Manager Customer Service
Resume:
Nabil Faik
Fairfax, VA *****
*****.****@*****.***
PROFESSIONAL PROFILE
Linguist professional native speaker of Arabic Language and fluent in
French and English
Excellent Arabic, French, and English Languages writing and analytical
skills
Creative with 8 years experience as an Arabic and French Linguist to
include: Language
Translation/Interpretation, 25 years of experience in finance,
administration, business management, procurement, and public relations
EDUCATION
Master Certificate in Business Management & Marketing, Tulane University
(New Orleans, LA) - 2007
Diploma in Accounting and Business, Mining School/ Department of Business
(Casablanca, Morocco) - 1987
Undergraduate Economics and Law, University of Hassan II (Casablanca,
Morocco) - 1984
KEY ACHIEVEMENTS
> Created new brochures in Arabic & French for the customer service
department that helped foreigner patients.
> Saved Inova Fairfax Hospital's Transplant program $500K in 2002 by
implementing a cost effective and efficient tracking system.
> Slashed healthcare provider bills by 50% through the development of an
accurate audit process.
> Increased hospital revenue 25%. Reduced the incidence of system errors
99% by developing a new process and working closely with physicians
practice offices.
> Implemented an innovative IT program that enhanced the productivity.
> Developed turn-around plan and overall business strategy including
immediate cost cutting measures.
PROFESSIONAL EXPERIENCE
Multicultural Community Service, Washington, D.C
10/2014- Present
Arabic & French Consultant- Interpreter/Translator
. Translation and analysis of documents from Arabic to English,
French to English and vice versa.
Mid Atlantic Professionals, Inc. TA / SSI
07/2014 - 10/2014
Arabic & French Consultant- Interpreter/Translator
Location: The O'Gara Group Training and Services Division-
Montross, VA
. Assisted with the Administration and conduct of a 6-week Rural
Borders Patrol Operations (RBPO) training program to a delegation
from the Republic of Burkina Faso. The program is developed and
presented by the Office of Anti Terrorism Assistance- Bureau of
Diplomatic Security, Department of State, United States.
Mid Atlantic Professionals, Inc. TA / SSI
05/2014 - 06/2014
Arabic & French Consultant- Interpreter/Translator
Location: The O'Gara Group Training and Services Division-
Montross, VA
. Assisted with the Administration and conduct of an 8-week Maritime
Mobilization Operations (MMO) training program to a delegation from
the Republic of Chad. The program is developed and presented by the
Office of Anti Terrorism Assistance- Bureau of Diplomatic Security,
Department of State, United States.
Sibley Memorial Hospital/ Washington D.C
Business Manager 10/ 2013 to
05/2014
. Coordinate and manage all financial aspects of the Alzheimer,
Wellness, and Assisted Living Departments.
. Manage all aspects of Revenue Cycle, to include Resident, Patient
Access and Billing.
. Implement audit plan of front-end and back-end of the patient
registration, increased billing accuracy and readjust billing
errors of $450K in my first 60 days.
. Assist in developing the departmental annual budget by cost centers
and forecast revenue and expenses.
. Responsible for the monthly close as well as maintenance of all
accounting ledgers including monthly review of all account
reconciliations and journal entries.
. Run daily cash receipts, post receipts and payments to appropriate
ledgers.
. Review revenue and expense account analysis.
. Direct the divisional budget and billing processes.
. Assisted in all Human Resources functions as necessary.
. Acted as a liaison between international patients, Embassies, and
the Sibley Memorial Hospital.
Wells Fargo Bank/ Fairfax, VA
Account Manager 03/ 2012 to
09/ 2013
. Manage premier client portfolios of consumer lending as well as
business banking products.
Within 3 months starting with Wells Fargo in 2012, personally
increased number of Fair Oaks branch customers by 25%.
. Recognized by District Manager as top banker for Fairfax District
for last two quarters.
. Received multiple Gallop Customer Satisfaction Survey Awards and
Bonuses.
. For the 3rd quarter 2012, I am personally responsible for 50% of
all loans and mortgages written by this branch.
. Notarized legal documents.
ExactLingua, LLC, VA 11/2008-
01/2012
Arabic & French Consultant- Interpreter/Translator
. Translation and analysis of documents from Arabic to English,
French to English and vice versa.
SOS International Ltd., Reston, VA
11/2007- 10/2008
Arabic & French Consultant- Interpreter/Translator
. Analysis and translation of transcripts & Govt. Documents - Arabic
& French
. Translation of a large variety of documents from Arabic or French
to English and vice versa.
Inova Health System, Falls Church, 03/1999- 11/2007
Business Manager- Inova Fairfax Hospital/ Inova
Research Center 01/2004- 11/2007
. Managed all aspects of Revenue Cycle, to include Patient Access and
Billing.
