Edenia Hoang

Handled inbound and outbound patient service calls, collected HIPAA-compliant patient information, and transferred patients to providers to complete consultations, improving continuity of care over a one-year period.

Enrolled new patients in standard and transition programs, conducted welcome/outbound calls to educate patients about processes and insurance, and performed benefits verification and basic claims processing.

Conducted pure outbound calls to contact leads in the US, qualified interested prospects, and transferred qualified calls to Sales Specialists, marking qualified opportunities as sales.

Provided inbound technical support for Samsung devices, troubleshooting hardware and software issues, guiding customers through remote fixes, and resolving advanced technical problems to improve device uptime.

Handled inbound calls, chat, and email for travel bookings, recommended and reserved tours, and maintained high customer satisfaction; served as Subject Matter Expert mentoring new agents.

Answered member inquiries about claims and benefits for Blue Cross Blue Shield accounts, educated members on payments and online options, and updated account service details to ensure accurate billing.

Performed retention-focused customer service for SiriusXM, activated satellite accounts, troubleshot service issues, processed payments, and upsold products to improve retention.

Activities and societies: Adverse Drug Reactions seminar; Drug Delivery System seminar; Quality Control and Cosmetics seminar; Pharmacy Law seminar; Hospital Pharmacy and Community Pharmacy internships.

Completed a Bachelor of Science in Pharmacy program with coursework and internships in hospital and community pharmacy settings.

Attended secondary education at East Manila Integrated School, completing high school diploma requirements.

Attended primary education at Bagong Nayon 4 Elementary School.