Naomi Malmgren
Loveland
Summary
Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. Excellent communicator with 2 years in a demanding call center environment as a Customer Service Representative. Patient and empathetic customer service representative with extensive background in conflict resolution and customer care. Executive Assistant with outstanding telephone, scheduling, and documentation skills. Administrative professional offering excellent communication and computer skills. Meets deadlines and works with a high level of multicultural awareness and adaptability. Organized, independent worker with strong time-management skills. Assistant Manager and Training manager with experience in inventory, payroll, customer service and cost- effective techniques. Dynamic professional with a strong work ethic and exceptional customer service skills, demonstrated at Apria Healthcare. Proven ability to enhance client satisfaction through effective problem-solving and attention to detail. Proficient in MS Office and adept at managing high-stress situations, consistently achieving first-call resolution rates. A dedicated team player focused on fostering positive customer relationships.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Branch Coordinator
Apria Healthcare
09.2020 - 04.2023
- Improved branch efficiency by streamlining processes and implementing time-saving strategies.
- Performed duties in office environment during operating hours.
- Remained calm and professional in stressful situations.
- Delivered excellent customer service while completing installation or repair tasks at client locations.
- Increased customer satisfaction with prompt resolution of issues and concerns.
- Maintained friendly and professional customer interactions.
- Ensured prompt issue resolution through effective collaboration between internal departments such as claims processing, customer service, and network management.
- Process intakes for durable Medical Equipment
- Provided excellent customer service by promptly addressing inquiries from healthcare providers regarding specimen requirements or test results.
- Reach out to referral offices and patients regarding prescriptions and if there is more information needed,.
- Verify patient insurance and the correct payor for all DME. Request authorizations
- Kept up w/the O2 and PAP tracker, work the Re-ox tracker and the Re-PAP tracker.
- took inbound calls from patients, doctor offices, hospitals ans SNF facilities
- Made outbound calls to patients and doctor offices
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
Enteral CQ Specialist
Apria Healthcare
09.2018 - 09.2020
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Process intakes for durable Medical Equipment
- Reach out to referral offices and patients regarding prescriptions and if there is more information needed Verify patient insurance and the correct payor for Enteral formula and supplies to bill to the patient insurance
- Go over EDR, insurance information, delivery details, co- insurance payments due, and resupply of orders with patients.
Billing and Technical Support Specialist
ADT Security
04.2018 - 08.2018
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Managed high levels of call flow and responded to technical support needs.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Collected and processed payments for ADT customers Participated in unit-based Quality Assurance Program.
- Developed and achieved financial and growth goals. Identified and solved technical issues with a variety of diagnostic tools.
- Reviewed technical documentation and procedures. Managed call flow and responded to technical support needs of customers.
- Created cases and claims for damaged, lost, or displaced devices and services
Account Manager
Santander Consumer USA
03.2017 - 04.2018
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed a high-volume portfolio of auto loan accounts, ensuring timely payment collections while maintaining a customer-first approach.
- Proactively contacted customers regarding overdue payments, providing options and guidance to help bring accounts current and avoid repossession.
- Delivered personalized support through phone and digital channels, addressing billing concerns, account discrepancies, and loan modifications.
- Maintained compliance with federal and state regulations, including FDCPA and company policies, in all account-related communications.
- Documented all account activities accurately within internal CRM systems to ensure up-to-date records and transparency across departments.
- Collaborated with repossession, legal, and customer service teams to resolve complex account issues efficiently.
- Consistently met or exceeded performance metrics, including recovery rates, call quality standards, and customer satisfaction goals.
Stuent Loan Collector
Professional Bureau of Collections of Maryland
01.2017 - 03.2018
- Streamlined the collection process for increased efficiency with thorough documentation of all interactions and negotiations.
- Enhanced borrower relationships through empathetic listening and providing relevant information on available repayment options.
- Exceeded performance metrics consistently by adhering to established protocols while applying creative problem-solving techniques during negotiations.
- Maintained detailed records of borrower interactions, ensuring accurate documentation and seamless handoffs between team members for optimal collection outcomes.
- Maximized recoveries by diligently monitoring defaulted student loans and initiating timely follow-ups with borrowers.
- Boosted overall collections department performance with consistent achievement of personal monthly goals for recovered funds.
- Reduced delinquency rates by implementing effective communication strategies and payment plans tailored to individual borrowers.
- Collaborated with a team of collectors to achieve monthly targets, sharing best practices and learning from others'' experiences.
- Managed inbound and outbound calls to borrowers regarding delinquent federal and private student loan accounts.
- Educated borrowers on repayment options, loan rehabilitation programs, deferments, and forbearance solutions in accordance with Department of Education guidelines.
