Una Vang
Rose
Summary
Dynamic professional with extensive experience in customer support and problem resolution at the Lupus Foundation of MN. Proven ability to enhance customer satisfaction through effective communication and efficient call handling. Skilled in data entry and maintaining calm under pressure, consistently achieving high first-call resolution rates while fostering strong client relationships.
Overview
2026
2026
years of professional experience
Work History
Call Center Representative
Lupus Foundation Of Mn
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Effectively communicated complex information in a digestible format for callers of varying levels of technical understanding.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Bookkeeper
Locust Grove 420/7
04.2020 - 07.2025
- Maintained and processed invoices, deposits, and money logs.
- Managed accounts payable and receivable activities, maintaining vendor relationships and positive cash flow.
- Handled payroll processing for employees, ensuring timely payment and adherence to tax regulations.
- Monitored incoming payments from clients, ensuring prompt application of funds against outstanding invoices.
- Completed payroll for employees and maintained detailed records of procedures.
- Prepared monthly bank reconciliations to ensure accurate representation of company''s financial position.
- Tracked expenses and income for businesses while organizing and maintaining bank statements for checking accounts.
- Maintained accurate records of all transactions, ensuring compliance with company policies and applicable regulations.
- Implemented a more efficient filing system for financial documents, improving accessibility and organization.
- Reduced errors in financial reporting by conducting thorough reviews and ensuring accurate data entry.
- Provided support during audits by supplying requested documentation promptly and accurately.
- Reviewed and filed financial documents, coded accounting entries for data processing, and posted daily receipts and payments in accordance with all corporate protocols.
- Enhanced cash flow management through timely invoicing and collection of outstanding receivables.
Owner
420/7 Kansas
09.2022 - 07.2024
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Consulted with customers to assess needs and propose optimal solutions.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Trained and motivated employees to perform daily business functions.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Established foundational processes for business operations.
Paraprofessional
Siloam Springs School District
08.2017 - 02.2019
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Improved classroom management by assisting teachers with behavioral interventions and monitoring student progress.
- Supervised students during non-instructional periods such as lunch, recess, or field trips, ensuring safety at all times.
- Enhanced student support by delivering one-on-one and small group assistance in various subjects.
- Fostered a positive learning environment by establishing strong rapport with students, parents, and faculty members.
- Implemented behavior management techniques effectively to maintain a structured learning environment conducive to student success.
Education
General Studies
Century College
White Bear Lake, MNNo Degree -
Globe College
Woodbury, MNCentral High School
Saint Paul, MN06.2002
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Verbal and written communication
- Resolving issues
- Call center operations
- Communicating with clients
- Customer communications
- Answering questions
- Complaint resolution
- Appointment scheduling
- Inbound phone call management
- Customer relationship management
- Cash handling
- Sales expertise
- Performance monitoring
- Calm and professional under pressure
- Problem resolution
- Calm under pressure
- Microsoft office
- Administrative and office support
- Remote office availability
Additional Information
Team Player
Fast Learner
Overachiever
Detail oriented
Calm under pressure
Languages
Hmong
Native or Bilingual
Timeline
Owner
420/7 Kansas
09.2022 - 07.2024
Bookkeeper
Locust Grove 420/7
04.2020 - 07.2025
Paraprofessional
Siloam Springs School District
08.2017 - 02.2019
Call Center Representative
Lupus Foundation Of Mn
General Studies
Century College
No Degree -
Globe College
Central High School