Kristina Stolowski
Racine
Summary
Dedicated Customer Service Team Lead providing skills to prioritize and multi-task in a fast-paced working environment. Successfully works as part of team to reach personal and business goals. Expansive track record of exceeding customer satisfaction and call volume with above 97% quality and accuracy. Established history managing large amounts of inbound calls and sustaining satisfactory relationships with customers.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Customer Service Team Lead
ABS
Racine, WI
10.2023 - Current
- Led customer service team to enhance client satisfaction and resolve complex inquiries efficiently.
- Trained new staff on best practices and company policies to ensure consistent service delivery.
- Developed performance metrics for team members to drive accountability and improve service quality.
- Implemented process improvements that streamlined operations and reduced response times for customer issues.
- Coordinated cross-departmental collaboration to address customer needs and enhance overall service experience.
Customer Service Representative
Ascension ABS
Racine, WI
01.2023 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Improved customer service wait times to mitigate complaints.
Medical Assistant
Ascension
Racine, WI
12.2015 - 01.2023
- Performed preliminary physical tests to accurately record results in patient history summary.
- Scheduled appointments for patients via phone and in person.
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
- Educated patients about medications, procedures and physician's instructions.
- Secured patient information and maintained patient confidence by completing and safeguarding medical records.
- Assisted with diagnostic testing by collecting and packaging biological specimens for internal and laboratory analysis.
- Responded to patient callbacks and phone-in prescription refill requests.
- Mentored and trained new employees.
Lead Phlebotomist
Ascension
Racine, WI
01.2013 - 12.2015
- Mentored and trained new employees
- Obtained blood samples for medical testing and transfusion through venipuncture or capillary puncture.
- Promoted blood specimen integrity for laboratory testing using accurate selection of collection tubes and correct technique.
- Managed time appropriately to ensure accuracy and efficiency
- Delivered quality patient care by completing accurate and timely collection and transport of clinical specimens according to established procedures.
- Labeled blood vials with critical information like time of collection, date and patient name.
Health Coach
Healics
Milwaukee, WI
07.2011 - 01.2013
- Improved general health of clients by sharing nutrition information and fitness tips.
- Gathered health data from clients using self-assessment tools.
- Reported on clients' health status by interpreting data.
- Conducted evaluations and diagnostic studies to assess quality and performance of health education programs.
Phlebotomist
Ascension
Racine, WI
07.2001 - 10.2011
- Maintained fully-stocked phlebotomy cart, carrier and station.
- Obtained blood samples for medical testing and transfusion through venipuncture or capillary puncture.
- Prepared and packaged specimens for courier transport.
- Promoted blood specimen integrity for laboratory testing using accurate selection of collection tubes and correct technique.
- Located veins suitable for puncture to draw blood using sterilized needles, vials and other equipment.
- Centrifuged blood specimens in test tubes and capillary tubes to separate cells and sediment from blood serum.
- Transported specimens following established protocol for temperature and light.
- Obtained variety of blood samples through venipuncture or capillary puncture using syringes, butterfly needles and straight needles.
- Labeled patient samples, double-checking information for accuracy.
Patient Accounting Representative
Ascension
Racine, WI
07.2000 - 07.2001
- Collaborated with relevant parties to resolve billing issues, insurance claims and patient payments.
- Resolved inquiries from patients, families and external payers.
- Applied organizational policies and complied with regulations for patient privacy.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Wrote appeal letters to insurance companies for denial of claims.
- Contacted insurance companies to check status of claim payments.
- Answered customer questions regarding account discrepancies or problems.
Education
No Degree -
Gateway Technical College
Kenosha, WISkills
- HIPAA Compliance
- Senior Leadership Support
- Advanced Anatomy Knowledge
- Multitasking and Prioritization
- Time Management
- Critical Thinking
- Updating Medical Records
- Upbeat and Positive Personality
- Issue and Complaint Resolution
- Creative Problem Solving
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Call Documentation
- Responding to Difficult Customers
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Call volume nearly tripled in less than 6 months.
- Quality scores averaging over 99%
Certification
- Certified Medical Assistant (CMA)
- Phlebotomy Technician (PT)
- Basic Life Support (BLS)
- Nationally Certified with ASCP
Timeline
Customer Service Team Lead
ABS
10.2023 - Current
Customer Service Representative
Ascension ABS
01.2023 - Current
Medical Assistant
Ascension
12.2015 - 01.2023
Lead Phlebotomist
Ascension
01.2013 - 12.2015
Health Coach
Healics
07.2011 - 01.2013
Phlebotomist
Ascension
07.2001 - 10.2011
Patient Accounting Representative
Ascension
07.2000 - 07.2001
No Degree -
Gateway Technical College