- Negotiated payment arrangements and settlements while maintaining a compassionate, solution-focused approach.
- Consistently achieved monthly recovery goals, securing timely payments and reducing default rates.
- Maintained full compliance with FDCPA and other regulatory standards through accurate documentation and respectful communication.
- n Utilized skip tracing tools and data systems to locate borrowers and update account information as needed.
- Provided detailed account explanations to borrowers to help resolve disputes and ensure understanding of balances, interest, and terms.
- Worked collaboratively with supervisors and compliance teams to improve call quality and customer experience.
Client Services Member Representative
AAA Colorado
04.2016 - 01.2017
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Provided exceptional front-line support to AAA members by handling inquiries related to membership, roadside assistance, travel services, and insurance policies.
- Assisted members in person, over the phone, and via email—ensuring timely, accurate information with a calm and professional demeanor, even during high-stress situations.
- Processed new memberships, renewals, payments, and account updates, ensuring data accuracy and excellent customer experience.
- Coordinated emergency roadside service requests, dispatching appropriate assistance and keeping members informed throughout the process.
- Cross-trained in multiple departments to support travel bookings, DMV services, and insurance referrals.
- Resolved complaints and service concerns promptly, often turning difficult situations into positive member experiences.
- Promoted AAA benefits and upsold services when appropriate, contributing to membership growth and retention goals.
- Maintained detailed records and adhered to company policies, privacy guidelines, and service standards.
AppleCare Advisor
IBM
01.2014 - 03.2016
- Consistently exceeded performance metrics set forth by management within areas of efficiency, accuracy, and customer satisfaction ratings.
- Contributed to achieving team targets by consistently meeting individual goals and expectations.
- Utilized remote access tools proficiently during support sessions when needed to diagnose problems more effectively.
- Analyzed trends to document emerging issues.
- Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.
- Adhered strictly to company guidelines regarding data privacy protection when working with customer information.
- Supported sales initiatives by up-selling AppleCare+ coverage when appropriate during customer interactions.
- Managed call flow to respond to technical support needs of customers.
- Delivered exceptional technical and customer support for Apple products including iPhones, iPads, MacBooks, and Apple software, serving as a first point of contact for users worldwide.
- Diagnosed and resolved a wide range of hardware, software, and account-related issues through phone and chat, ensuring a high level of empathy, accuracy, and efficiency.
- Guided customers step-by-step through troubleshooting processes, device setup, iCloud support, Apple ID recovery, and warranty questions.
- Documented case details in Apple’s proprietary CRM tools while adhering to strict data privacy and security standards.
- Maintained high customer satisfaction ratings by de-escalating complex issues with patience, product knowledge, and a solutions-focused approach.
- Received ongoing training to stay up to date on new product launches, software updates, and policy changes.
- Collaborated with Tier 2 and Tier 3 support teams to ensure timely resolution of escalated cases.
- Consistently met or exceeded Apple’s performance metrics, including Average Handle Time, Customer Satisfaction (CSAT), and First Contact Resolution.
- Promoted from Customer Service Representative to Supervisor after demonstrating exceptional leadership skills and commitment to organizational success over two years of service at the company''s Call Center Operations Department.
- Optimized workflows within the call center by creating detailed documentation outlining common troubleshooting steps for various issues.
- Provided constructive feedback to agents based on regular evaluations, fostering a culture of continuous improvement within the call center environment.
- Improved overall customer satisfaction by providing constructive feedback to call center agents.
- Managed daily operations of the call center floor, ensuring all systems were functioning properly and technical issues were promptly addressed.
Education
Associate of Science - Healthcare Management
Penn Foster Career School
Scranton, PA01-2027
High School Diploma -
Fredrick Senir High-school
Frederick, CO05-2006
Skills
- Excellent work ethic
- Customer service
- Team player
- Attention to detail
- Excellent time management skills
- Customer relationships
- Friendly
- Cash handling
- Verbal/written communication
- Proficient in MS office
- Collections
- Account review
Languages
English
Native or Bilingual
Timeline
Branch Coordinator
Apria Healthcare
09.2020 - 04.2023
Enteral CQ Specialist
Apria Healthcare
09.2018 - 09.2020
Billing and Technical Support Specialist
ADT Security
04.2018 - 08.2018
Account Manager
Santander Consumer USA
03.2017 - 04.2018
Stuent Loan Collector
Professional Bureau of Collections of Maryland
01.2017 - 03.2018
Client Services Member Representative
AAA Colorado
04.2016 - 01.2017
AppleCare Advisor
IBM
01.2014 - 03.2016
Associate of Science - Healthcare Management
Penn Foster Career School
High School Diploma -
Fredrick Senir High-school
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