Salima Smith
Chapel Hill,NC
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
11
11
years of professional experience
Work History
ON-SITE PATIENT FINANCIAL SERVICES SPECIALIST
Revco Solutions
05.2023 - Current
- Manages high-volume workloads, prioritizing tasks to ensure timely completion and quality results.
- Trains new team members, sharing best practices and ensuring consistent service standards across the department.
- Streamlines service processes for increased efficiency and improved customer experiences.
- Collaborates with cross-functional teams to develop and implement service improvements.
- Conducts comprehensive analysis of client feedback to identify trends and implement targeted improvements accordingly.
CUSTOMER SERVICE MANAGER
Car Computer Exchange
08.2019 - 12.2022
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
CREATOR'S STUDIO COORDINATOR
JoAnn Fabrics And Crafts
01.2019 - 03.2020
- Facilitated successful workshops and events at the studio, enhancing brand awareness in the local community.
- Maintained accurate records of studio usage statistics, aiding in data-driven decision making for future improvements.
- Managed studio budgets and financial records, improving fiscal responsibility and reducing unnecessary expenditures.
- Implemented inventory control systems to minimize equipment loss or damage, resulting in reduced costs.
CUSTOMER SERVICE SPECIALIST
Blue Cross And Blue Shield Of North Carolina
09.2018 - 09.2019
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
BANKRUPTCY PROJECT COORDINATOR
Wells Fargo Home Mortgage
05.2013 - 09.2018
- Supervised multiple projects from project start through delivery by prioritizing needs, delegating assignments, managing deadlines and adjusting workflows.
- Identified potential risks and developed mitigation strategies to minimize disruptions to project timelines.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Conducted thorough post-project evaluations to identify areas for improvement in future initiatives.
- Served as Bankruptcy Analyst III from 2013 to 2014.
Skills
- Team Leadership
- Customer Relationship Management
- Operations Management
- Workflow Management
- Complex Problem-Solving
- Service Delivery Optimization
Technical Skills
Daily Software: MS Office/Microsoft 365 & G-Suite/Google Workspace (Word/Docs, Excel/Sheets, PowerPoint/Slides, Forms, Access, Outlook, Teams, Project, Publisher), Zoom; Data Entry: Typing: 80 wpm, Alphanumeric Data Entry: 11,077kph, Numeric Data Entry: 9284kph; CRMs: 4S, AS/400, Caldwell Spartin (VAX/Alliance 500), EPIC/MaestroCare, Fidelity, Oracle, PeopleSoft, Salesforce, SharePoint, VendorScape; Additional Software: AACER, Ariba Buyer, Avaya/Syntelate, BrassRing, BFT, CC Pro (Noble), Cisco Finesse, Cisco Jabber, Citrix Workspace, Concur XMS, CPI-Extra X!-X-treme, Crystal Reporting, ECaR, ECF, eImage, GEM, Hogan, iClear, ICMP, IEX, IMPACT, Infobank, Investor Matrix, IVRS, LIV, LPS, Mobius, MSP, NDC, PACER, Panviva, PIVOT, RMS, RPP Tool, Semafone, SCI, SHAW, SpeedPay, Supreme, TransCentra, VIF, Web Direct, Web Query, WILMA/PULSE
Timeline
ON-SITE PATIENT FINANCIAL SERVICES SPECIALIST
Revco Solutions
05.2023 - Current
CUSTOMER SERVICE MANAGER
Car Computer Exchange
08.2019 - 12.2022
CREATOR'S STUDIO COORDINATOR
JoAnn Fabrics And Crafts
01.2019 - 03.2020
CUSTOMER SERVICE SPECIALIST
Blue Cross And Blue Shield Of North Carolina
09.2018 - 09.2019
BANKRUPTCY PROJECT COORDINATOR
Wells Fargo Home Mortgage
05.2013 - 09.2018
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