Ammen Suleiman
Cleveland,OH
Summary
Dynamic professional with extensive experience at Sherwin Williams, excelling in complex problem solving and client management. Proven track record in cross-team collaboration and prioritization strategies, driving operational excellence and enhancing customer satisfaction. Adept at navigating high-stakes environments, ensuring compliance while achieving timely resolutions in challenging situations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Sherwin Williams
04.2022 - Current
- Managed complex, time-sensitive customer escalations for large industrial accounts, ensuring optimal balance of operational risk and customer experience.
- Serve as a key escalation point for order discrepancies, credit claims, shortages, overages, and damages, ensuring accurate and defensible resolution outcomes.
- Provided technical troubleshooting and system navigation support, translating complex information into clear narratives for customers.
- Collaborated cross-functionally with Sales, Production Planning, and Operations to facilitate rapid decision-making under tight deadlines.
- Maintain consistency, quality, and accuracy across high volume workflows while managing competing priorities.
- Generate and communicate forecast and operational data to inform production prioritization and mitigate service disruption risk.
Referral Office Liaison / Team Lead
MetroHealth System
11.2019 - 04.2022
- Led a team of 10 in a high-stakes healthcare environment, overseeing sensitive case workflows involving patient access, insurance validation, and clinical coordination.
- Served as primary escalation leader for complex, urgent cases, exercising sound judgment and real-time prioritization to drive resolution.
- Partnered with physicians, insurers, pharmacies, and internal stakeholders to resolve cross functional escalations efficiently.
- Triaged incoming issues, assigned workload, and maintained quality to ensure operational continuity during fluctuating demand.
- Coached and developed team members to manage high-judgment, sensitive interactions independently while ensuring compliance with standards.
- Maintained strict adherence to HIPAA and confidentiality protocols in all decision making.
Licensed Insurance Agent
Progressive Insurance
04.2019 - 10.2019
- Established trust through clear communication, needs assessment, and precise policy guidance in a regulated environment.
- Managed risk-focused customer interactions, advised clients on coverage decisions impacting legal and financial outcomes.
- Exercised strong judgment and accountability, balanced customer experience with adherence to underwriting and compliance standards.
Business Operations System Specialist
YMCA of Greater Cleveland
09.2018 - 04.2019
- Led operational initiatives for business systems and financial workflows across multiple YMCA locations, serving as escalation point for complex billing, membership, and account issues to enhance service delivery.
- Led day to day coordination of membership operations, including invoicing, collections, scholarships, discounts, and balance resolution, ensuring accuracy and policy compliance.
- Partnered with branch leadership to identify operational risks and systemic issues, implementing process improvements that increased consistency and minimized repeat escalations.
- Trained, coached, and supported front line and administrative staff on financial systems, exception handling, and escalation protocols, reinforcing accountability and quality standards.
- Resolved financial hardship considerations and member complaints with operational judgment.
- Maintained data integrity across systems while managing competing priorities in a fast paced, service driven environment.
- Documented procedures and clarified workflows to foster a culture of operational discipline and continuous improvement.
Team Lead
HealthSpan Integrated Care
01.2014 - 12.2017
- Led frontline service teams managing high-volume, sensitive billing and insurance escalations, ensuring effective resolution.
- Acted as escalation point for disputed claims, appeals, and denials, facilitating timely and accurate account resolutions.
- Coordinated across departments to address systemic issues affecting service delivery and financial outcomes, enhancing overall operational effectiveness.
- Prioritized workloads under strict performance guidelines, ensuring timely and accurate resolution.
- Supported risk mitigation efforts through detailed analysis, documentation, and compliance adherence.
Education
Diploma - General Studies
North Olmsted Ombudsman High School
Skills
- Client management
- Order management
- Documentation Accuracy
- Complex problem solving
- Critical thinking
- Prioritization strategies
- Cross-team collaboration
- Peer Development
Certification
Six Sigma Certification, Sherwin Williams, 2024
Timeline
Customer Service Agent
Sherwin Williams
04.2022 - Current
Referral Office Liaison / Team Lead
MetroHealth System
11.2019 - 04.2022
Licensed Insurance Agent
Progressive Insurance
04.2019 - 10.2019
Business Operations System Specialist
YMCA of Greater Cleveland
09.2018 - 04.2019
Team Lead
HealthSpan Integrated Care
01.2014 - 12.2017
Diploma - General Studies
North Olmsted Ombudsman High School