Naeem Malik

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.

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.

Bachelor of Business Administration - Stafford University (1992-01 - 1996-12)

Graduated - Kansas City Business College