Amena E Salim
Haines City,FL
Summary
I am committed to using my excellent reputation for providing exceptional quality service to identify quality issues and coach others so they may achieve the highest level of customer care. I have a high adaptability, and capability to work well under pressure. I have a proven ability to manage multiple projects while meeting challenging deadlines. I can work independently and use in-house resources effectively. I am extremely enthusiastic, reliable and driven with strong time management, prioritization abilities and high attention to detail. I am motivated to learn, grow and excel with a goal of transitioning into a quality assurance role.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Provider Associate2
Evolent
01.2023 - Current
- Consistently meets or exceeds metric goals including adherence, quality monitors and call handle times
- Assists with training new Provider Service Associates on policies and procedures as a SME
- Assists the company with working multiple environments to assist on projects as needed
- Answers inbound calls for incoming new or existing authorizations requests
- Work back office to clear notifications, resend written notifications and complete facility verification on existing cases
- Efficiently and successfully navigates multiple systems
- Adheres to HIPPA compliance requirements
- Resolves customer complaints or concerns with first call resolution
- Processes new authorizations, withdrawals and other case status changes as needed
- Communicates with patients, HP and Providers
- Taking multiple back to back calls utilizing various applications on multiple screens and properly documenting all requests
Provider Associate1
Magellan Health
09.2021 - 01.2023
- Answer high volume of incoming calls for new and existing authorizations
- Responsibilities included documenting in the appropriate systems and ensuring high quality and accurate information is provided to callers
- Research and communicate information regarding member eligibility, provider status and authorization inquiries to callers while maintaining confidentiality
- Made problem resolution and triage decisions not requiring clinical judgement
- Process fax attachments in between calls
- Submit prior authorization requests, recognizes and develops relationships with provider groups through repeat calls, and recognizes provider sensitivities for different health plans
- Resolves customer complaints or concerns as the first line of contact
- Processes withdrawals and other case status changes as needed
In Room Dining Cashier
Hilton
02.2020 - 03.2021
- Promptly and professionally answer room service calls
- Documents orders and enters order into point-of-sale system in a timely manner
- Responsible for the coordination of delivery of amenities after receipt of order
- Upsells menu items to enhance profitability
- Keep track of amenity preorders and web orders throughout the day and to ensure deliveries are on time and logged on the master list
- Stays on top of key deadlines
- Ensure fair distribution of orders in a manner that ensures the highest level of guest satisfaction
- Closes checks for in-room dining, amenities and harvest dining outlet in compliance with accounting guidelines
- Contacts guest after orders to ensure complete guest satisfaction
- Responds to guest complaints in a positive manner, negotiates a compromise and implements solution
Bartender, Hostess
Charley's Steakhouse
08.2016 - 01.2020
- Answering high call volumes
- Required to meet monthly sales
- Performed suggestive selling
- Processed cash and credit card payments rapidly and accurately
- Greeted guests enthusiastically in a timely and professional manner
- Remained calm under high pressure situations
- Modeled exceptional customer service skills and appropriate sales techniques
- Forming professional relationship with guests
- Prepared alcoholic and non-alcoholic beverages for bar and restaurant guests
- Coming up with unique and creative craft cocktails
- Extensive knowledge of wine, cocktails and beer
- Completed Safe Serve certification
- Taking inventory
Lash stylist, Esthetician
Yessi Lash Studio
05.2018 - 06.2019
- Welcomed clients as they arrived for appointments
- Performed consultations with clients
- Professionally applied individual lash extensions
- Performed lash lifts/tints
- Advised clients on home care regimen
- Cleaned and stocked treatment rooms with proper supplies
- Customized lash extension looks per client
- Handled busy schedules and stayed on top of key deadlines
- Educated clients on aftercare
- Recommended and retailed products
- Answer any questions or concerns of clients then and potential
Education
Paramedical Skincare Program
Florida College of Natural Health
Kissimmee, FL01.2017
High School Diploma -
Liberty High School
Kissimmee, FL01.2008
Skills
- Strong interpersonal communication skills
- Quality Customer Service
- Data Entry
- Product Knowledge
- Active listening
- Project Management
- Coaching and training
- Attention to detail
- Empathy
- Strong ability to multitask
- Conflict Resolution
- Adaptability
- Time Management
- Analytical
- Phone Etiquette
Certification
Estheticians License
Timeline
Provider Associate2
Evolent
01.2023 - Current
Provider Associate1
Magellan Health
09.2021 - 01.2023
In Room Dining Cashier
Hilton
02.2020 - 03.2021
Lash stylist, Esthetician
Yessi Lash Studio
05.2018 - 06.2019
Bartender, Hostess
Charley's Steakhouse
08.2016 - 01.2020
Paramedical Skincare Program
Florida College of Natural Health
High School Diploma -
Liberty High School
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