Arlene Yvette Gallien
Fresno
Summary
Accomplished Customer Service Manager specializing in remote team leadership and quality assurance. Proven track record of enhancing service levels and patient satisfaction through performance metrics analysis and effective agent training. Adept at fostering collaboration across departments to optimize workflows and operational efficiency.
Overview
12
12
years of professional experience
Work History
Remote Call Center Supervisor
Harris Health
Houston
04.2017 - Current
- Supervised and supported a fully remote team of 25 customer service agents in a high‑volume inbound and outbound call center environment, ensuring compliance with organizational standards and service level expectations.
- Monitored and analyzed CSAT, productivity, quality assurance (QA), attendance, adherence and service level metrics; implemented corrective actions that enhanced performance and increased patient satisfaction.
- Conducted one‑on‑one coaching, performance evaluations and corrective counseling, fostering continuous improvement in accuracy, professionalism and customer experience.
- Resolved escalated customer and patient concerns, ensuring timely, professional and patient‑centered resolutions in accordance with healthcare service standards.
- Ensured accurate collection and documentation of patient demographics, insurance verification, and appointment data using EPIC.
- Maintained strict compliance with HIPAA regulations and patient privacy standards, reinforcing data security and confidentiality across all interactions.
- Partnered with Quality Assurance, IT, Scheduling, and Pharmacy teams to streamline workflows, reduce service delays and improve operational efficiency.
- Prepared and presented performance reports, trend analysis and KPI dashboards to leadership, facilitating data‑driven decision making.
- Supported onboarding and training of new hires, providing guidance on customer service standards, system navigation, documentation accuracy, and compliance requirements.
Customer Care Business Analyst
NRG Energy
Houston
09.2014 - 02.2017
- Analyzed end‑to‑end workflows, performance metrics, and operational data to recommend process improvements, reporting enhancements, and optimization opportunities.
- Identified process gaps, system defects, root causes, and implementation risks in customer care and operational initiatives, enhancing service delivery and operational efficiency.
- User Acceptance Testing (UAT) conducted by validating system functionality against business requirements and partnering with stakeholders to ensure system readiness and successful deployments.
- Supported projects throughout the full SDLC including requirements gathering, development, testing, implementation, and post‑production monitoring to ensure stability and performance.
- Developed and delivered training materials, job aids, and documentation in collaboration with operations, IT, quality, and leadership teams to support system and process changes.
- Utilized Microsoft tools (Excel, SharePoint, Word, PowerPoint) to create reports, dashboards, business documentation and executive‑level summaries for leadership and operational teams.
Education
Bachelor of Science - Health Management
University of Phoenix
Tempe, AZ06-2026
Skills
- Call center supervision
- Customer service
- Quality assurance
- Call monitoring
- Workforce scheduling
- Training design
- Data entry efficiency
- Process improvement
- Project management
- Performance metrics
- Conflict resolution
References
Available upon request
Timeline
Remote Call Center Supervisor
Harris Health
04.2017 - Current
Customer Care Business Analyst
NRG Energy
09.2014 - 02.2017
Bachelor of Science - Health Management
University of Phoenix