Louise Swart

In this role I am providing troubleshooting and assistance for operation and process queries to ensure the efficient running of the Amplifon network of clinics in NZ.

I am also providing an efficient high-quality courteous customer service experience to both internal and external clients as well as providing accurate and timely administration and support while also communicating and escalating of any issues impacting clinics to relevant departments

• Excellent customer service understanding and delivery, good judgement and decision-making ability, being a strong team member, reliable and acting with integrity, excellent communication skills and rapport building.
• Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Led efforts towards achieving organizational goals by fostering a culture of continuous learning and striving for excellence in all aspects of support coordination services.
• I am a Brand Ambassador and is a positive team member who is adaptable to the changing needs of the business.
• Improved client satisfaction by efficiently addressing and resolving support issues.

• I became a frontline trainer for Bay Audiology after 18 months as a Client Care Coordinator
• In this role I ensure that our CCC/CSR job performance skills are current and competent and ensure that they provide the best possible service to clients at Amplifon NZ
• I am also developing CCC/CSR competencies through coaching and training to the optimum level for excellent customer service in all clinics and keeping open lines of communication the sales team to ensure the needs of the business are met
• My role also includes increasing the performance of all Amplifon CCC/CSRs through coaching and structured training programs and in addition I ensure that I provide continual support, keeping continual lines of communication open and clear to manager in regard to perform and provide advice for future actions, delivering training and creating effective training plans and strategies to help learners achieve their set goals as well as supporting the overall business by creating and maintaining targeted programs that align with company goals.
• Promoted a culture of continuous learning within the organization by advocating for ongoing professional development opportunities.
• Collaborated with subject matter experts to create accurate and up-to-date content for training sessions.
• Ensured consistent messaging across all training materials by adhering to corporate branding guidelines.
• Increased employee satisfaction by introducing flexible learning options such as self-paced courses and remote workshops.
• Educated clients on proper use of products and systems.
• Enhanced trainee engagement through interactive workshops and hands-on activities.
• Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
• Utilized variety of instructional design methodologies to create effective learning experiences.
• Managed multiple projects simultaneously, maintaining strict deadlines and high-quality deliverables.
• Analyzed team performance and identified opportunities for additional training.
• Analyzed and evaluated training effectiveness and program outcomes.
• Monitored and reported trainee progress, introducing new learning tools to address individual needs.
• Wrote training manuals for Client Care Coordinator according to strict company guidelines and audiology protocols.
• Oversaw the administration of online learning platforms, ensuring seamless user experiences for trainees at all levels.
• Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
• Coached employees on best practices, providing constructive feedback to support their professional growth.
• Scheduled and taught in class and online courses to increase learning opportunities.
• Designed and delivered web-based, self-directed learning materials.
• Provided one-on-one mentoring to help individuals reach their full potential within the organization.
• Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
• Tracked attendance and evaluated progress for assigned trainees.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Worked flexible hours across night, weekend, and holiday shifts.
• Developed strong communication and organizational skills through working on group projects.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Skilled at working independently and collaboratively in a team environment.
• Adaptable and proficient in learning new concepts quickly and efficiently.

• I worked as a Client Care Coordinator for one of the biggest hearing care specialists in New Zealand which is part of a Global Hearing Care company, Amplifon
• In this role my responsibilities were to conduct hearing screening checks, otoscopies and triaging appointments, handling objections, customer service, sales, administration, fulfilling company's financial requirements and running reports
• My skills include working under pressure in a consistently high workload, handling objections and motivating action, excellent customer service understanding and delivery, strong administration experience and understanding, good judgement and decision making, demonstrating a high level of empathy and understanding with external and internal customers, excellent communication skills, open to ongoing change and promote self-development, high sense of initiative and self-motivated and a strong team member.
• Updated databases to handle customer data.
• Delivered prompt service to prioritize customer needs.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Cross-trained and backed up other Client Care Coordinators.
• Managed timely and effective replacement of damaged or missing products.
• Provided comprehensive support to clients throughout the service lifecycle, fostering long-term partnerships.
• Maintained detailed records of client interactions, enabling accurate tracking and reporting of performance metrics.
• Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
• Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
• Enhanced client satisfaction by promptly addressing concerns and providing personalized solutions.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Interacted with team members across departments to research and resolve customer issues.
• Promptly responded to inquiries and requests from prospective customers.
• Applied strategic thinking skills when evaluating potential solutions or alternatives during critical decision-making processes affecting the client experience.
• Provided information and referrals to community partners and other treatment providers.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Increased efficiency and team productivity by promoting operational best practices.
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
• Answered customer questions via telephone, email and in clinic conversations.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Advocated for clients'' best interests when liaising with different departments, ensuring their needs were always heard and considered during internal discussions.
• Responded proactively and positively to rapid change.

• In this role I worked for a multi specialist medical practice where I was the lead receptionist working alongside the practice manager
• In this role my responsibilities were triaging appointments and managing the diary, handling objections, administration, debt collection and patient file management, medical transcription as well as managing Radio-active Iodine bookings and patient management
• My skills include working under pressure in a busy medical practice, excellent communication skills and a high level of empathy, good judgement and decision-making ability, reliability and acting with integrity while being highly tolerant in all situations.
• Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
• Coordinated patient scheduling, check-in, check-out and payments for billing.
• Helped patients complete necessary medical forms and documentation.
• Notified manager of incidents and potential incidents relating to patients and staff for swift action.
• Processed medical insurance claims and payments.
• Checked patient insurance, demographic, and health history to keep information current.
• Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
• Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
• Assisted with medical coding and billing tasks.
• Answered telephone calls to offer office information, answer questions, and direct calls to staff.
• Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
• Managed office logistics by scheduling appointments, maintaining files and collecting payments.
• Registered and verified patient records before triage with most up-to-date information.
• Facilitated effective communication between patients, medical staff, and insurance companies to ensure seamless coordination of care.
• Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
• Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
• Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
• Ensured optimal use of clinic resources by tracking inventory levels and submitting supply orders when needed.
• Received and routed laboratory results to correct clinical staff members.
• Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
• Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
• Transcribed phone messages and relayed to appropriate personnel.
• Invoiced patients accurately in line with charging guidelines.
• Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
• Placed new supply orders, managed inventory and restocked clerical spaces.
• Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
• Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
• Improved front office organization by implementing new filing systems and maintaining cleanliness in waiting areas.