Operations Leader - Call Center & QA Excellence

CHARMAYNE WARDLAW

Columbus, GA 678-***-**** ***********@*****.***

Authorized to work in the U.S.

PROFESSIONAL SUMMARY

Operations-focused leader with 15+ years of experience in healthcare insurance and retail environments, specializing in call center operations, quality assurance, and team leadership. Proven track record of driving performance, improving service quality, ensuring compliance, and optimizing operational workflows. Highly skilled in staff development, QA auditing, metrics-driven management, and customer experience excellence.

CORE COMPETENCIES

• Operations & Call Center Management

• Quality Assurance & Call Auditing

• Process Improvement & Compliance

• Team Leadership & Performance Coaching

• Scheduling, Payroll & Timesheets

• Customer Experience & Escalation Resolution

• Benefits, Claims & Billing Operations

• Project Coordination

• Reporting, Metrics & Documentation

• Microsoft Office (Excel, Word, Outlook)

PROFESSIONAL EXPERIENCE

Manager – Operations & Quality

Anthem Blue Cross BlueShield Midland, GA

January 2014 – May 2025

• Led daily operations supporting claims, benefits, billing, and call center service teams

• Conducted quality assurance audits to evaluate call performance, compliance, and service accuracy

• Managed staff scheduling, payroll, and timesheet approvals to ensure operational efficiency

• Supported process improvement initiatives to enhance service delivery and reduce escalations

• Served as subject matter expert for benefits, claims resolution, and billing inquiries

• Handled high-volume, multi-line phone systems while mentoring team members on best practices

• Provided reporting, documentation, and operational support for leadership initiatives Assistant Manager

Citi Trends Phenix City, AL

July 2010 – January 2014

• Supported store operations including hiring, onboarding, training, and performance management

• Coordinated staff scheduling, payroll processing, and daily operational reporting

• Managed inventory control, merchandising standards, and loss prevention initiatives

• Handled accounts payable, data entry, and shipping/receiving operations Store Manager

City Gear Columbus, GA

November 2007 – November 2008

• Directed full-store operations including staffing, scheduling, payroll, and compliance

• Oversaw accounts payable/receivable, bookkeeping, and inventory management

• Implemented theft prevention strategies and customer service standards

• Led merchandising initiatives and new store setup operations EDUCATION

Strayer University – Columbus, GA

CERTIFICATIONS & LICENSES

Valid Driver’s License

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