Team Lead resume example with 9+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

To secure a challenging position in a reputable organization to expand learning, knowledge, and skills. Results-driven team lead accustomed to overseeing operations with strong attention to detail. History of meeting demanding group objectives through employee training, motivation and performance management.

  • Communication
  • Leadership
  • Accounts Receivable
  • Problem Solving
  • Staff Training
  • EPIC
  • Oracle
Work History
Team Lead, 12/2020 - Current
Cargill, Inc. Manteca, CA,
  • Guide and coach customer care representatives to provide highest degree of friendly, helpful, enthusiastic, and professional customer care
  • Monitors daily call center performance, employee issues, and scheduling requirements
  • Trains, monitors, coaches, and develops customer care personnel on customer contact skills
  • Track, analyze, and provide current information on CSR individual scorecard or key performance indicators (KPIs)
  • Applies comprehensive knowledge of company policies and procedures to support Customer Care.
  • Handle customer appeals and investigates all manner of customer inquiries and issues.
  • Opens and closes call center and alternates as call center Manager during selected shifts.
  • Use Oracle Cloud to keep records of customer interactions, customer accounts and file documents.
  • Apply strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handle customer complaints, resolve issues and adjust policies to meet changing needs.
  • Maintain compliance with company policies, objectives and communication goals.
  • Interview, hire and train new employees for customer service positions.
  • Introduced team contests and goals to enhance productivity and improve employee morale.
  • Analyzed equipment breakdowns using various troubleshooting methods.
Registration Quality Specialist, 08/2018 - 09/2021
Common Spirit Navasota, TX,
  • Reviewed and monitored registration quality in medical systems (EPIC and GE IDX) to ensure accuracy for reimbursement, clinical care, and to make sure registration quality standards are met
  • Collaborated with hospital partners in resolving complex patient account scenarios, including duplicate accounts, interface edits, and potential overlays
  • Analyzed daily reports to ensure correct identifiers are linked to correct patient in all systems using quality monitoring data management system to compile and track performance at individual level
  • Prepared and analyzed comprehensive detailed quality reports via EPIC for management and staff review
  • Used EPIC tools to gather data and analyze trends or patterns affecting quality of patients' registration
  • Monitored Service Pro ticket queue to resolve tickets and escalations
  • Provided structured and timely recommendations; verbal and/or written feedback to front desk associates and appointment schedulers
  • Took photos of events and posted them to various social media platforms
  • Assisted in generating online and printed communications
  • Posted stories and repurpose data for social media and other communication tools.
Patient Account Rep III, 03/2013 - 08/2018
Total System Services, Inc. Tempe, AZ,
  • Worked ATB reports daily to reduce balance for Account Receivable to less than 3%
  • Managed AR arrearage's through applied specialized collection techniques
  • Worked with third-party insurance and payer contracting department to acquire maximum level of cash to reduce receivables, following up with insurers to recover inaccurate payments for claims
  • Performed appeals process when appropriate by generating and submitting appeal letters to proper insurances to ensure payment for denied claims
  • Managed incoming phone calls handling patient concerns with professionalism and excellent customer service skills
  • Monitored service pro queue to resolve tickets and escalations made by UMMC practices
  • Reduced patient billing concerns assisting with charity applications and payment arrangements for non-U. S Citizen patients
  • Entered patient charges every month with 1-million-dollar goal by end of book closed each month
  • Accurately posted payments, electronic funds transfers from third-party carriers, and patient payments to accounts
  • Processed and reconciled payments (manual and electronic)
  • Balanced nightly deposits
  • Assisted supervisors with new staff training.
Customer Service Rep, 09/2013 - 03/2018
Johns Hopkins HealthCare LLC City, STATE,
  • Guided members through their healthcare questions via customer calls, mail, and e-mails.
  • Equipped members and health care practitioners with details regarding members’ health insurance coverage.
  • Developed and maintained positive customer relations coordinating various functions within JHH to ensure customer requests and questions are handled appropriately and promptly.
  • Resolved customers' complaints answering questions and issues based on phone calls/letters from members, providers, and plan sponsors.
  • Thoroughly documents inquiry outcomes for accurate tracking and analysis.
  • Contacted customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments
  • Educated providers and members on self-service options
  • Assisted providers with credentialing and re-credentialing issues
  • Used computerized systems for tracking, information gathering, and troubleshooting.
Bachelor of Science: Business Administration, Expected in 12/2019
University of Baltimore - Baltimore, MD

Member, University of Baltimore Marketing Association

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Resume Overview

School Attended

  • University of Baltimore

Job Titles Held:

  • Team Lead
  • Registration Quality Specialist
  • Patient Account Rep III
  • Customer Service Rep


  • Bachelor of Science

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