Kristina Rutherford
Clinton,IA
Summary
Organized team leader builds positive rapport, equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
16
16
years of professional experience
Work History
Team Lead, Medical Billing
MediRevv/R1RCM
05.2016 - Current
- Lead a team of up to 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.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Assisted in recruitment to build team of top performers.
- Collected, arranged, and input information into database system.
- Led team in achieving operational efficiency through process optimization and workflow management.
- Coordinated cross-functional collaboration to streamline project execution and resource allocation.
- Coached team members in techniques necessary to complete job tasks.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
Supervisor Default Resolution
General Dynamics
10.2011 - 03.2016
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled up to 30 customer complaints daily, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Achieved results by working with staff to meet established targets.
- Maintained compliance with company policies, objectives, and communication goals.
- Conducted performance evaluations for up to 25 employees annually identifying areas for improvement and establishing development plans.
- Led initiatives promoting a culture of continuous improvement, resulting in enhanced employee engagement and satisfaction.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
Customer Service Representative/Acting Team Lead
Maximus, inc/General Dynamics
06.2009 - 09.2011
- 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.
- Took up to 45 calls a day.
- Monitored employees calls for quality control.
- Answered any team questions to help them stay on task.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Education
Master of Science - Business Management And Leadership
Capella University
Minneapolis, Minnesota01.2025
Bachelor of Science - Business Administration And Management
Capella University
Minneapolis, MN05-2022
Associates in Science - Psychology
Ashworth University
Norcross, Georgia05.2011
Skills
- Communication Skills
- Customer Escalations
- Healthcare Customer Service
- Problem Solving Skills
- Conflict Resolution
- Team Building
- Performance Management
- Time Management
LANGUAGES
English - Intermediate
Timeline
Team Lead, Medical Billing
MediRevv/R1RCM
05.2016 - Current
Supervisor Default Resolution
General Dynamics
10.2011 - 03.2016
Customer Service Representative/Acting Team Lead
Maximus, inc/General Dynamics
06.2009 - 09.2011
Master of Science - Business Management And Leadership
Capella University
Bachelor of Science - Business Administration And Management
Capella University
Associates in Science - Psychology
Ashworth University
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