Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Collene Perkins

Warrenton,MO

Summary

Accomplished Customer Service Representative and Team Lead with extensive experience in inbound and outbound communications. Proven track record of exceeding performance goals and delivering exceptional service across all lines of business for UnitedHealthcare (UHC). Recognized for excellence in both Provider Services and Member Services, earning Employee of the Month honors four times for outstanding contributions and service quality. Awarded the Service Heroes Award (2021) for exemplary performance and dedication. Known for a strong work ethic, attention to detail, and a commitment to continuous improvement. Frequently selected for pilot programs and special projects due to reliability, leadership, and problem-solving capabilities.

Overview

18
18
years of professional experience

Work History

Team Lead

United Healthcare
Maryland Heights, MO
03.2020 - Current

- Supported HouseCalls Team as a Care Connector

- Change Champion Architect
- Team Lead for DSNP Navigation

Adherence, RT Coaching, Navigator support, Qualtrics, and Process Huddles

- Have completed NPS, Compliance Certified, Culture Ambassador, M&R Professional 3 Certification
- Participated in Hand-in-Hand Navigation Pilot
- Assisted members with claims, authorizations, and benefits

Provider Resolution Specialist

United Healthcare
Maryland Heights, MO
01.2016 - 03.2020

- Contributed to Service Recovery Pilot

- CNS Claims Project (Medicare/Medicaid)

- Served as Education Reinforcement Specialist (ERS Team)

- Participated in National MedTrans Transportation Project

- Assisted providers with claims, authorizations, and benefits

Hospitality Manager

Applebee's Neighborhood Grill & Bar
Warrenton, MO
02.2007 - 08.2015

- Associate Trainer / Hourly Manager (2007–2011)
- Service Manager (2011–2015)
- Managed employees across four departments and coordinated schedules
- Oversaw timekeeping, financials, and employee productivity
- Specialized in customer service, handling escalations and feedback
- Conducted interviews and managed onboarding
- Proficient in Microsoft Office and restaurant operating systems
- Handled invoice input and daily sales reporting to corporate office

Education

Associate in Applied Science - Administrative Assistant

Southwestern Illinois College
Belleville, IL

Skills

  • Management experience
  • Customer service and support
  • Organizational skills
  • Efficiency and productivity
  • Microsoft Office Suite proficiency
  • Independent and team-oriented work
  • Decision-making under pressure
  • Claims processing expertise
  • Problem solving and resolution
  • Care coordination strategies
  • Customer follow-up techniques
  • Health insurance knowledge

Accomplishments

- Service Hero Award Winner (2021)
- UHC Employee of the Month – 4-Time Recipient

Timeline

Team Lead

United Healthcare
03.2020 - Current

Provider Resolution Specialist

United Healthcare
01.2016 - 03.2020

Hospitality Manager

Applebee's Neighborhood Grill & Bar
02.2007 - 08.2015

Associate in Applied Science - Administrative Assistant

Southwestern Illinois College

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