Summary
Overview
Work History
Education
Skills
Timeline
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Meli Newman

Gwynn Oak,MD

Summary

Reliable Administrative Assistant/Customer Service with experience managing front desk operations and offering general office support. Detail-oriented specialist with background coordinating scheduling and record-keeping. Efficient typing and transcription skills.

Overview

23
23
years of professional experience

Work History

Remote Customer Service Representative

Diligent Health Solutions
03.2022 - 12.2023
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity of 75 incoming calls daily.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Medical Administrative Assistant

Sinai Hospital Of Baltimore
12.2018 - 03.2020
  • Documented 35 patients medical information, case histories and insurance details to facilitate smooth appointments and payment processing daily.
  • Successfully scheduled patient appointments and placed reminder calls to deliver exceptional customer experience.
  • Developed and managed accurate and confidential patient records.
  • Maintained current and accurate medical records for patients.
  • Supported providers in outpatient medical office through coordinating all administrative operations.
  • Received, recorded and addressed incoming and outgoing communication via telephone and email.
  • Carried out front office duties utilizing data entry skills in framework of medical database.
  • Coordinated front office duties, including customer service, patient scheduling and billing.
  • Called patients to confirm scheduled appointments day in advance.
  • Provided educational documents and pamphlets to patients.

Lead Receptionist/Medical Records Assistant

Good Shepherd Services
06.2011 - 05.2018
  • Trained 4 receptionists on company policies, software systems, and best practices for exceptional client service delivery.
  • Effectively managed multiple phone lines including transferring calls appropriately or taking detailed messages when needed.
  • Provided exceptional customer service through effective communication skills via telephone, email correspondence or face-to-face interactions with clients.
  • Supported management with accurate data entry, report generation, and record-keeping tasks to ensure smooth daily operations.
  • Screened visitors and issued badges to maintain safety and security.
  • Collaborated with other departments to facilitate seamless communication and information flow across the organization of 250 employees.
  • Improved overall guest experience by proactively anticipating their needs during visits or addressing inquiries more rapidly.
  • Organized conference room bookings and prepared meeting materials, ensuring efficient use of resources and well-executed events.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Enhanced patient privacy and confidentiality with strict adherence to HIPAA regulations.
  • Audited files for completion and accuracy.
  • Responded promptly to authorized requests for access to medical records, upholding legal compliance and customer satisfaction standards.
  • Ensured consistent accuracy throughout the department by regularly cross-checking coworker entries and offering constructive feedback when needed.
  • Maintained an organized database of archived records, facilitating easy retrieval when needed.
  • Provided crucial support during audits by quickly retrieving requested documentation from the archive system.
  • Performed thorough quality checks on incoming records, ensuring proper filing and organization within the system.
  • Assisted medical staff in locating essential medical documents, expediting patient care.
  • Improved patient data accuracy by diligently reviewing and updating electronic medical records.

Customer Service Chat Representative

Converges
08.2009 - 05.2011
  • Remedied issues quickly and within parameters of company-mandated policies and procedures.
  • Asked open-ended questions to determine which products or services would be best fit for customer's needs.
  • Worked closely with each customer to carefully resolve issues within timely fashion.
  • Developed exemplary writing skills through continued correspondence with upwards of 60 customers per day.
  • Documented all customer information accurately in computer system, providing dated notes for future reference.
  • Cultivated relationships with new customers and maintained good partnerships with existing clients.
  • Effectively communicated with customers about account changes, new USPS products or services and potential Click-N-Ship upgrades.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
  • Delivered excellent customer service, resulting in consistent 99% customer satisfaction rating.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Answered average of 60+ calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Financial Services Representative

Provident Bank Of Maryland
08.2000 - 07.2009
  • Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
  • Educated and worked with clients on ROI terms to find accurate solutions.
  • Offered competitive commercial banking solutions and retail financing options.
  • Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
  • Resolved problems, improved operations and provided exceptional service.
  • Used coordination and planning skills to achieve results according to schedule.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Served customers in a friendly, efficient manner following outlined steps of service.
  • Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities resulting in over $250k.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Answered constant flow of customer calls with minimal wait times.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

High School Diploma -

Seton Keough High School
Baltimore, MD
05.1996

Skills

  • Spreadsheet management
  • Office administration
  • Process optimization
  • Meeting minutes
  • Records management
  • Relationship building
  • Multi-line phone proficiency
  • Scheduling
  • Patient Scheduling
  • Administrative support
  • Correspondence Handling
  • Customer and client relations

Timeline

Remote Customer Service Representative

Diligent Health Solutions
03.2022 - 12.2023

Medical Administrative Assistant

Sinai Hospital Of Baltimore
12.2018 - 03.2020

Lead Receptionist/Medical Records Assistant

Good Shepherd Services
06.2011 - 05.2018

Customer Service Chat Representative

Converges
08.2009 - 05.2011

Financial Services Representative

Provident Bank Of Maryland
08.2000 - 07.2009

High School Diploma -

Seton Keough High School

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Meli Newman