Kelvin Nguyen

Customer Expert - Liberty Mutual - Live Oak, FL

(2026-02)

Collaborate with cross-functional team members via phone to execute client deliverables.
Facilitate team communication and alignment using meetings, instant messaging, and email.
Serve as a liaison between clients and external agencies, managing phone and email inquiries to ensure swift resolution.
Manage complex billing issues and respond to customer account inquiries in a call center environment.
Support company growth by generating leads and providing accurate insurance quotes to prospective customers.
Increase client retention by fostering rapport through consistent, empathetic communication.
Expedite the resolution of insurance coverage queries and concerns by utilizing resources.
Efficiently manage policy data to maintain compliance and accuracy.
De-escalate high-tension customer calls by maintaining composure, resulting in positive resolutions and improved customer satisfaction.
Leverage active listening and empathy to resolve customer issues, ensuring they felt heard, understood, and value.

Phone & Video Interpreter - LanguageLine Solutions - Remote

(2025-02 - 2025-12)

Bridged the gap between English-speaking clients and Limited English Proficiency individuals dues to language barriers.
Ensured the messages are perfectly understood across both languages through verbal communication in a call center setting.
Collaborated effectively with diverse healthcare organizations, including Medicaid and Medicare such as Aetna and Molina, to provide essential customer support services.
Accurately entered and managed call records and billing information to ensure precise invoicing
Maintained accuracy and clarity in every conversation, regardless of challenging situations or complex topics.
Demonstrated exceptional performance in high-pressure environments while consistently maintaining professional cordiality.
Exhibited consistent vocal pleasantness and professional demeanor when interfacing with challenging client interactions.
Committed to self-discipline and strict attendance while maintaining an organized workspace.
Transformed feedback into learning opportunities while actively researching to further skills.

Customer Service Specialist - Walmart - Live Oak, FL

(2012-07 - 2025-01)

Coordinated and managed group tasks and lunches according to schedules.
Worked together with all team members to achieve shared objectives and ensure customer satisfaction.
Trained new employees to effectively complete all assigned tasks.
Assisted in resolving customer issues and inquiries, as well as handling payments over the phone.
Efficiently fulfilled customer's online orders with timely, high-quality items while maintaining good customer service on the sale floor.
Organized and sort orders to their designated locations in back room for pickup.
Maintained a strong focus on own tasks, even when faced with difficulties, to surpass challenges.
Efficiently troubleshooted cellphones, computers, and other technological devices.
Provided technical and billing support by activating phones, transferring numbers, and assisting with payment transactions.
Be attentive to all customer needs while on the sales floor.
Assisted customers and associates from other stores by answering phone calls in a timely and helpful manner.

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