Call Center Customer Service

TRASHER “ELAINE” DURDEN

************@*****.*** 404-***-****

Hybrid/Remote Willing to Travel Onsite as Needed

PROFESSIONAL SUMMARY

Dynamic and results-driven Call Center Supervisor with 20+ years of progressive experience in customer service, leadership, and healthcare operations. Adept at mentoring teams, improving performance metrics, and delivering exceptional service in both hybrid and remote environments. Proven track record of driving performance improvements, managing high-performing teams, and exceeding KPIs across healthcare and finance sectors. Seeking a long-term opportunity to contribute to a values-driven organization committed to excellence, where I can grow into retirement over the next 15 years.

CORE COMPETENCIES

Call Center Operations & Supervision, Team Leadership & Coaching, Customer Experience Optimization, Quality Assurance & Compliance, Salesforce & CMS Reporting, Conflict Resolution & De-escalation, HIPAA & ACA Knowledge, Payroll & Scheduling Oversight, Technical Troubleshooting, Training & Development, Microsoft Office Suite (2003–2021)

PROFESSIONAL EXPERIENCE

UnitedHealthcare – Atlanta, GA

Premier Advocate, Sr (Hybrid/Remote) Jan 2024 – Present

• Serve as the first point of contact for employer-specific employee groups via inbound/outbound calls.

• Verify HIPAA information and utilize multi-system research to resolve inquiries effectively.

• Achieve 97–100% accuracy and performance ratings by focusing on active listening and empathy.

• Use three-monitor setup for efficient navigation and real-time data resolution.

Centene @ Peach State Health Plan – Atlanta, GA

Call Center Supervisor (Hybrid/Remote) 2017 – 2023

• Managed call center agents and supervisors to achieve daily, weekly, and monthly performance goals.

• Conducted one-on-ones, performance reviews, and real-time coaching.

• Led payroll auditing and coverage scheduling to ensure operational accuracy.

• Facilitated team meetings and collaborated with internal/external partners to drive improvements.

• Utilized Salesforce and CMS tools to monitor service levels and performance metrics.

Morneau Shepell – Atlanta, GA

Call Center Supervisor 2014 – 2017

• Promoted from CSR to Supervisor within 90 days; managed 18+ representatives.

• Oversaw performance management, compliance with ACA standards, and Salesforce reporting.

• Resolved escalated calls and ensured high-quality customer experiences.

Internal Revenue Service – Chamblee, GA

Customer Service Representative (Seasonal) 1994 – 1997, 2013 – 2015

• Handled taxpayer inquiries about refunds, notices, and installment agreements.

• Delivered high-quality support aligned with IRS accuracy and compliance standards.

Wipro Ltd (UnitedHealthcare Contract) – Atlanta, GA

Call Center Supervisor 2009 – 2013

• Managed 15+ specialists in performance, attendance, and compliance.

• Supervised escalations, training, and CMS/Salesforce-based monitoring.

• Led initiatives to reduce AHT and improve customer satisfaction scores.

Harland Clarke – Decatur, GA

Call Center Supervisor 1999 – 2009

• Oversaw daily performance of 25+ agents, monitored call quality, and coached on performance.

• Investigated fraud, trained new hires, and maintained internal communications via Lotus Notes.

• Used Salesforce to generate reports and improve data-driven decisions.

EDUCATION

• M.S. Human Services, Argosy University – 2017

• MBA, Argosy University – 2014

• B.A. Psychology, Argosy University – 2013

• A.A. Business Administration, Shorter College – 2009

• Computer Application Specialist Certificate, Interactive Learning System – 1992

TECHNICAL SKILLS

Microsoft Office (Excel, Word, PowerPoint), Salesforce CMS Supervisor CCpulse, Outlook & Lotus Notes IEX Scheduler, Cisco Avaya CTI Omni, Quality Tools: Uptivity, Bi-Power, IT Troubleshooting Spectrum Oasis Colossus

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