FRED MALONE

• Authorization/Customer Support, handling high-volume inbound and Inbound calls in fast-paced call center environments, conducting research, populating databases, and performing audits to ensure data accuracy.
• Handled and efficiently cleared more than 8 calls each hour.
• Cultivated strong relationships with external stakeholders, such as insurance representatives, to facilitate seamless processing of authorization requests.
• Evaluated medical documentation for accuracy and completeness before initiating authorization process, reducing delays caused by missing or incorrect information.
• Maintained up-to-date knowledge of product and service changes.
• Achieved consistent adherence to established timelines for processing authorizations, contributing to overall department performance metrics.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
• Evaluated medical documentation for accuracy and completeness before initiating authorization process, reducing delays caused by missing or incorrect information.
• Expedited urgent medical authorizations, coordinating with various departments to ensure prompt approval and delivery of services.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Conducted approximately 150 interviews per month with medical scholarship recipients to collect data on program impact. Maintained a 98% response rate.
Located and scheduled over 2,500 respondent interviews over a 3 year period to meet data collection goals. Achieved the highest respondent location rate on the team.
Demonstrated exceptional reliability by completing 100% of assigned interviews with a 99% accuracy rate.
Traveling to complete in-person interviews, averaging 200 miles per week across the Midwest region.
Utilized strong communication and interpersonal skills to achieve 125% of the target interview rate. Developed a reputation as one of the top performers on the data collection team.

• Maintained accurate records of interview outcomes, ensuring timely follow-up and feedback to candidates.

• Engaged B2C tech customers via company platform for support & account management
• Leveraged communication skills for customized recommendations
• Exceeded goals in a high-volume, self-motivated, ticket-based role through process optimization & cross-collaboration.
• Followed through on all critical inter-departmental escalations to increase customer retention rates.
• Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
• Maintained accurate records of all client interactions through diligent use of CRM systems, allowing for targeted follow-ups and efficient customer history referencing.