Micaela VanDeuren
Seymour,WI
Summary
Personable customer service representative with extensive experience in the industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer or consumer service environments. Excels in listening, empathizing, and maintaining patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
5
5
years of professional experience
Work History
Consumer Affairs Specialist
TreeHouse Foods Inc.
Green Bay, Wisconsin
11.2023 - Current
- Researched and responded to consumer inquiries, complaints, and requests for information.
- Analyzed consumer data to determine areas of improvement in product design or service delivery.
- Provided technical assistance to customers regarding use of products and services.
- Collaborated with other departments on initiatives designed to improve customer experience.
- Assisted in developing policies and procedures related to consumer affairs activities.
- Created educational materials for consumers about company products and services.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Updated databases with new and modified customer data.
- Compiled reports summarizing customer feedback related to product performance or service quality.
- Facilitated communication between customers, management, and other stakeholders regarding consumer issues.
Wellness Coordinator
Denmark Senior Living
Denmark, WI
12.2020 - 10.2023
- Developed and implemented wellness programs to enhance employee health and well-being.
- Conducted assessments of existing wellness services to identify areas for improvement.
- Created reports on program effectiveness and provided feedback on ways to improve outcomes.
- Collaborated with healthcare providers to arrange screenings for blood pressure, cholesterol levels.
- Assisted with the development of a corporate wellness policy based on company needs.
- Maintained records of all participants in the organization's wellness programs.
- Developed and implemented individualized care plans for residents, ensuring that their personal needs were met.
- Provided leadership to the staff, creating a positive work environment and promoting team building activities.
- Conducted regular meetings with department heads to review policies and procedures.
- Ensured compliance with state regulations concerning safety, health, fire prevention and sanitation standards.
- Supervised the admission process of new residents, including assessments, paperwork and orientation.
- Monitored daily operations of the assisted living facility to ensure quality standards are maintained.
- Managed budgeting processes for all departments within the facility while maintaining cost effectiveness.
- Organized social activities such as games, exercise classes, movie nights, field trips and more.
- Collaborated with external organizations such as hospices, home health agencies and other healthcare providers in order to provide comprehensive services to residents.
- Created a system to track medication administration records for residents in accordance with state requirements.
- Coordinated transportation services for residents when needed.
- Responded promptly to emergency situations in accordance with established protocols.
- Maintained detailed records of resident information such as medical history, medications administered and any changes in condition.
- Developed effective communication channels between staff members so that tasks can be completed efficiently.
- Trained new employees on policies and procedures related to their job duties.
- Communicated with patients with compassion while keeping medical information private.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Recruited, hired and trained new medical and facility staff.
- Established solid relations with leadership and staff by attending board meetings and coordinating interdepartmental information exchanges.
- Assessed need for additional staff, equipment and services based on historical data and seasonal trends.
Customer Service Representative 4
Humana
Green Bay, WI
08.2019 - 10.2020
- Answered incoming calls from Medicare beneficiaries, providing them with information regarding their benefits.
- Assisted customers in navigating the Medicare website, helping them to find the resources they needed.
- Provided guidance and support to customers regarding billing issues and payment plans.
- Resolved customer complaints and concerns in a timely manner.
- Followed up with customers via telephone or email to ensure that their needs were met.
- Maintained accurate records of customer interactions and transactions.
- Responded promptly to customer inquiries about coverage options, claims status, and other related topics.
- Collaborated with various departments within the organization to resolve customer issues quickly and efficiently.
- Provided technical assistance when necessary by troubleshooting any problems with online accounts or applications.
- Participated in team meetings to discuss best practices for responding to customer inquiries.
- Monitored changes in regulations affecting Medicare services provided.
- Created documents such as letters, emails, or forms as needed for customer service purposes.
- Cooperated with Medicare, Medicaid and private insurance providers to establish relationships and resolve billing issues.
- Responded to member questions regarding plan benefits and provisions.
- Provided beneficiaries with information about plan benefits and eligibility determinations.
- Updated databases with new and modified customer data.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Contacted customers about potential service upgrades, new services and account changes.
- Advised customers on available coverage options that best fit their individual needs.
- Answered incoming customer calls, providing excellent customer service and resolving inquiries.
Education
High School Diploma -
De Pere High School
De Pere, WI06-2016
Some College (No Degree) - Associate of Science in Nursing
Rasmussen University
Green BaySome College (No Degree) - General Studies
Northeast Wisconsin Technical College
Green Bay, WISkills
- Complaint Handling
- Social Media Monitoring
- De-Escalation Techniques
- Call Documentation
- Customer Service
- Account Management
- Time management abilities
- Work Prioritization
- Customer Education
- Teamwork and Collaboration
- Reliability
Accomplishments
- Received many "kudos" and positive acknowledgement from consumers and clients for outstanding customer support.
References
References available upon request.
Timeline
Consumer Affairs Specialist
TreeHouse Foods Inc.
11.2023 - Current
Wellness Coordinator
Denmark Senior Living
12.2020 - 10.2023
Customer Service Representative 4
Humana
08.2019 - 10.2020
High School Diploma -
De Pere High School
Some College (No Degree) - Associate of Science in Nursing
Rasmussen University
Some College (No Degree) - General Studies
Northeast Wisconsin Technical College
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