Summary
Overview
Work History
Education
Skills
Timeline
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Emma Lundquist

Minneapolis,MN

Summary

Professional in customer service, support and team leadership, prepared to bring experience and results-driven approach to new role. Known for fostering team collaboration and delivering consistent, reliable outcomes. Recognized for adaptability and proficiency in handling diverse client and team needs.

Overview

12
12
years of professional experience

Work History

Member Services Representative - Contractor

HealthPartners
03.2023 - 06.2024
  • Responded to customer requests for products, services, and company information via phone.
  • Managed high call volumes while maintaining a professional demeanor and ensuring timely issue resolution.
  • Utilized CRM tools proficiently for efficient case management, tracking progress, and documenting resolutions.
  • Maintained up-to-date knowledge of industry trends, ensuring the ability to provide relevant advice to customers as needed.
  • Coordinated with various departments to resolve complex client issues effectively and in a timely manner.
  • Balanced multiple priorities simultaneously, managing a diverse range of customer inquiries without compromising service quality.

Care Advocate - Contractor

AirCare Health
08.2022 - 03.2023
  • Provided empathetic support to individuals during challenging times, fostering trust and strong rapport.
  • Educated individuals about available resources, enabling informed decision-making regarding their care options.
  • Maintained detailed records of individual interactions, contributing to a well-organized case management system.
  • Conducted thorough assessments of individuals needs, creating customized care plans to address specific concerns effectively.
  • Provided crisis intervention support when necessary, helping stabilize situations and connect individuals with appropriate services quickly.
  • Followed document protocols to safeguard confidentiality of individual records.

Financial Aid Services

Freelancer
08.2016 - 08.2022
  • Assisted students and families with navigating the financial aid process, resulting in increased satisfaction and accessibility to resources.
  • Organized outreach events such as workshops or presentations on topics related to financing higher education, enhancing community awareness of available resources for funding postsecondary education pursuits.
  • Developed informational materials for prospective students regarding available financial assistance options to promote informed decision-making about college enrollment costs.
  • Maintained current knowledge of evolving federal guidelines affecting student loan programs, ensuring accurate information was provided to students and families at all times.
  • Reviewed initial financial aid applications for accuracy and compliance with reporting standards.
  • Examined financial statements and records to collect important details and verify calculations.

Financial Aid Specialist

Capella University
10.2014 - 08.2016
  • Coordinated interdepartmental initiatives aimed at increasing overall efficiency within the financial aid office.
  • Developed comprehensive training materials for new staff members to ensure a consistent understanding of policies, procedures, and regulations.
  • Authored presentations and documentation for distribution to current and prospective students.
  • Supervised employees and motivated to maintain customer service and performance standards.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.

Senior Financial Aid Representative

Capella University
04.2014 - 10.2014
  • Enhanced student satisfaction with financial aid services by providing timely, accurate, and comprehensive information on available options.
  • Optimized financial aid processes by proactively identifying and addressing inefficiencies, resulting in improved staff productivity and more timely assistance for students.
  • Coordinated the preparation and submission of all required federal and state reporting documents related to financial aid programs.
  • Assisted in the development of effective financial aid policies that balanced institutional goals with student needs.
  • Served as a liaison between financial aid office and other university departments, ensuring clear communication of relevant information impacting student accounts or financial aid eligibility.
  • Mentored junior financial aid staff members, providing guidance on best practices within the field and fostering an atmosphere of continuous learning and professional growth.

Behavioral Technician

HealthEast - St. Joseph's Hospital
03.2012 - 03.2014
  • Promoted a safe and nurturing environment for clients, ensuring their comfort and well-being throughout hospital stay.
  • Provided one-on-one support and guidance for patients in various settings, promoting generalization of learned skills.
  • Improved patient outcomes by implementing individualized behavior plans and interventions.
  • Conducted therapeutic group sessions about life events and experiences with patients, establishing both short- and long-term goals.
  • Mentored new Behavioral Technicians by providing feedback on their performance and sharing best practices from my own experiences.
  • Intervened with clients' challenging behaviors by reinforcing therapeutic alternatives and coping mechanisms.

Education

Bachelor of Arts - Psychology

Capella University
Minneapolis, MN
01-2026

Skills

  • Client rapport
  • Staff education and training
  • Reporting and documentation
  • Complaint resolution
  • Project Management
  • Talent Acquisition
  • Change Management
  • Regulatory Compliance

Timeline

Member Services Representative - Contractor

HealthPartners
03.2023 - 06.2024

Care Advocate - Contractor

AirCare Health
08.2022 - 03.2023

Financial Aid Services

Freelancer
08.2016 - 08.2022

Financial Aid Specialist

Capella University
10.2014 - 08.2016

Senior Financial Aid Representative

Capella University
04.2014 - 10.2014

Behavioral Technician

HealthEast - St. Joseph's Hospital
03.2012 - 03.2014

Bachelor of Arts - Psychology

Capella University

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Emma Lundquist