Biay Koang
Saint Paul
Summary
Detail-oriented professional adept at troubleshooting technical issues while maintaining high customer satisfaction levels. Experienced in managing customer inquiries and resolving complaints promptly. Committed to enhancing service delivery and supporting sales initiatives.
Overview
14
14
years of professional experience
1
1
year of post-secondary education
Work History
Trip Agent
Inter-Con Security
Minneapolis
11.2025 - Current
- Developed customer relationships and ensured satisfaction with services.
- Responded promptly to customer inquiries and complaints in a professional manner.
- Collaborated with law enforcement during investigations and emergency responses.
- Trained new personnel on security procedures and emergency protocols.
- Prepared detailed reports on security incidents and daily activities.
- Implemented safety measures to enhance workplace security for employees and visitors.
- Responded promptly to incidents, providing assistance and guidance.
Security Officer
Allied Universal Security Services
Minneapolis
02.2025 - 11.2025
- Monitored premises to ensure safety and security for all personnel.
- Conducted regular patrols to identify potential hazards or suspicious activities.
- Managed access control systems to restrict unauthorized entry effectively.
- Responded promptly to alarms and emergencies, coordinating with local law enforcement.
- Documented incidents in daily logs and reports for management review, ensuring accountability.
- Assisted visitors and employees with inquiries, enhancing overall safety and security experience.
- Trained new security staff on protocols and emergency procedures, fostering preparedness and compliance.
Chat Support Representative
Upgrade
Phoenix
10.2021 - 01.2025
- Increased customer satisfaction ratings 85% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Utilized problem-solving skills to address customer issues efficiently.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Answered questions from customers that came in through the company's online chat feature.
- Monitored customer issues to deliver best resolution course, following steps involved for appropriate procedures.
- Walked customers through online demonstrations to support better understanding of product features.
- Resolved service or billing complaints by adjusting bills and processing refunds.
Sales Associate
Ashley Furniture Homestore
Phoenix
05.2020 - 10.2021
- Promoted products by highlighting unique features and educating customers on effective usage, leading to increased sales.
- Assisted customers in locating products, addressed inquiries, and provided tailored product recommendations to enhance shopping experience.
- Trained new team members in cash register operation, stock procedures and customer services.
- Designed and set up attractive merchandise displays with signage to boost customer engagement and facilitate sales of overstock items.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Built and maintained relationships with peers and upper management to drive team success.
- Unloaded and organized product shipments on store shelves promptly after delivery.
Insurance Benefit Advisor
Willis Towers Watson
Tempe
05.2016 - 12.2019
- Gained knowledge of insurance industry practices
- Assist with the implementation of new clients
- Assist with the maintenance of client files and administrative documentation
- Communicated effectively via email, phone and face-to-face with plan participants to resolve issues pertaining to health and welfare benefits.
- Negotiated and coordinated contracts for new and existing plans.
- Provided information and answered client questions regarding insurance account administration
- Facilitated communication through verbal and written methods
- Enroll new clients to new insurance policies and effectively explain insurance policies and terminology
PATIENT CARE SPECIALIST
Philidor RX Services, Blvd
Phoenix
08.2015 - 11.2015
- Mail-order pharmacy dispensing services
- Answer phone calls from patients to verify prescription and ship it out
- Insurance reimbursement support
- Obtain and verify insurance/check eligibility
- Provide exceptional customer service to patients and physicians nationwide
- Administer a copay program directly on behalf of specific medication manufactures following HIPAA regulations.
CREDIT CARD REPRESENTATIVE (TEAM LEAD)
Wells Fargo
Phoenix
03.2015 - 09.2015
- Answer inbound calls from Wells Fargo cardholders or employees
- Use internal databases to search customer accounts, locate personal information
- Resolving customer concerns over the phone with an average handle time (AHT) of 4 minutes and 30 seconds
- Providing excellent customer service experience to each customer that calls
- Offer products to customers that meet their ongoing financial goals.
CUSTOMER SERVICE REPRESENTATIVE
NIKE, Aerotek, Fountainhead
Parkway Tempe
12.2013 - 12.2014
- Follow up with customers via chat, voice, email
- Navigate the Internet, email, instant messaging and social media tools
- Apply systematic approach to solving problems and order inquiries
- Handle difficult or irate customers effectively
- Demonstrate timely accurate and professional customer service
- Escalate consumer issues appropriately and correctly
- Answers messages in phone, chat, and email queues
Shift Lead Sandwich Artist
Subway | 12958 W Indian School
Litchfield Park
06.2012 - 11.2013
- Perform Cash-In Procedure- accounting for all forms of money, bread, etc.,
- Check products in sandwich unit area and restock items
- Use Point of Sale system/cash register to record the order and compute the amount of the bill
- Exhibit a cheerful and helpful manner while greeting guests and preparing their orders
- Train newer or less experienced Sandwich Artists in their tasks and responsibilities
- Complete University of SUBWAY courses as directed
Education
Associate of Arts - Communications
Maricopa Community Colleges, Estrella Mountain Community College
Avondale, AZ 09.2013 - 05.2014
Pre-licensure Certificate - Real Estate
Arizona School of Real Estate & Business
Scottsdale, AZ01-2018
Diploma - General Studies
Agua Fria High School
Avondale, AZ05-2013
Skills
- Customer Service
- Customer conflict resolution
- Customer loyalty building
- Product upselling
- Phone communication
- De-escalation skills
- Order processing
- Call logging
- Detail-oriented efficiency
- Digital communication
- Microsoft Office Suite
- Effective communication skills
References
REFERENCES
References available upon request
Timeline
Trip Agent
Inter-Con Security
11.2025 - Current
Security Officer
Allied Universal Security Services
02.2025 - 11.2025
Chat Support Representative
Upgrade
10.2021 - 01.2025
Sales Associate
Ashley Furniture Homestore
05.2020 - 10.2021
Insurance Benefit Advisor
Willis Towers Watson
05.2016 - 12.2019
PATIENT CARE SPECIALIST
Philidor RX Services, Blvd
08.2015 - 11.2015
CREDIT CARD REPRESENTATIVE (TEAM LEAD)
Wells Fargo
03.2015 - 09.2015
CUSTOMER SERVICE REPRESENTATIVE
NIKE, Aerotek, Fountainhead
12.2013 - 12.2014
Associate of Arts - Communications
Maricopa Community Colleges, Estrella Mountain Community College
09.2013 - 05.2014
Shift Lead Sandwich Artist
Subway | 12958 W Indian School
06.2012 - 11.2013
Pre-licensure Certificate - Real Estate
Arizona School of Real Estate & Business
Diploma - General Studies
Agua Fria High School