Naeem Malik
Results-driven Manager with 17+ years of experience in operations, healthcare, marketing, and team leadership
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About
Results-driven Manager with 17+ years of experience in operations, healthcare, marketing, and team leadership. Proven track record in driving operational efficiency, optimizing team performance, and fostering strong client relationships. Expertise in project management, P&L budgeting, strategic marketing, and continuous improvement. Strong analytical, problem-solving, and leadership skills with a commitment to achieving business goals in fast-paced environments.
Experience
Team Manager - Trustmark Health
(2022-01)
- Manage a team of call center representatives, focusing on hiring, training, and development to enhance performance and customer satisfaction.
- Collaborate with leadership to establish team objectives and strategies, ensuring profitability and operational efficiency.
- Analyze call center metrics and make adjustments to processes to meet or exceed performance targets.
- Conduct regular team meetings, provide coaching, and create performance reports using systems like Dynamics, Tableau, Five9, and Workday.
Supervisor - Kinetic
(2019-07 - 2022-01)
- Led a team, ensuring alignment with performance targets and company goals.
- Managed workforce scheduling, cross-training, and employee development.
- Addressed emergencies and escalated customer service issues to maintain quality standards.
- Communicated company updates and reports to upper management and resolved workplace challenges related to attendance and performance.
Supervisor - Evi Core
(2018-01 - 2019-07)
- Supervised call center agents, ensuring compliance with performance standards and call center objectives.
- Analyzed data and performance metrics to identify areas for improvement.
- Conducted coaching sessions, training, and report preparation for senior management.
- Utilized systems like Image One, ISAAC, Smartsheet, and CAD to streamline operations.
Clinical Appeals Analyst - United Healthcare
(2016-04 - 2018-01)
- Managed documentation and data entry for A&G denial cases, ensuring accuracy and compliance with industry standards.
- Resolved complex issues related to claims and provider contracts.
- Demonstrated proficiency in ICD-9, ICD-10, CPT coding, and various healthcare systems including ISET, PRIME, and UNET.
Provider Resolution Specialist - United Healthcare
(2015-01 - 2016-04)
- Handled work assignments from Care Advocacy, ensuring timely resolution of claims for providers and members.
- Utilized various systems to install and update provider contracts and resolve disputes.
Owner/Operator - Columbia Shuttle Services
(2008-05 - 2015-01)
- Managed daily operations, staffing, and customer satisfaction for the shuttle service.
- Designed and implemented marketing strategies to increase customer base and sales.
- Negotiated contracts and bids to expand service areas and enhance profitability.
Sales Manager - ISO
(1996-03 - 2008-05)
- Directed inside and outside sales teams, driving sales growth and managing client relationships.
- Analyzed budgets, developed promotional strategies, and coordinated sales calls to meet targets.
- Expanded product offerings, including ATM hardware/software and POS systems.
Owner/Operator - Dairy Queen
(1993-08 - 1996-03)
- Managed store operations, including sales forecasting, budgeting, and food cost monitoring.
- Increased sales by 32% in the first year through effective sales strategies and customer engagement.
Education
Bachelor of Business Administration - Stafford University (1992-01 - 1996-12)
Graduated - Kansas City Business College
