Salena King
Snellville
Summary
Detail-oriented Managed Services Analyst III with over 5 years of experience in healthcare credentialing and customer support. Specializes in resolving complex issues and enhancing operational efficiency. Expertise in training and cross-functional collaboration to deliver outstanding customer experiences.
Overview
10
10
years of professional experience
Work History
Managed Services Analyst III – Credentialing
GHX
09.2025 - Current
- Serve as subject matter expert for complex issues and escalations
- Manage key accounts and ensure timely, effective resolutions
- Drive process improvements to align with team and organizational goals
- Identify workflow gaps and recommend improvements to leadership
- Improve processes to support team and company goals
- Coordinate cross-functional projects to improve efficiency
- Train and mentor analysts (MSA I & II)
Managed Services Analyst II – Credentialing
GHX
10.2022 - 09.2025
- Ensured compliance and credentialing accuracy for healthcare representatives
- Delivered high-level “white glove” customer service, maintaining strong satisfaction
- Managed customer cases in Salesforce with detailed documentation and tracking
- Communicated updates proactively to clients throughout issue resolution
- Trained customers on system usage, reducing repeat inquiries
- Collaborated with internal teams to escalate issues and improve processes
- Conducted phone and email system testing to identify and resolve communication issues
Customer Support Analyst
GHX
04.2021 - 10.2022
- Resolved login, compliance, and system-related issues, enhancing user experience
- Collaborated with compliance and IT teams to address complex cases, improving resolution times
- Delivered technical and account support to healthcare representatives, ensuring seamless operation
- Documented all customer interactions and resolutions in Salesforce
- Supported team members by providing guidance and real-time assistance
- Assisted vendors with registration and credentialing requirements
Customer Service Representative – Collections
CareFirst Financial
Peachtree Corners
08.2020 - 04.2021
- Negotiated payment arrangements and addressed billing concerns to enhance customer satisfaction
- Managed customer inquiries via phone, email, and chat, ensuring timely and professional responses
- Maintained accurate customer records to support compliance and improve service quality
- Prioritized workload to meet performance and compliance standards
Front Office Manager
Hilton Atlanta NE
Peachtree Corners
05.2017 - 05.2020
- Oversaw daily operations of front office, bellmen, and concierge teams to ensure seamless guest service
- Developed training programs and coached staff to enhance guest experiences
- Resolved guest issues promptly, ensuring high satisfaction levels
- Managed scheduling, payroll, and departmental budgeting
- Coordinated with housekeeping and leadership teams to streamline operations
- Led monthly meetings and contributed to revenue and performance planning
Assistant General Manager
Homewood Suites
Peachtree Corners
12.2015 - 05.2017
- Recruited, trained, and evaluated front office staff
- Managed payroll, financial reporting, and vendor invoice processing to ensure accurate financial operations
- Handled guest relations and service recovery efforts to enhance guest satisfaction and loyalty
- Ensured compliance with training programs and operational standards to maintain high service quality
Education
Cosmetology
Superior Academy of Cosmetology
Charlotte, NC06-2015
High School Diploma -
Fort Mill High School
Fort Mill, SC01-1998
Skills
- Salesforce CRM
- Customer Relationship Management (Salesforce)
- Technical Support & Troubleshooting
- Process Improvement & Workflow Optimization
- Customer Success & Account Support
- Cross-functional Collaboration
- Training & Mentorship
- Problem Solving & Conflict Resolution
- Credentialing Management
Accomplishments
- Employee of the Year (2023)
- Employee of the Month (July 2023)
- Spotlight Award (April 2023, November 2023)
- Promoted to Managed Services Analyst III (Sept 2024)
Timeline
Managed Services Analyst III – Credentialing
GHX
09.2025 - Current
Managed Services Analyst II – Credentialing
GHX
10.2022 - 09.2025
Customer Support Analyst
GHX
04.2021 - 10.2022
Customer Service Representative – Collections
CareFirst Financial
08.2020 - 04.2021
Front Office Manager
Hilton Atlanta NE
05.2017 - 05.2020
Assistant General Manager
Homewood Suites
12.2015 - 05.2017
Cosmetology
Superior Academy of Cosmetology
High School Diploma -
Fort Mill High School