Shalleece Clegg
Salt Lake Valley
Summary
Results-driven leader with a strong background in overseeing teams and enhancing operational efficiency. Proven track record in developing training programs and implementing service protocols that lead to improved performance metrics and customer satisfaction. Adept at data analysis to support strategic initiatives and build effective cross-functional collaborations.
Overview
10
10
years of professional experience
Work History
Provider Data Analyst
UnitedHealth Group
11.2025 - Current
- Analyzed provider data for accuracy and compliance with regulatory standards.
- Reviewed and updated provider information in centralized databases.
- Collaborated with cross-functional teams to resolve data discrepancies effectively.
- Ensured timely processing of provider enrollment applications and terminations.
- Developed reports on provider demographics, utilization patterns, and related metrics.
- Researched complex issues concerning provider eligibility verification and credentialing contracts.
Customer Service Lead
Optum Financial
10.2024 - 11.2025
- Supervised 15-20 customer service representatives to achieve performance targets.
- Generated and analyzed statistical reports, presenting insights weekly to improve decision-making.
- Conducted regular one-on-one meetings with customer service reps to coach on performance, policies, and procedures.
- Mentored new hires by developing training materials focused on service quality and team performance.
- Handled escalated customer complaints with professionalism.
- Implemented new service protocols to enhance customer satisfaction metrics.
- Monitored performance metrics to identify improvement areas.
- Collaborated with upper management on departmental initiatives to drive improvements.
Customer Service Rep Sr
Optum Financial
07.2024 - 10.2024
- Assisted clients by addressing inquiries about financial services and products.
- Developed strong relationships with customers through personalized support and assistance.
- Educated clients on digital tools for efficient account management.
- Maintained professionalism while working with distressed members to ensure a positive experience.
- Resolved customer issues using effective communication and problem-solving skills.
- Collaborated with team to foster a welcoming environment, achieving performance goals.
- Remained calm in stressful circumstances, effectively diffusing tense situations.
Operations Service Specialist
Select Health
06.2022 - 05.2024
- Developed and led multiple new hire and developmental trainings.
- Collaborated with cross-functional teams to improve service delivery across multiple projects.
- Organized weekly and monthly team meetings and presented updates to maintain team alignment and motivation.
- Supervised daily operations of customer service team.
- Monitored performance metrics to identify areas for improvement.
- Implemented new service protocols.
- Coached front-line team members in problem resolution and customer satisfaction strategies.
Parent Teacher Organization President
PTA of Utah
09.2016 - 05.2023
- Previous president of local elementary school PTA, overseeing all organizational activities and initiatives.
- Led monthly meetings to align on school initiatives and strengthen community engagement.
- Organized and executed fundraising events, raising funds for school initiatives.
- Coordinated volunteer activities, increasing school community involvement and support.
- Collaborated with teachers and parents to address student needs.
- Facilitated communication among parents, teachers, and administrators.
- Managed budget, ensuring appropriate and efficient allocation of funds.
- Engaged in strategic planning sessions to establish long-term goals for organizational success.
Education
Associate of Science - Biology
Salt Lake Community College
Salt Lake City, UTLIcensed - Certified Nursing Assistant
Salt Lake Community College
Salt Lake City, UTLicensed - Utah Loan Originator
DRE Mortgage
UtahSkills
- Statistical reporting
- Service improvement
- Staff development
- Project planning
- Budget management
- Data analysis
- Cross-functional collaboration
- Training and development
- Business and operations analysis
- Data reporting
- Performance management
Timeline
Provider Data Analyst
UnitedHealth Group
11.2025 - Current
Customer Service Lead
Optum Financial
10.2024 - 11.2025
Customer Service Rep Sr
Optum Financial
07.2024 - 10.2024
Operations Service Specialist
Select Health
06.2022 - 05.2024
Parent Teacher Organization President
PTA of Utah
09.2016 - 05.2023
Associate of Science - Biology
Salt Lake Community College
LIcensed - Certified Nursing Assistant
Salt Lake Community College
Licensed - Utah Loan Originator
DRE Mortgage