Isa Selaci

Provided administrative and financial services to patients, while coordinating with and upholding the standards of the department and its members.

• Performed complex scheduling, registration, benefit verification, preauthorization, and other tasks related to new and established patients.
• Coordinated patient care with internal providers and other department members in the form of referral coordination, appointment scheduling, insurance authorizations, estimates and other financial discussions, etc.
• Served as a role model to coworkers by closely aligning myself with St. Luke's ICARE values, becoming a helpful resource in the workplace, and demonstrating a passion for my position and responsibilities.

Managed staffing, scheduling, and forecasting for an 800+ agent call center.

• Overhauled outdated reporting systems, introducing modern tools that increased data accuracy and improved schedule adherence.
• Developed and maintained reporting dashboards for executive leadership to monitor KPI’s and quickly identify trends.
• Conducted regular data analysis and process monitoring to ensure accurate records.

Provided mentoring, instruction, training, and coaching to a group of 9-15 associates while ensuring that the goals of the partner and organization were met or exceeded.

• Maintained a team-wide QA score of over 90% for the entire duration of the grading period.
• Developed, implemented, and monitored an Additional Training project designed to shorten the time until KPI adherence for new hires.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.

Safely transported customers or goods in a consistent and timely manner.

• Developed strong communication skills while interacting with diverse groups of riders daily.
• Responded to passenger concerns and complaints politely and professionally.
• Followed company guidelines and policies when interacting with passengers.

Provided over the phone and email technical support for a Colorado tech startup aiming to reduce water waste in the United States.

• Resolved over 8000 tickets while maintaining a customer satisfaction rating above 95%.
• Served as escalation point for complicated technical issues, as well as challenging customer interactions.
• Delegated and oversaw the overhaul of the internal knowledge base.
• Collaborated with partner in improving and implementing an updated, customer facing, online support page.

Officiated soccer matches between private clubs, high schools, universities, and professional teams on a regional, multi-state level.

• Upheld safety standards in all games and events.
• Managed conflicts effectively and efficiently by mediating disputes between players, coaches, and spectators when necessary.
• Monitored and managed soccer games to verify safety and promote good sportsmanship for players.
• Promoted fair play and sportsmanship by consistently applying game rules and officiating with integrity.

Provided technical support for smart home device products of a now Google Inc. subsidiary.

• Served as escalation point for challenging technical issues, maintaining a high-resolution success rate.
• Improved customer satisfaction by providing timely and accurate technical support.
• Maintained up-to-date documentation of known issues and resolutions, reducing time spent on repetitive tasks.

Provided personal care and support on a daily basis, including but not limited to:

• Assisting with daily living activities, promoting independence and wellbeing.
• Maintaining detailed records of client progress, facilitating effective communication between team members and healthcare providers.
• Prioritizing safety measures such as infection control protocols when delivering personal care services.

Assisted in large scale delivery of goods during the busiest season of the year.

• Contributed to overall team success by consistently meeting daily delivery targets and goals.
• Verified package information, cross-checking invoices to maintain accuracy throughout the delivery process.

Presented a friendly, knowledgeable, image to incoming customers.

• Enhanced sales performance through effective communication of product features and benefits.
• Participated in regular sales meetings, contributing valuable insights for improving overall team performance.