Ashley Blaire Luong
Sacramento
Summary
Motivated healthcare management professional seeking to contribute strong organizational, leadership, and patient-centered skills to improve operational efficiency, quality of care, and support organizational goals.
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering a culture of accountability and excellence.
Overview
15
15
years of professional experience
Work History
Teleservice Representative Manager
Kaiser Permanente
11.2012 - Current
- Interviews, trains, and supervises competent, productive, and motivated staff to provide high-quality telephone service to Kaiser Permanente members.
- Coordinates and directs daily shift operations in collaboration with other supervisors.
- Ensures cost-effective operations while staying within budgetary guidelines daily.
- Collaborates with the management team to plan and achieve operational center goals and objectives.
- Assists staff with resolving the more complex questions and/or calls.
- Managing union-represented staff through coaching, counseling, and performance management.
- Participates and is familiar with unit-based teams and labor management partnerships.
- Led cross-functional teams to enhance patient care delivery and operational efficiency.
- Developed and implemented strategic initiatives to improve service quality and reduce wait times.
- Collaborated with cross-functional teams to enhance service delivery and streamline processes.
- Trained new representatives on product knowledge and customer engagement techniques.
- Analyzed call metrics through call monitoring to identify trends and implement improvements in service quality.
- Minimized escalations by identifying and addressing patients' needs.
- Participated in ongoing training sessions to stay current with industry trends and boost performance in the teleservice role.
Member Service Representative Supervisor
Schools Financial Credit Union
05.2011 - 11.2012
- Supervising the teller line
- Responsible for setting goals for performance and deadlines
- Ensuring that employees follow the workflow and understand their duties and delegated tasks
- Monitoring employees’ productivity and providing constructive feedback in monthly coaching’s
- Services to the members I was responsible for included, but were not limited to the following: deposits, withdrawals, transfers, money orders, traveler’s checks, wire transfers, and cashier’s checks
- Knowledge of state and federal laws and regulations related to credit union compliance with bank secrecy and anti-money laundering laws appropriate to the position
- Responsible for performing these duties while handling large cash sums and maintaining a cash drawer
- 2011 Presidents Club recipient (exceeded sales goals by more than 40% of that required)
- Provided exceptional member support by addressing inquiries and resolving issues promptly.
- Educated members on financial products, services, and account management strategies.
Education
Master of Business Administration, Cum Laude - Healthcare Management
California State University
Santa Ana, California07-2024
Bachelor of Science - Criminal Justice
California State University
Sacramento12.2010
Skills
- Excellent Computer Skills (familiar with Microsoft Word, Excel, PowerPoint, and Outlook)
- Familiar with Kaiser Permanente Databases (ie: PARRS, Sessions, KPATHS)
- Detail oriented/ organized/ able to work well under pressure/ patient care
- Team leadership
- Customer service
- Time management
- Decision-making
- Task delegation
- Goal setting
- Experience managing union-represented staff with strong skills in coaching, counseling, performance management, and staff development
Accomplishments
- People Pulse Honor Roll 2025
- Excellent People Pulse Engagement Index September 2025
- People Pulse Honor Roll 2024
- Excellent People Pulse Engagement Index September 2024
- Excellent Performance Evaluation rating 2022, 2023, 2024
Timeline
Teleservice Representative Manager
Kaiser Permanente
11.2012 - Current
Member Service Representative Supervisor
Schools Financial Credit Union
05.2011 - 11.2012
Master of Business Administration, Cum Laude - Healthcare Management
California State University
Bachelor of Science - Criminal Justice
California State University