance by managing shelf displays and truck orders to account for upcoming demands
- Demonstrate the ability to remain flexible, have communication skills, and work at a fast pace.
Receptionist
Jenny's Nails
Virginia Beach, VA
01.2010 - 09.2014
- Greeted customers and visitors in-person and via telephone calls
- Coordinated store inventory by restocking supplies and placing purchase orders
- Sorted, received and distributed mail correspondence between departments and personnel
- Answered inquiries and addressed, resolved or escalated issues to management personnel to ensure client satisfaction
- Oversaw inventory activities, including materials monitoring, ordering or requisition and supply stocking or re-stocking
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate management instruction
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance
- Wrote professional memorandum, letters and marketing copy
- Organized and scheduled appointments for client appointments for team of nail technician professionals, effectively accommodating hectic agendas.
Education
High School Diploma -
Green Run High School
06.2009
Associate of Science -
Tidewater Community College
Skills
- Team Collaboration
- Interpersonal Communication
- Time Management
- Data Analysis
- File Management
- Claims Investigation
- Insurance Claims Review
- Policy Knowledge
- Documentation Review
- Settlement agreements
- Decision-Making
- Coverage assessments
Timeline
Claims Representative
Progressive
04.2019 - Current
Payment Risk Management
Ebay Inc
06.2017 - 04.2019
Perishables Assistant
Target Corporation
09.2014 - 06.2017
Receptionist
Jenny's Nails
01.2010 - 09.2014
High School Diploma -
Green Run High School
Associate of Science -
Tidewater Community College
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