Amalia Romberg
Customer Service
Scottsdale,AZ
Summary
Dynamic customer service professional with extensive experience at Samaritan Health Services, adept at problem-solving and active listening. Proven track record in enhancing customer satisfaction and loyalty through effective complaint handling and collaboration. Skilled in data entry and maintaining professionalism under pressure, consistently achieving high performance metrics.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Samaritan Health Services
09.2024 - 01.2026
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Medical Billing and Collections Specialist
Outsourcing Network LLC
03.2023 - 09.2024
- Facilitated effective communication between healthcare providers, patients, and insurance companies to resolve billing disputes promptly.
- Collaborated with team members to identify trends in unpaid claims and develop strategies for resolution.
- Conducted regular audits of billed services to identify errors or discrepancies before submission, minimizing rejected claims due to inaccuracies.
- Continually updated personal knowledge base regarding industry best practices, changes in coding guidelines, and advancements in medical billing technology to maximize revenue potential while maintaining strict adherence to ethical standards.
- Promoted a positive work environment by consistently demonstrating professionalism, mutual respect, and cooperation with fellow team members.
- Enhanced revenue by streamlining medical billing processes and improving accuracy in claims submissions.
Senior Customer Service Associate
Cognizant
11.2022 - 02.2024
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Maintained detailed records of customer feedback, using data to guide improvements in processes and procedures.
- Greeted customers and listened closely to problems described to determine solutions.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Reduced call wait times by optimizing workflows and resource allocation within the customer service department.
Call Center Representative
Miles Davis and McGuire Gardner Law Group
06.2021 - 08.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Identified upselling opportunities to increase revenue generation.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
COVID-19 Contact Tracer
AZ Healthcare Services
03.2021 - 08.2021
- Optimized communication skills while addressing language barriers and diverse backgrounds during contact tracing interactions.
- Assisted in minimizing virus spread through consistent monitoring of affected individuals'' symptoms and compliance with guidelines.
- Demonstrated empathy and professionalism during sensitive conversations, ensuring confidentiality of personal information.
- Reduced COVID-19 transmission by effectively identifying and contacting exposed individuals.
- Notified and interviewed individuals to ascertain novel coronavirus exposure level.
- Clarified misconceptions about the virus, sharing accurate information during contact tracing calls.
Medicare Customer Service Representative
Maximus Federal Services
05.2020 - 03.2021
- Improved call center performance by consistently maintaining a high level of professionalism and productivity.
- Ensured compliance with all applicable laws and regulations, staying up to date with changes in policy and reporting requirements.
- Trained new hires on company protocols, software usage, and effective communication techniques to ensure their success in the role.
- Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
- Established trust among customers by demonstrating empathy during challenging situations, providing reassurance, and offering expert guidance on available resources.
- Maintained strong working knowledge of Medicare regulations, ensuring accurate information dissemination to clients.
- Upheld strict confidentiality standards while managing sensitive beneficiary information during interactions and data entry tasks.
Education
High School Diploma -
SunnySlope High School
Phoenix, AZ Skills
- Customer service
- Problem-solving
- Active listening
- Adaptability and flexibility
- Data entry
- Computer proficiency
- Team collaboration
- Customer relations
- Problem resolution
- Critical thinking
- Complaint handling
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Samaritan Health Services
09.2024 - 01.2026
Medical Billing and Collections Specialist
Outsourcing Network LLC
03.2023 - 09.2024
Senior Customer Service Associate
Cognizant
11.2022 - 02.2024
Call Center Representative
Miles Davis and McGuire Gardner Law Group
06.2021 - 08.2021
COVID-19 Contact Tracer
AZ Healthcare Services
03.2021 - 08.2021
Medicare Customer Service Representative
Maximus Federal Services
05.2020 - 03.2021
High School Diploma -
SunnySlope High School