Customer Service Team Lead
Resume:
Kristina Rutherford
Clinton, IA *****
*********************@*****.***
Professional Summary
Dedicated Team Lead with over 8 years of experience in medical billing and customer service. Proven track record of enhancing team performance and improving patient satisfaction through effective training and support. Adept at resolving complex issues and streamlining processes to optimize operational efficiency.
Passionate about leveraging expertise to contribute to organizational success and improve patient experiences.
Work Experience
Team Lead, Medical Billing
R1RCM-Coralville, IA
May 2016 to Present
- Spearheaded a team of 15 agents, achieving a 9% increase in first-call resolution rates through effective coaching and support.
- Implemented training programs that reduced onboarding times and improved team performance metrics.
- Successfully handled escalated calls, resolving patient inquiries on the first contact, contributing to a significant reduction in follow-up calls.
- Developed and maintained a comprehensive FAQ guide, improving team efficiency and reducing average handling time across the team.
- Collaborated with cross-functional teams to streamline billing processes, resulting in a decrease in billing discrepancies over one year.
Supervisor Default Resolution
GDIT/Maximus-Coralville, IA
October 2011 to March 2016
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
• Monitored workflow to improve employee time management and increase productivity.
• Evaluated employee performance and coached and trained to improve weak areas.
• Achieved results by working with staff to meet established targets.
• Maintained compliance with company policies, objectives, and communication goals. Customer Service Representative/Acting Team Lead
General Dynamics-Coralville, IA
June 2009 to September 2011
• Built positive rapport and relationships for high levels of customer satisfaction.
• Resolved escalated customer service inquiries and complaints to maintain satisfaction.
• Coached and mentored service representatives to deliver polite, professional customer interactions.
• Supervised large teams with guidance, support and direction for high-quality customer care.
• Evaluated staff performance and provided feedback to improve customer service delivery. Education
Masters in Business Administration and Leadership
Capella University - Minneapolis, MN
January 2025 to January 2025
Associates in Science Psychology
Ashworth University - Norcross, GA
August 2009 to May 2011
Skills
• Effective Communication
• Customer Relationship Management
• Process Improvement & Efficiency
• Conflict Resolution & Escalation Handling
• Training & Onboarding Programs
• - Team Leadership & Development
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