Customer Service Grand Rapids

Charlye Meuser

616-***-**** ● Grand Rapids, MI ● *************@*****.*** ● LinkedIn: charlyemeuser PROFESSIONAL EXPERIENCE

Front Office Receptionist / Administrative Assistant Feb. 2020 - Mar. 2022 Breton Gardens Family Dentistry I Grand Rapids, MI

● Delivered exceptional customer service to patients and visitors via phone calls, emails, and virtual platforms, resulting in a 95% satisfaction rate as measured by Google reviews and annual patient feedback surveys.

● Streamlined patient registration and appointment scheduling processes through implementation of a new electronic medical records system, Dentrix, reducing patient wait times and increasing office efficiency.

● Maintained accurate patient records and insurance information using secure cloud-based software, ensuring compliance with HIPAA regulations through regular bi-annual audits and quality control.

● Acted as liaison between patients, dental providers, and insurance providers, managing virtual communications and resolving conflicts to ensure positive outcomes and timely payment processing.

● Handled all virtual communications with tact, diplomacy, and sensitivity to patient needs and concerns, creating a welcoming and professional office environment.

Customer Service Representative / Banking Call Center Sep. 2019 - Dec. 2019 Northpointe Bank Grand Rapids, MI

● Resolved complex mortgage servicing issues for customers, reducing the number of escalated cases through effective problem-solving and communication skills.

● Coordinated with various departments including loan servicing, escrow, and underwriting to ensure accurate and timely resolution of customer issues.

● Conducted regular customer outreach initiatives, including surveys and follow-up calls, to proactively address potential issues and identify opportunities for improvement in the mortgage servicing process.

● Assisted customers with online mortgage servicing tools and portals, increasing self-service utilization and improving overall customer satisfaction.

● Successfully achieved daily customer service targets, including call volume, customer satisfaction, and resolution time, by prioritizing and managing workload effectively in a remote work environment. Foster Care Licensing Worker/ Trainer Dec. 2017 - Feb. 2019 Wellspring Lutheran Services Grand Rapids, MI

● Successfully managed a high-volume caseload of foster care licensing applications and renewals of 17-25 foster families at a time, compliance with state and federal regulations and achieving 100% approval rate for renewal reports upon initial submission.

● Coordinated with foster care providers and community partners to identify potential foster parents and facilitate foster care placements, resulting in successful placement of over 50 children in loving and supportive foster homes.

● Managed virtual case reviews and team meetings, collaborating with foster care providers, social workers, and other stakeholders to develop and implement effective case plans for children in foster care. EDUCATION

Bachelor of Science in Psychology, Family Studies, and Social Work Central Michigan University SKILLS

Google Suite (Drive, Sheets), Microsoft Suite (Excel, Work) Sharepoint OneDrive Canva Adobe Photoshop HTML Copywriting Social Media Strategy

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