Malaina Smith
Pataskala
Summary
Results-driven professional with a strong foundation in customer service and problem-solving. Proven ability to lead cross-functional teams and drive process improvements to enhance operational efficiency.
Overview
15
15
years of professional experience
Work History
Member Experience Lead
Quantum Health
Dublin, OH
03.2025 - Current
- Proven ability to learn quickly and adapt to new situations.
- Self-motivated, with a strong sense of personal responsibility.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Assistant Pod Manager
Quantum Health
Dublin, OH
11.2022 - 03.2025
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Developed and implemented process improvements to enhance team efficiency and service delivery.
- Led cross-functional teams in project initiatives, fostering collaboration and communication among departments.
- Analyzed performance metrics to identify trends, driving actionable insights for operational enhancements.
PSR/Claims Specialist/ Team Lead
Quantum Health
Columbus, OH
10.2018 - 11.2022
- Resolved complex benefit, authorization, and claim issues through effective communication and facilitated benefits literacy to empower informed healthcare decisions
- Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.
- Trained new team members on claims processing procedures and best practices.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Coached team members in techniques necessary to complete job tasks.
Assistant Store Manager
Family Dollar
Columbus, OH
01.2013 - 11.2014
- Supervised daily store operations to ensure compliance with company policies and procedures.
- Trained and developed staff to enhance customer service and operational efficiency.
- Implemented inventory management strategies to optimize stock levels and minimize shrinkage.
- Analyzed sales data to identify trends and adjust merchandising strategies accordingly.
- Fostered a positive team environment through effective communication and conflict resolution skills.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
Kitchen Manager
Chipotle
Columbus, OH
01.2012 - 10.2012
- Oversaw daily kitchen operations to ensure compliance with food safety standards.
- Managed inventory levels, reducing waste through efficient stock rotation practices.
- Trained and mentored staff on food preparation techniques and customer service excellence.
- Implemented new menu items, enhancing customer satisfaction and driving sales growth.
- Streamlined kitchen workflows to improve efficiency during peak service times.
- Maintained a clean and safe work environment, adhering to all health department regulations and guidelines.
- Scheduled and received food and beverage deliveries, adhering to food cost and budget.
Education
High School Diploma -
Columbus Alternative High School
Columbus, OHSkills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Flexible and adaptable
- Organizational skills
- Problem resolution
- Adaptable
- Critical thinking
Timeline
Member Experience Lead
Quantum Health
03.2025 - Current
Assistant Pod Manager
Quantum Health
11.2022 - 03.2025
PSR/Claims Specialist/ Team Lead
Quantum Health
10.2018 - 11.2022
Assistant Store Manager
Family Dollar
01.2013 - 11.2014
Kitchen Manager
Chipotle
01.2012 - 10.2012
High School Diploma -
Columbus Alternative High School