Summary
Overview
Work History
Education
Skills
Timeline
Generic

Arlene Gallien

Fresno,TX

Summary

Dedicated Call Center Supervisor with over 27 years of experience in call center operations. Skilled in optimizing operations and enhancing customer service through effective training and coaching. Strong interpersonal skills complemented by expertise in QA monitoring, driving team success and achieving productivity goals.

Overview

22
22
years of professional experience

Work History

Remote Call Center Supervisor

Harris Health
04.2017 - Current
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Supervised 25 customer service scheduling agents in providing excellent customer service to callers/patients requiring assistance for appointments and billing issues.
  • Oversaw employee performance to foster accurate prioritization and achievement of productivity goals.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Facilitated regular team meetings to discuss challenges, successes and strategies.
  • Trained team members on performance metrics and consumer behavior identification.

Customer Care Business Analyst

NRG Energy
09.2013 - 02.2017
  • Collaborated with internal customers to understand business needs and translate into requirements and project scope.
  • Identified patterns and trends in large data sets and provided actionable insights.
  • Optimized data access and storage to improve performance of analytics systems.
  • Collaborated with stakeholders to identify business needs and data sources.
  • Conducted UAT testing and identified process issues
  • Delivered training to leadership team and 60 agents

Call Center Supervisor

Gexa Energy
08.2003 - 07.2013
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Supervised 30 customer service agents in providing excellent customer service to callers requiring assistance for electricity service and billing/payment issues.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Developed and implemented strategies to increase sales and improve customer service.
  • Monitored daily sales performance and provided feedback to each team member.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.

Education

Bachelor of Science - Healthcare Management

University of Phoenix
Tempe, AZ
09-2026

Skills

  • Call Center Operations and Leadership
  • Customer Service & Conflict Resolution
  • Data Entry & Records Management
  • QA monitoring
  • Performance Metrics (AHT, CPH, Avg Talk Time, Delta)
  • Process Improvement
  • Employee Training, Coaching and Development
  • EPIC Systems, Willow, UKG, SpinCi, IVR Management
  • Strong Interpersonal, written and verbal communication

Timeline

Remote Call Center Supervisor

Harris Health
04.2017 - Current

Customer Care Business Analyst

NRG Energy
09.2013 - 02.2017

Call Center Supervisor

Gexa Energy
08.2003 - 07.2013

Bachelor of Science - Healthcare Management

University of Phoenix

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