Dasha DeGeorge
Jefferson ,GA
Summary
Dynamic Call Center Supervisor at Public Partnerships LLC with a strong customer service focus and proven track record in employee motivation. Enhanced team performance by improving rst-call resolution rates through targeted training and strategic action plans. Expert in timekeeping and compliance, fostering a compassionate culture to support individuals with
disabilities.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
10
10
years of professional experience
Work History
Human Resources Recruiting Coordinator
Georgia Options
Athens, GA
05.2025 - Current
- Led full-cycle recruitment efforts to identify, attract, and onboard high-quality candidates for supporting staft roles within a nonprofit serving adults with intellectual and developmental disabilities.
- Developed and executed strategic sourcing initiatives through community partnerships, job boards, and social media platforms to build a diverse talent pipeline.
- Collaborated with leadership to assess staffing needs and implement effective hiring strategies aligned with organizational goals.
- Utilized applicant tracking systems and HR software to streamline recruitment processes and enhance candidate experience,
- Promoted organizational culture and values to drive retention and strengthen community impact.
- Leveraged applicant tracking systems and HR technologies to streamline workflows and enhance candidate engagement.
- Promoted organizational values and culture to drive retention, foster inclusion, and support company growth.
Customer Service Call Center Supervisor-Temporary
Public Partnerships, PPL
Jefferson, GA
01.2025 - 05.2025
- Led a team of 12–16 customer service agents supporting New York's Consumer Directed Personal Assistance Program (CDPAP).
- Oversaw daily call center operations, managing inbound and outbound calls to assist with registration of personal assistants, consumers, and designated representatives.
- Provided coaching, mentorship, and continuous feedback to enhance individual and team performance.
- Monitored team KPIs and call center metrics; identified areas for improvement and implemented strategic action plans.
- Trained new staff and conducted ongoing refresher sessions to ensure up-to-date knowledge of policies, procedures, and customer care techniques.
- Handled escalated calls, ensuring timely and effective resolutions while modeling professional service standards.
- Conducted quarterly performance reviews and managed employee development plans.
- Led monthly team meetings to encourage knowledge sharing, collaboration, and morale-building.
- Authored and maintained department procedures and control documentation.
- Participated in audits and quality assurance functions to maintain service compliance and excellence.
- Recommended and implemented process improvements to increase call resolution rates and reduce average handling time.
- Supported culturally competent care by ensuring CDPAP delivery met the unique needs of individuals with disabilities and chronic conditions.
- Increased first-call resolution through agent training on products, services, and call-handling strategies.
- Promoted engagement by recognizing top performers and rewarding exceptional contributions.
- Collaborated with IT to ensure continuous system availability and minimize technical disruptions.
- Oversaw accurate payroll processing and ensured compliance with company policies.
- Fostered a compassionate and results-driven culture focused on helping New Yorkers live independently with dignity and care.
Call Center Representative
Georgia Center For Sight
Athens, GA
05.2024 - 12.2024
- Company Overview: Athens, GA
- Managed high-volume inbound calls across three office locations, providing detailed information about procedures and scheduling appointments
- Verified patient insurance and eligibility, co-pay and balance due
- Ensuring accurate record-keeping in electronic health systems
- Collaborated with healthcare professionals to maintain a seamless patient experience while adhering to HIPAA
- Athens, GA
Remote Call Center Representative
Aucera
01.2023 - 09.2024
- Company Overview: Remote
- Provided exceptional customer service, addressing inquiries and resolving complaints effectively
- Utilized CRM software to document interactions and maintain accurate account records
- Managed inbound calls efficiently, resolving customer queries and enhancing satisfaction
- Developed expertise in remote communication tools, boosting productivity
- Streamlined call handling processes, reducing average call duration while maintaining high-quality service
- Consistently met and exceeded performance targets
- Provided empathetic customer support, addressing concerns and offering tailored solutions
- Collaborated with team members to share best practices
- Meticulously documented customer interactions, ensuring accurate information for follow-ups
- Maintained up-to-date knowledge of products and services
- Remote
Front Desk Medical Receptionist
Urgent Care of Oconee
Athens, GA
11.2023 - 05.2024
- Company Overview: Athens, GA
- Welcomed patients, enhancing clinic atmosphere and efficiency
- Streamlined patient check-in process through EMR system reducing wait times and enhancing overall experience
- Implemented efficient scheduling system, boosting appointment adherence
- Provided compassionate support to patients, addressing concerns and facilitating smooth communication between patients and medical team
- Ensured meticulous record-keeping, maintaining HIPAA compliance
- Coordinated complex schedules, optimising resource allocation
- Managed multi-line phone system, ensuring prompt and professional communication
- Verified patient insurance and eligibility, co-pay and balance due
- Ensuring accurate record-keeping in electronic health systems
- Athens, GA
Senior Human Resources Generalist
EBM Managed Services
Athens, GA
12.2021 - 02.2023
- Company Overview: Hybrid Athens GA
- Supervised a team of five recruiters across multiple states, maintaining a robust talent pipeline
- Implemented Bullhorn CRM, optimizing the recruitment process and replacing legacy systems
- Managed pre-employment processes, including background checks, drug testing, and onboarding for eight companies
- Handled sensitive information with strict adherence to HIPAA and FMLA regulationsLed HR operations, driving efficiency through CRM implementation and streamlining pre-employment processes for multiple companies, ensuring regulatory compliance
- Hybrid Athens GA
Staffing Coordinator
Intuition Employment
Commerce, GA
03.2021 - 12.2021
- Assisted in onboarding new hires, facilitating a smooth transition into their roles and supporting employee retention efforts.
