Jenny Loo Email & Phone Number

Research and resolving grievances and appeals submitted by consumers and providers within required deadlines. Categorizing inbound submissions; generating acknowledgement and resolution letters; obtains additional information required for case review; rendering decisions for non-clinical complaints using sound, fact-based decision making; completing necessary documentation for all cases.

Honolulu, Hi

Participated in various projects to promote company success and improvement: Review and edited SOP’s and job aids; SME for off-shore training of for various state plans; trained and coached new-hire classes locally and internationally; monitor and assists with other agent-used resources and programs which ensure daily productivity and problem resolutions. Daily activities include answering incoming phone calls for the companies Medicare Advantage and Medicaid accounts by active listening and identifying and resolving the needs of each inquiry (i.e. explanation of benefits and eligibility, billing and claims, and authorizations for services). Coordinates cross-functional communications between multiple departments, on-line resources, and with participating off-site vendors to provide first call resolution. Contributes to team by offering support and feedback when needed and creates tools to ensure individual and team successes. Maintains best company practices to ensure team and company success by maintaining call-center metric goals.

Designing and creating unique, original hand-made jewelry for customers. Receptive to customers with creating unique experiences by allowing them to contribute some input on their one-of-a-kind jewelry. Maintained all operational details of a small business.

Honolulu

Maintain the company’s quality assurances by using clear communications to provide courteous and helpful service, ensuring that all customer commitments and federal regulatory compliances are attained. Used various resources simultaneously to pursue multiple revenue opportunities which resulted in additional quality experiences for each individual. Successfully work together with colleagues in a call-center environment through encouragement and support of one another on a daily basis.

Honolulu, Hawaii

Short-term assignments - Greeting clients and processing general office responsibilities. Assisted with projects which included duplicating audio and video recordings, and operating equipment during court proceedings.

Kailua, Hawaii

Supervised and managed daily activities of a retail store (which included hiring and training new employees and daily accounting), assisted with implementing and leading team toward company-wide profitability through appropriate employee incentives, assisted with product inventory, created monthly scheduling, taught classes, assisted in producing the visual merchandising for the store during normal and sales seasons, and assisted with organizing, scheduling and creation of class schedules for print and website.

Honolulu, Hawaii

Supervised daily operations of box office staff. Created a condensed training manual to provide efficient operational learning for specific ticketing program. Provide the budget and marketing ideas to help achieve top revenue goals. Created and approved printed material for marketing projects. Act as liaison between the company and promoters. Responsible for printing promotional materials for the company. Maintain all on-line internet websites related to events for the company. Continued maintenance with the box office ticketing database. Process invoices from other ticketing outlets. Processing/selling of tickets for shows at the venue and at other locations. Providing excellent customer service with local and foreign customers. Creating the best “Hawaiian experience” for new-comers to the venue and maintaining the aloha spirit with the repeated customers.

Honolulu, Hi

Using SABRE to prepare air, room and car reservations for passengers by presenting excellent customer service over the phone. The company provided unique training regarding quality customer service and sales techniques. Working on computers in a timely fashion were part of the daily task for taking reservations while offering and selling the best experience on the air carrier.

Honolulu, Hi

Data enter new loans on system and prepare their files. Review new home-related loans for Real Estate settlement Procedures Act and prepare documents. Prepare, audit and send notification letter to clients. Close out denied and withdrawn home related loans. Answer telephones. Filing of documents.

Bachelors, Psychology

Activities and Societies: National Society of Collegiate ScholarsFocusing on mental health and substance abuse counseling.

Education record