Team Lead resume example with 9+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
WWW:
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.
Skills
Communication
Leadership
Accounts Receivable
Problem Solving
Staff Training
EPIC
Oracle
Work History
Team Lead, 12/2020 - Current Cargill, Inc. â 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.
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. â 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 â City, STATE,
Guided members through their healthcare questions via customer calls, mail, and e-mails.
Equipped members and health care practitioners with details regarding membersâ 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.
Education
Bachelor of Science: Business Administration, Expected in 12/2019 - University of Baltimore - Baltimore, MD GPA:
Member, University of Baltimore Marketing Association
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