ASIA KING
Park Forest
Summary
Customer Service Supervisor with 4+ years of experience in regulated financial environments requiring strict compliance, documentation accuracy, and data review. Knowledge of HIPAA practices, medical terminology exposure, and patient-focused service through phlebotomy training and healthcare support experience. Skilled in data entry, auditing interactions, quality assurance, and regulatory compliance. Seeking an entry-level Medical Coding, Health Information, or Revenue Cycle role where strong documentation and analytical skills support accurate medical records and billing processes.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
OppLoans
Chicago
08.2021 - 05.2025
- Supervised and coached a team of 20+ customer service representatives to consistently exceed KPIs and service goals.
- Managed daily operations including workforce scheduling, performance tracking, and call/chat quality assurance.
- Conducted one-on-one coaching sessions, performance reviews, and development planning to improve engagement and retention.
- Analyzed customer feedback and performance metrics to identify trends and implement process improvements.
- Increased customer satisfaction scores by 85% through targeted coaching and service strategy improvements.
- Implemented new disconnect protocol improving survey feedback scores to 95%.
Customer Service Team Lead
OppLoans
Chicago
03.2021 - 08.2021
- Assisted supervisors with team leadership, training new hires, and handling escalated customer concerns.
- Maintained a personal customer satisfaction rating of 95%.
- Contributed to development of internal knowledge base and process documentation.
- Supported team performance initiatives and operational improvements.
Event Coordinator
Elite Choice Events
Chicago
01.2018 - 04.2021
- Coordinated event logistics, schedules, and cross-functional vendor communication.
- Managed attendee registration and client relations to ensure smooth event execution.
- Resolved unexpected challenges quickly while maintaining strong customer experience standards.
Bank Call Analyst
OppLoans
Chicago
08.2020 - 03.2021
- Handled 60+ inbound calls daily completing third-party bank verification for loan applicants.
- Documented customer interactions using CRM systems ensuring compliance with KYC, AML, and FDIC standards.
- Achieved 95%+ monthly performance metrics.
- Improved first-call resolution by 18% through process efficiency improvements.
- Awarded 'Customer Champion' for exceeding call quality and customer satisfaction goals.
Education
High School Diploma -
Hillcrest High School
Country Club Hills, ILSkills
- Team Leadership & Coaching
- Performance Management
- Workforce Management
- New Hire Training & Onboarding
- Conflict Resolution & Escalation Handling
- Call Center Operations
- Quality Assurance & Process Improvement
- Customer Satisfaction & Retention
- First-Call Resolution Strategies
- Complaint Resolution
- Salesforce
- NICE
- Five9
- UKG
- Tableau
- Data Reporting
- Microsoft Office
- Google Workspace
- CRM Systems
- KYC
- AML
- FDIC Compliance
- Payroll Support
- HR Support
- Data Analysis & Reporting
- IVR Optimization
- Administrative Coordination
- HIPAA Compliance
- Confidential Records Handling
- Medical Documentation Review
- Data Entry & Accuracy Verification
- Insurance & Verification Processes
- Electronic Record Systems
- Regulatory Compliance
- Quality Assurance & Audit Review
- Medical Terminology Exposure
- Patient Communication & Support
- Geriatric Patient Interaction
Certification
- Phlebotomy Technician, 01/01/25 - Present
- Anti-Money Laundering (AML) Certificate
Core Skills
Team Leadership & Coaching, Performance Management, Workforce Management, New Hire Training & Onboarding, Conflict Resolution & Escalation Handling, Call Center Operations, Quality Assurance & Process Improvement, Customer Satisfaction & Retention, First-Call Resolution Strategies, Complaint Resolution, Salesforce, NICE, Five9, UKG, Tableau & Data Reporting, Microsoft Office & Google Workspace, CRM Systems, KYC, AML & FDIC Compliance, Payroll Support, HR Support, Data Analysis & Reporting, IVR Optimization, Administrative Coordination, HIPAA Compliance & Confidential Records Handling, Medical Documentation Review, Data Entry & Accuracy Verification, Insurance & Verification Processes, Electronic Record Systems (EHR/CRM Exposure), Regulatory Compliance (AML/KYC → transferable to healthcare compliance), Quality Assurance & Audit Review, Medical Terminology Exposure, Patient Communication & Support, Geriatric Patient Interaction
Timeline
Customer Service Supervisor
OppLoans
08.2021 - 05.2025
Customer Service Team Lead
OppLoans
03.2021 - 08.2021
Bank Call Analyst
OppLoans
08.2020 - 03.2021
Event Coordinator
Elite Choice Events
01.2018 - 04.2021
High School Diploma -
Hillcrest High School