- Increased client satisfaction by maintaining thorough knowledge of client needs and matching suitable candidates for open positions.
- Developed and facilitated new-hire orientations.
- Conducted comprehensive interviews, assessing candidate skills and cultural fit for successful placements.
- Collaborated with hiring managers to understand specific position requirements and develop tailored recruitment strategies.
- Managed applicant tracking system (ATS) database by entering, updating and maintaining candidate contact details, resumes, and supporting documentation.
- Coordinated background checks, reference evaluations, and drug screenings as part of due diligence for successful placements.
Administrative Assistant
JBSA Lackland AFB
San Antonio, TX
04.2015 - 11.2016
- Supervise and support a team of consumer service agents, promoting high performance, job satisfaction, and staff development through ongoing coaching and feedback.
- Deliver responsive, empathetic, and effective customer service, ensuring clients' inquiries, requests, and complaints are resolved professionally.
- Support New York's Consumer Directed Personal Assistance Program (CDPAP), empowering individuals with disabilities and chronic conditions to self-direct their care at home.
- Drive the successful delivery of culturally competent and disability-aware services as part of PPL's statewide role as Fiscal Intermediary for CDPAP.
- Monitor team performance against KPIs, identify areas for improvement, and ensure alignment with service quality standards.
- Collaborate with cross-functional teams (Operations, Enrollment, Compliance, etc.) to ensure a seamless experience for consumers and personal assistants.
- Contribute to a compassionate, results-oriented work culture that exceeds customer
expectations and supports New Yorkers in living happy, healthy, and independent lives. - Inbound and outbound calls to come to help register, personal assistance, consumers, and designated representatives into the CDPAP.
- Trained team members on performance metrics and consumer behavior identification.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Conducted performance reviews to identify areas for improvement, setting clear objectives for team members.
- Coordinated with IT department to ensure seamless operation of call center technologies, minimizing downtime.
- Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
- Enhanced knowledge sharing among team members through weekly meetings that included collaborative problem-solving exercises.
- Assisted employees with resolving any payroll-related issues or concerns in a timely manner, maintaining positive relationships within the organization.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
- Oversaw payroll processing tasks while maintaining accuracy and adherence to deadlines.
Education
Bachelor of Science - Human Resources Management
MyCAA- Military Spouse College
San Antonio, TX06-2015
High School Diploma -
Stone Coastal Academy
Jefferson, GA05-2007
Skills
- CRM Implementation
- Talent Acquisition
- Background Screening
- Onboarding Strategy
- Conflict Resolution
- CDPAP
- Employee Engagement
- Customer Service
- Insurance Verification
- Data Entry
- Scheduling
- Healthcare Compliance
- Patient Interaction
- HIPAA
- EMR
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Verbal and written communication
- Inbound phone calls
- Appointment scheduling
- Payment processing
- Account updating
- Technical support
- Strong leadership
- Call monitoring
- Quality assurance
- Coaching and mentoring
- Employee motivation
- Customer service focus
- Schedule coordination
- Training management
- Staffing and scheduling
Timeline
Human Resources Recruiting Coordinator
Georgia Options
05.2025 - Current
Customer Service Call Center Supervisor-Temporary
Public Partnerships, PPL
01.2025 - 05.2025
Call Center Representative
Georgia Center For Sight
05.2024 - 12.2024
Front Desk Medical Receptionist
Urgent Care of Oconee
11.2023 - 05.2024
Remote Call Center Representative
Aucera
01.2023 - 09.2024
Senior Human Resources Generalist
EBM Managed Services
12.2021 - 02.2023
Staffing Coordinator
Intuition Employment
03.2021 - 12.2021
Administrative Assistant
JBSA Lackland AFB
04.2015 - 11.2016
Bachelor of Science - Human Resources Management
MyCAA- Military Spouse College
High School Diploma -
Stone Coastal Academy