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Professional Summary

 Motivated professional with a highly effective communication style.  Efficient worker who demonstrates strong time management and prioritization skills, with 4+years experience in a diverse work environment. Personable and results oriented, I excel at establishing and keeping professional relationships.

Skills
  • Efficient in a fast-paced environment
  • Superior communication skills
  • Conflict resolution
  • Adaptability
  • Leadership
  • Time-management
  • Articulate and well-spoken
  • Customer service-oriented
  • Flexible
  • Accurate and detailed
  • Excellent planner and coordinator
  • Critical thinker
Work History
Health Program Specialist 01/2019 to Current
PCG SSO NYS DHPCO Menands, NY
  • Reviewed and updated physician correspondence files and electronic  database information to maintain accurate records.
  • Executed data verification to detect errors.
  • Completed data entry tasks with accuracy and efficiency.
  • Compiled information and input into EMEDNY database.
  • Sorted documents and maintained an organized filing process.
  • Reviewed completed work for compliance with regulations.
  • Communicated with associates to ensure cohesive completion of work.
  • Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
  • Drafted reports for upper management as directed.
  • Outlined appropriate processes and procedures to fulfill and complete inquiries.
  • Obtained documents, clearances, certificates and approvals from local, state agencies on physicians.
  • Full Time Position (40hrs/wk)
Advanced Medical Support Assistant 01/2018 to 01/2019
Department of Veteran Affairs Albany, NY
  • Coordinated with other internal departments and customers to keep operations running smoothly and solve both routine and complex problems.
  • Cooperated and communicated effectively with physicians to ensure client satisfaction and compliance with set standards.
  • Maintained computerized record management systems to record and process data and generate reports.
  • Ordered and maintain inventory of office supplies.
  • Received and routed business correspondence to correct department or staff member.
  • Organized the department in accordance with administrative guidelines in order to provide specified nursing services to meet the legal, organizational and medical staff guidelines.
  • Experience with various medical conditions including Parkinson's, Dementia, and Diabetes.
  • Prepared mailings of information and documentation.
  • Interacted and communicated easily with department personnel and public.
  • Partnered with team of registered nurses to achieve overall well-being of all patients.
  • Assessed need for, and ordered,  appropriate lab tests.
  • Mailed patient appointment letters.
  • Trained new staff on guidelines  and procedures.
  • Used various systems to schedule and manage patient appointments.
  • Full Time Position (40hrs/wk)
Shift Supervisor 01/2015 to 01/2017
Starbucks Albany, NY
  • Carried out supervisory responsibilities in accordance with company policies and applicable laws.Respond quickly to complex requests in a fast-paced environment
  • Deposit and balance cash tills.
  • Assisted store manager meet standards of service and quality in daily operations.
  • Applied security, safety and loss prevention strategies during shifts.
  • Worked with team members to improve performance and implement training updates.
  • Prepared and maintained inventory records.
  • Supervised, trained and developed team members in accordance with company policies and procedures.
  • Supervised quality programs to reduce overdue compliance activities. 
  • Led change management activities for the store.
  • Assisted in reducing workflow inconsistencies while recruiting, interviewing and hiring new staff members.
  • Performed supplier risk evaluations and supported regulatory inspections. 
  • Minimized resource and time losses by addressing any employee or production issue directly and implementing timely solutions.
  • Evaluated employee behaviors, skills and knowledge on regular bases and provided hands-on training and mentoring to individuals with lagging skills.
  • Conducted performance reviews.
  • Full Time Position (40hrs/wk)
Education
MBA: Business Administration August 2019 Louisiana State University At Shreveport - Shreveport, LA
Bachelor of Arts: Social Sciences Interdisciplinary Health And Human Services 2017 University At Buffalo - Buffalo, NY
High School Diploma 2013 Albany High School - Albany, NY Health Explorations Program
Accomplishments
  • Erie County Department of Health Opioid Overdose Prevention Certified
  • High Academic Achievement Award at the 42nd Annual EOP Honors Convocation (2016)
This resume is created in 7 minutes.
Skills
  • Chemistry
  • Chemical Engineering
  • Biotech Consultant
  • QA/QC
  • VBA (2-year Experience)
  • SQL (1-year Experience)
Work History
Tech Support Specialist 10/2018 to Current
Selleck Chemicals LLC Houston, TX
  • Troubleshoot customer queries:

