Lynn Rhode
Allentown,PA
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
26
26
years of professional experience
Work History
Patient Access Representative, ED-Per Diem
St Luke's University Health Network
Bethlehem, PA
10.2021 - Current
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Determined patient financial needs and referred eligible patients to proper county, state or federal agencies to obtain financial assistance.
Customer Service Manager
Dun & Bradstreet
Center Valley, PA
03.2017 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Monitored customer service operations to assess agent performance and provide feedback.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Consistently managed 25-person staff, effectively resolving issues, which resulted in average monthly CSAT of 92%+
Sales Operations Manager
Dun & Bradstreet
Center Valley, PA
03.2014 - 03.2017
- Managed sales and operational teams to carry out sales initiatives and reach objectives.
- Built relationships with customers to establish long-term business growth.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Managed accounts to retain existing relationships and grow share of business.
- Monitored sales team performance, analyzed sales data and reported information to managers.
- Communicated progress of monthly and quarterly initiatives to internal and external sales teams.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Set weekly/monthly goals for inside sales representatives.
Concierge Account Manager
Dun & Bradstreet Credibility
Bethlehem, PA
03.2012 - 03.2014
- Addressed problems with customer credit reports to enhance, create accuracy and to maintain customer satisfaction.
- Successfully renewed customer contracts as well as secured new business
- Oversaw new business development and customer servicing.
- Liaised between account holders and various departments.
- Successfully managed over 50 customer accounts and maintained customer relationship to ensure customer goals are achieved and maintained
- Provided coaching and advice to Concierge Customers regarding (but not limited to) building credit policy, reading/interpreting business credit report, becoming government contractor, and separating business and personal credit.
- Developed insights into the challenges faced by the customer organization and provide recommendations based on an in-depth understanding of the D&B Business Credit Report.
- Successfully created tools and processes for Concierge team including Financial Calculator, Journey Doc form, Renewal document, Slow Pay Tracker, and Access database to collect additional data for marketing purposes and queries.
Project Director, Enterprise Risk & Compliance
Dun & Bradstreet
Center Valley, PA
03.2004 - 03.2012
- Played a key role in the successful Development and Implementation of two new product lines at D&B; Security to Entity Crosswalk and Enterprise Risk Solution. Helped to identify sources and process as well as collaborated with Partner Companies and External Vendor teams to train, ensure quality of data and processes; and provide feedback on quality of data.
- Engaged with customers to resolve issues and analyze data around this project, to provide processes to fit customer needs and expectations.
- Successfully generated and implemented 21 new customers (including B of A, Wells Fargo, Merrill Lynch, Master Card, Jefferies, AIG, Prudential), with 80% retention rate.
- Grew ER&C revenue from zero to over $10M (Million) from 2004 to 2012. This growth included growing customer Wells Fargo from $1M to $1.9M over the last year.
- Grew our database from zero to 670,000 records
- Managed key information on over 600,000 businesses at accuracy rate of 98% (exceeding goal of 95%).
- Managed customer relationship throughout Implementation, Production Support and Health Check process steps.
- Functioned as primary contact for customer team and ensure clear communication between all parties - internal and external to resolve customer issues and build strong working relationship
Senior Customer Service Advisor
Dun & Bradstreet
Bethlehem, PA
03.1997 - 03.2004
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Answered inbound customer calls to answer questions
- Expertise was in handling customer escalations and complaints to help resolve issues
Education
No Degree - Business Administration
Lehigh Carbon Community College
Schnecksville, PAHigh School Diploma -
William Allen High School
Allentown, PA05.1991
Skills
- Salesforce
- Full Microsoft Office Suite
- FIVE9 Phone System
- PowerBI
- Qualtrics
- Verint
- EPIC System
- Team Leadership
- Data Analysis
- Issue Resolution
- Process Improvement Initiatives
- Performance Tracking and Evaluations
- Employee Coaching and Motivation
- Customer Service
- Team Leadership
- Process Improvement Strategies
- Business Forecasting
- Corrective Actions
Accomplishments
You Rock Award: “You created solid project plans for ER Repository duplicate elimination, sub-fund cleanup and DUNS Build. Your planning is the key to enabling team success and with time will have a huge impact for the customer!”
Drives the future of the business: “Lynn does an excellent job of partnering with internal team to represent the customer's needs back to the product team with the goal towards driving the future of the business.”
Demonstrates a passion to win: “Lynn has always been very enthusiastic and passionate in her interactions with the team and with the customers.”
Establishes superior relationships: “Lynn has consistently met the needs of the internal and external teams and our external customers find her assistance invaluable.”
Timeline
Patient Access Representative, ED-Per Diem
St Luke's University Health Network
10.2021 - Current
Customer Service Manager
Dun & Bradstreet
03.2017 - Current
Sales Operations Manager
Dun & Bradstreet
03.2014 - 03.2017
Concierge Account Manager
Dun & Bradstreet Credibility
03.2012 - 03.2014
Project Director, Enterprise Risk & Compliance
Dun & Bradstreet
03.2004 - 03.2012
Senior Customer Service Advisor
Dun & Bradstreet
03.1997 - 03.2004
No Degree - Business Administration
Lehigh Carbon Community College
High School Diploma -
William Allen High School
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