. Reduced AR Days from 60 to fewer than 40.
. Reduced Unbilled Days from 11 to 4.
. Managed the revenue department and completed requested cost report.
. Managed and negotiated all research related sponsor contracts and
budgets for all 5 hospitals in the Inova Health System.
. Acted as a liaison between international patients, Embassies, and
the Inova Research Center.
. Implemented audit plan of front-end and back-end of the patient
registration, increasing billing accuracy and decreasing denials
from 45% to 20%, while increasing patient satisfaction.
. Acted as the financial and operational point person for all
research conducted within the network
. Processed, audited, and approved all medical research billing.
. Ensured completion and reviewed of all balance sheet
reconciliations.
Financial Manager - Inova Transplant Center
02/2001-01/2004
. Translated documents related to transplant department- English to
Arabic and English to French
. Managed all aspects of Revenue Cycle, to include Patient Access and
Billing.
. Managed 15 Financial Counselors, Registrars, and Administrative
Coordinators.
. Coordinated and managed all financial aspects of the transplant
program.
. Interfaced with work teams to ensure budgetary and financial
priorities and procedures are handled appropriately.
. Slashed healthcare provider bills by 50% through the development of
an accurate audit process and correct assignment of bills to
appropriate departments/providers.
. Responsible for handling processes surrounding the daily billing,
management, collection, settlement, general ledger, and month end
closing.
. Acted as a liaison between international patients, Embassies, and
the Inova Transplant Center.
Business Analyst - Inova Fairfax Hospital
03/1999-02/2001
. Provided services- freelance interpreter/ translator- to physicians
and patients- Arabic to English, French to English and vice versa.
. Conducted billing for the Anesthesiology department, Surgical
Business Office, Pain Management Clinic, and Recovery Clinic.
. Reconciled patient charges and enhanced and updated the audit
process.
. Designed mechanism for collection of data regarding such topics as
workload, financial performance.
FALIACO (Casablanca, Morocco) 1993-1998
Director
. Served as a consultant for multiple European manufacturers of
textiles.
. Prepared and analyzed economics, financial reports, analyzed
potential markets and provided quality control.
. Scheduled and conducted meetings and trade negotiations between
clients and order givers.
Office Ch rifien Des Phosphates (Casablanca, Morocco) 1987-
1993
Operations/Financial Manager 1990-
1993
. Directed the resort club and recreational services related to the
OCP Group.
. Managed the financial aspects of the resort club, administered
budgets and implemented new systems.
. Managed property operations on a daily basis to assure optimum
performance and continual improvement.
. Maintained the highest quality of staff through effective
recruiting, hiring, retention, coaching, and succession planning
and training.
Marphocean (Casablanca, Morocco)
1987-1990
Operations Manager
. Negotiated the budget and contract of foreign personnel.
. Planed, administered, and coordinated the programs for the purchase
and distribution of materials including capital equipment.
. Operated the department within approved expense and capital budgets
and within productivity measures.
. Supervised orientation of new employees.
Societe Generale Marocaine de Banques (Casablanca, Morocco)
1982-1985
Assistant Area Manager
. Processed consumer loans and translated business documents.
. Supervised and coached teams on proper execution of key banking.
. Interfaced directly with clients on a daily basis to ensure
customer satisfaction with the solutions,
COMPUTER SKILLS
Microsoft Word, Excel, Access, PowerPoint, GroupWise, Microsoft Outlook,
Lawson, Kronos, HBI, IDX, Trendstar, and MediPac
LANGUAGE SKILLS
Arabic (native), French (native like), English (advanced speaking and
writing skills)
ADDITIONAL TRAINING
Medical Interpreter in Arabic & French- 40 hours Class- Inova Health
System.
Certificate in LeaderShape New Manager Orientation, sponsored by Inova
Health System
Certificate in LeaderShape New Manager Orientation, sponsored by Sibley
Memorial Hospital/ JHMI
Certificate in Human Participants Protection Education for Research
Teams, sponsored by the National Institutes of Health (NIH)- Role,
responsibilities, and interactions of federal agencies, institutions, and
researchers in conducting research.
Cost report, management and revenue cycle process, sponsored by United
Network for Organs Sharing (UNOS)
Healthcare Research Compliance, sponsored by Healthcare Compliance
Institute (HCCA)
The Key to profitable Hospital Operations, coding accuracy, sponsored by
Boston Scientific.
Member of Healthcare Financial Management Association (HFMA)
Awarded in 2012 & 2013 by Gallup Survey for Outstanding Customer Service.
Member of National Language Service Corps (NLSC)
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