   1. Inhibitor selection/application (in-vivo/ in-vitro)

   2. Solublity and formulation issues

   3. Dosage and activitity issues


  • Maintain VBA system of shipping department:

   1.  Design control panel to batch import orders and eliminate orders that have been sent or out of stock. 

   2. Create address template for label and commodity output in FedEx/ UPS software.

   3. Create manufacture declartion template in Word (VBA) to auto output report for international shipments.

   4. Update tracking# and order status.

   5. Log user activities and backup data for further debug and troubleshoot.


  • Use SQL to monitor shipping status

   1. Summerize everyday's package quantity based on FedEx Monthly Shipping Report,

   2. Group data by states, and compare sales increasement by previous monthly data,

   3. Calculate the percentage of packages that did not reach  the overnight delivery goal.

QA/QC Specialist 03/2018 to 10/2018
Cap Barbell Inc Houston, TX
  • Evaluate and understand the chemical components of coating materials of products to ensure that the products meet all export compliances,
  • Intermediate between the buyers and vendors in China to monitor QA milestones and prerequisite audit.
  • Design VBA system for purchasing and accounting department to perform shipment monitorization and cost calculation:

       1. Track and Trace Table: Match multiple workbooks to update everyday shipment status in 5 states

       2. Claim Template: Built-in functions and templates to calculate financial lost of shortage to claim suppliers.

       3. Duty & Tax Calculator: Built-in functions to calculate and divide total duty & tax into each container.

       4. Truck Service Payment Report: Convert container# into PO# by truker's invoice report, and sum up service cost of each PO#.

