S. Ishmael Housein
Gaithersburg,Maryland
Summary
Seasoned leader recognized for elevating customer satisfaction and team efficiency by 20% at CareMetx / PAN Foundation. Expertise in Salesforce and strategic team management, with a strong focus on process optimization and customer engagement. Proven negotiation skills coupled with a dedication to maintaining rigorous compliance standards.
Overview
14
14
years of professional experience
Work History
Operations Supervisor
CareMetx / PAN Foundation
08.2020 - Current
- Led quality initiatives across multiple call queues, improving service consistency and customer satisfaction by 15%
- Implemented quality assurance processes to maintain high compliance standards
- Trained and mentored team members to exceed performance metrics, increasing team efficiency by 20%
- Streamlined patient education on grant access, enhancing the application experience
Manager
Peake Releaf
05.2018 - 12.2019
- Managed state-wide customer inquiries on cannabis products via phone, email, and in-person, achieving a 30% improvement in customer retention
- Ensured compliance with METRIC, HIPAA, and MMCC standards, reducing regulatory risks
- Directed procurement, vendor negotiations, and inventory management, reducing overhead costs by 15%
- Increased online visibility through effective use of Weedmaps and Leafly, contributing to a 25% boost in sales
Business Support Analyst
DARCARS Toyota
11.2016 - 05.2018
- Implemented customer care strategies that elevated daily service call volume and improved customer satisfaction
- Leveraged Oracle and ticketing systems to resolve customer concerns, reducing response time by 30%
- Partnered with service and parts departments to streamline client interactions, supporting revenue growth
Office Assistant
Office of Dr. Hugo Graziani
12.2012 - 01.2014
- Updated patient records following HIPAA standards to ensure data security and compliance
- Provided technical training to staff, optimizing communication and productivity across the practice
- Managed inventory and coordinated merchandising, improving operational efficiency
Retention Specialist
ASG Security
11.2010 - 06.2012
- Advised corporate accounts on new products/services and negotiated contracts, achieving a 20% increase in retention
- Created troubleshooting manuals for security system issues, reducing customer service response time by 25%
- Led team sales calls and set retention goals, driving a 15% increase in customer satisfaction
Education
B.S. - Business Management
University of Phoenix
01.2012
Skills
- Salesforce Expertise
- Advanced Microsoft Office Skills
- Oracle Software Proficiency
- Experienced in Mac OS X
- Customer Engagement
- Negotiation Expertise
- Strategic Team Management
- Process Optimization
Skillsandeducation
B.S. in Business Management, University of Phoenix, 2012, Salesforce, Microsoft Office, Oracle, Mac OS X, Customer service, Contract negotiation, Team leadership, Operations management
Timeline
Operations Supervisor
CareMetx / PAN Foundation
08.2020 - Current
Manager
Peake Releaf
05.2018 - 12.2019
Business Support Analyst
DARCARS Toyota
11.2016 - 05.2018
Office Assistant
Office of Dr. Hugo Graziani
12.2012 - 01.2014
Retention Specialist
ASG Security
11.2010 - 06.2012
B.S. - Business Management
University of Phoenix
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