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HTN Lead Resume Example

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HTN LEAD
Summary

Motivating Team Lead with experience in leadership roles. Skilled at designing and following production schedules with proven history of maximizing productivity. Dedicated to safety, efficiency and proactive organization. Results-driven, identifies and recommends improvements to organization software, hardware and business systems. Experience in business requirements and implement platforms and processes to address needs. Educated in traditional and progressive training techniques to handle highly stressful situations with poise. Offering excellent problem-solving, communication, forward thinking and multitasking abilities and detail-oriented.

Skills
  • Production monitoring
  • Workplace safety
  • Equipment maintenance
  • Quality control
  • Diagnostic abilities
  • Resource allocation
  • Process monitoring
  • Technical skills
  • Quality assurance
  • Relationship development
  • Project organization
  • Administrative support
  • Organization
  • Insurance billing
  • Planning and coordination
  • Communications
  • Process improvement
  • Supervision
  • Business operations
  • Team management
  • Team building
  • Customer service
Experience
Company Name | City, StateHTN Lead05/2016 - Current
  • Coordinated with internal departments to maximize operational efficiency across production and administrative areas.
  • Documented daily production levels, materials used and special incidents to keep management informed of all activities.
  • Kept work flowing smoothly in and out of our therapy department by working closely with case managers, claim adjusters, patients and other personnel to coordinate movements.
  • Promoted to leadership position in recognition of strong work ethic and demonstrated ability to provide exceptional customer service.
  • Identified areas of applications for regression testing following software updates, system changes or functionality changes to avoid unnecessary downtime and recoding.
  • Supervised team of 24 employees maintaining safety and cultivating productive atmosphere.
  • Directed and led employees, supervising activities to drive productivity and efficiency.
  • Optimized staffing levels with strategic scheduling and task delegation.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Monitored employee performance and conducted retraining to correct problems and optimize productivity.
  • Developed open and professional relationships with team members, enabling more effective issue resolution.
  • Trained new employees on therapy and transportation positions to support team efficiency.
  • Evaluated employee performance, identified areas of improvement and communicated plans to employees.
  • Organized and prioritized incoming work orders, optimizing team workflows and resources to handle dynamic demands.
Company Name | City, StateCustomer Service Representative08/2015 - 05/2016
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Answered inbound calls and directed to designated individuals or departments.
  • Set up and activated customer accounts.
  • Delivered high level of service and support to each customer, paving way for future business opportunities.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Documented conversations with customers to track requests, problems and solutions.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Recruited top talent to fill key positions and maximize productivity.
  • Created and offered additional materials to enhance training.
  • Elevated team member performance while cultivating customer relationships to drive sales.
Company Name | City, StateCustomer Service Representative11/2014 - 08/2015
  • Assessed customer needs and upsold products and services to maximize sales.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Answered inbound calls and directed to designated individuals or departments.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Set up and activated customer accounts.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Delivered high level of service and support to each customer, paving way for future business opportunities.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Reviewed account and service histories to identify trends and issues.
  • Worked with managers to develop service improvement initiatives.
Company Name | City, StateCustomer Service Representative10/2013 - 10/2014
  • Educated customers on special pricing opportunities and company offerings.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Documented conversations with customers to track requests, problems and solutions.
  • Worked with managers to develop service improvement initiatives.
  • Reviewed account and service histories to identify trends and issues.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Delivered high level of service and support to each customer, paving way for future business opportunities.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Set up and activated customer accounts.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
Education and Training
Iowa Lakes Community College | CitySome College (No Degree) in Associate Degree
Spencer High School | City, StateHigh School Diploma05/2009
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Resume Overview

School Attended

  • Iowa Lakes Community College
  • Spencer High School

Job Titles Held:

  • HTN Lead
  • Customer Service Representative

Degrees

  • Some College (No Degree) in Associate Degree
    High School Diploma

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