Research Assistant 12/2015 to 12/2016
Texas Tech University Lubbock, TX
  • Modeling surface tension of the water-alcohol-salt ternary system by eNRTL model,
  • Modeling surface tension of nitric acid and hydrochloric acid from low to high concentrations by eNRTL model.
Summer Intern 05/2015 to 08/2015
DeGolyer and MacNaughton Dallas, TX
  • Gathered data from DST (drill stem test) and drilling mud program,
  • Evaluated production performance of Chang-7 oilfield for PetroChina,
  • Wrote and compiled progress reports for projects.
Chemist 08/2012 to 07/2014
Beijing New Giant Technology Beijing, China
  • Performed experiments adjusting surfactants of waterflood in low permeable reservoirs
  • Collected data and complied experiment reports
Research
1. Modeling Surface Tension of Aqueous Electrolyte Solution by eNRTL Model (2016)
2. The Applied Research about Cationic and Anionic Polymer System of Chemical Flooding for Low Permeable Reservoirs (2012)
3. Synthesizing ZnS Nanoparticle from Organic-Inorganic Layer Hydroxide Zinc Oxide and Testing the Efficiency of Sewage Purification (2011)
Education
Master of Science: Chemical Engineering 2016 Texas Tech University - Lubbock
Bachelor of Science: Applied Chemistry 2012 Beijing University of Chemical Technology - China, Beijing
This resume is created in 7 minutes.
Summary
Experienced Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Able to rapidly gain product knowledge.
Highlights
  • High customer service standards
  • Conduct and evaluate customer feedback surveys
  • Prepare management reports
  • Exceptional listening and analytical skills
  • Adheres to customer service procedures
  • MS Windows proficient
  • Detail oriented
  • Flexible
  • With Zendesk and LiveChat experience
  • Amazon Seller Central and Shopify experience
Accomplishments
  • Promoted to Quality Assurance Analyst in 2014.
  • Employee of the quarter October- December 2013, Microsourcing Inc.
  • Top Agent of the Month November, October, September, May 2013 Livecareer
  • Consistently on the Top QA Performer list
  • Top Recruiter of the Month August and September 2010 TRG (The Resource Group) Emerald Avenue Ortigas Ctr. Pasig City, Philippines
  • Phonescreener of the Month August and September 2009 NCO Financial Systems, Inc. Quezon City,Philippines
Experience
Customer Happiness Specialist- Homebased Mar 2020 to Apr 2020
Overheat
  • Responding to daily customer inquiries through support tickets using Zendesk and ReAmaze.
  • Following up on customer interactions, maintaining existing customer relationships and increasing customer loyalty.
  • Processing of refunds.
  • Creating orders and invoices.
  • Answering product questions.
  • Used Amazon Seller Central and Shopify
Customer Service Specialist - Homebased Jan 2018 to Jul 2019
ModLi
  • Responding to daily customer inquiries through support tickets and live chat, and occasionally calling customers.
  • Following up on customer interactions, maintaining existing customer relationships and increasing customer loyalty. 
  • Processing of returns, exchanges and refunds.
  • Answering product questions.
  • Responding to customers feedback.
Administrative Assistant - Homebased Apr 2016 to Feb 2017
My Freight Staff Rancho Cucamonga, California, USA
  • Phone receptionist to answer calls, transfer calls, and take messages
  • Sort and filter Job Applications that come in via email from potential Virtual Assistants 
  • Respond to VA inquiries 
  • Set first round of interviews
  • Verify system requirements 
  • Research as requested
  • Chat support
  • Lead finder
Quality Assurance Analyst May 2014 to Nov 2015
Microsourcing Philippines - LIVECAREER Quezon City, Philippines
  • Participates in design of call monitoring formats and quality standards.
  • Performs call monitoring and provides trend data to site management team.
  • Uses quality monitoring data management system to compile and track performance at team and individual level.
  • Participates in customer and client listening programs to identify customer needs and expectations.
  • Provides actionable data to various internal support groups as needed.
  • Coordinates call calibration sessions for call center staff.Provides feedback to call center team leaders and managers.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Floor support and escalationsProvided cross training to 10 staff members.
  • Conducted QA talk and QA huddle.
Customer Service Representative Apr 2012 to Apr 2014
Microsourcing Philippines - LIVECAREER Quezon City, Philippines
  • Effectively managed a high-volume of inbound customer calls and chats.
  • Defused volatile customer situations calmly and courteously.
  • Gathered and verified all required customer information for tracking purposes.
  • Accurately documented, researched and resolved customer service issues.
  • Well trained for voice, chat and email segment
  • Handled billing concerns
Billing Support Specialist Dec 2010 to Dec 2011
The Resource Group - OFFICE DEPOT USA and CANADA Pasig City, Philippines
  • Placed orders for customers and businesses
  • Provided excellent customer service
  • Checked order and delivery status
  • Processed credit card payments for Account Billing
  • Processed Account Billing and Store Purchasing Card application
  • Processed store receipt requests
  • Sent copies of invoices and credit memos
  • Credit memo application for Account Billing
National Recruiter May 2010 to Dec 2010
The Resource Group Pasig City, Philippines
  • Pre-screened all resumes of candidates from the US prior to sending them to corporate hiring managers forconsideration. Clients: AT&T, Verizon, Reliant Energy, Direct Energy
  • Conducted initial interview over the phone
  • Scheduled the candidate for training
  • Candidate profiling
  • Hit targets based on requirements
Recruitment Phonescreener Apr 2010 to May 2010
NCO Financial Systems Quezon City, Philippines
  • Contacted and scheduled applicants to ensure robust/adequate daily applicant flow.
  • Conducted initial interview over the phone
  • Assisted with screening and referring qualified applicants to the appropriate department management for follow-up interview.
  • Sourced candidates for open positions as well as leverage online recruiting resources and in -house applicant tracking systems to identify qualified candidates.
  • Used effective communication approaches that proactively keep others informed and appropriately express ideas and thoughts verbally and in written form in a timely manner.
  • Collaborated with Recruiting Team to post job openings to career boards, newspapers, and other media outlets as well as internally.
Recruitment Operations Assistant Nov 2009 to Dec 2009
NCO Financial Systems, Inc Quezon City, Philippines
  • Administered and checked computer based exams
  • Profiling of candidates
  • Interview scheduler
  • Updated Applicant database
  • Reported End of Day Statistics
Recruitment Phonescreener Jul 2009 to Nov 2009
NCO Financial Systems, Inc. Quezon City, Philippines
  • Contacted and scheduled applicants to ensure robust/adequate daily applicant flow.
  • Conducted initial interview over the phone
  • Assisted with screening and referring qualified applicants to the appropriate department management for follow-up interview.
  • Sourced candidates for open positions as well as leverage online recruiting resources and in -house applicant tracking systems to identify qualified candidates.
  • Provided administration and maintenance to various corporate recruitment mailboxes.
  • Used effective communication approaches that proactively keep others informed and appropriately express ideas and thoughts verbally and in written form in a timely manner.
  • Collaborated with Recruiting Team to post job openings to career boards, newspapers, and other media outlets as well as internally.
Education
BS Psychology Miriam College Quezon City, Philippines
High School Diploma 2005 St. James Academy Philippines
Trainings and Conferences Attended
  • Jun 23, 2015- Root Cause Analysis, Microsourcing Inc., Quezon City, Philippines
  • June 2015- Coaching for Coaches, Microsourcing Inc., Quezon City, Philippines
  • 2007 Talk on Voter's Education, Miriam College 2006 Team Building Seminar, Kabayan Resort, Batangas
  • 2005 Sexual harassment on women, Miriam College
  • 2005 Unlocking the Da Vinci Code, Miriam College
  • March 2020- Oberlo 101 Online Course with Shopify Training
This resume is created in 7 minutes.
Professional Summary
Adaptable and professional leader with an ability to work independently, implementing efficient strategies, and developing opportunities that further establish organizational goals.
Skills
  • Research & Analytical Skills
  • Extensive knowledge of healthcare industry
  • Microsoft Office/Excel/Outlook
  • Effective Communication
  • Organizational skills
  • Team building
  • Escalation Resolutions
  • Quality Assurance
Work History
03/2015 to 10/2018
Provider Service Rep II/Portal Support Molina Healthcare Irving, TX
  • Identify discrepancies & provide understanding of billing terminology including ICD-10, HCPCS, & rev coding. 
  • Provides appropriate determination of benefit coverage, and education of Medicaid & Medicare guidelines/metrics.
  • Maintain and monitors backlog and workflow of claims, and claim records.
  • Execute special projects, such as diagnosis/treatment authorization requests, and hospital census information regarding admissions/discharges.
  • Adhere to all regulatory requirements, and accurately record all service requests and complaints in CRM as applicable.
  • Utilized TMHP & CMS to respond to inquiries from providers.
  • Assists Providers with Web Portal registration and utilization.
09/2013 to 04/2014
Operations Analyst Bank Of America Dallas, TX
  • Review and process transactions for item processing.
  • Sort and reconciling statements using MICR/image, float, and original lock box remittance as well as ensuring effective quality service and efficient operations support.
  • Maintain heavy workloads with speed and accuracy to meet all productivity and quality standards.
  • Maintain internal operational and financial controls to ensure they meet bank standards.
01/2011 to 09/2013
Pre-Sale Analyst/ Foreclosure Chase Home Equity Coppell, TX
  • Utilize servicing systems; LPS, Fortracs, Vendorscape and Bank One.
  • Monitor and target Junior and Senior liens, to prepare for foreclosure status.
  • Maintaining incoming and outgoing calls from attorney for upcoming sale date.
  • Review mortgage loan documents to ensure compliance with the Federal Bankruptcy Law, and loans that are affected by Chapter 7,11,13 bankruptcies.
  • 09/2007 to 01/2011
    MLO Loan Service Specialist III Bank Of America Home Loans Plano, TX
  • Utilize multiple systems accurately; CFSC, AS400, MSB calculator, and P260.
  • Research all loans including; Fannie Mae, Freddie Mac, Conventional, & FHA loans for any outstanding conditions that could prevent a property from conveying.
  • Submitted bids to HUD once all guidelines are met and negotiated with the client.
  • Established a rapport with numerous contactors/clients to guarantee proper inspections on all homes
  • Education
    2005
    High School Diploma
    Rialto High School - Rialto, CA
    2006
    -: Business Administration
    Chaffey Community College - Rancho Cucamonga, CA
    Cosmetology Ogle School Hair Skin Nails - Dallas, TX