SHARLENE CLAVELLE
New Iberia,La
Summary
Skilled operations leader with proven ability to oversee call center functions. Adept at optimizing performance and driving operational efficiency. Strong focus on team collaboration, adaptable to changing needs, and reliable in achieving results. Expertise in strategic planning, process improvement, and customer service management.
Overview
21
21
years of professional experience
Work History
Director of Call Center Operations
MediTrans LLC
Lafayette, LA
01.2026 - Current
- Led call center operations, optimizing staffing and resource allocation for enhanced service delivery.
- Implemented training programs, improving agent performance and customer satisfaction scores.
- Developed strategic initiatives, driving operational efficiency and reducing average handle time.
- Analyzed call center metrics, identifying trends to inform decision-making and process improvements.
- Collaborated with cross-functional teams to enhance technology systems supporting call center functions.
- Established quality assurance protocols, ensuring compliance with industry standards and best practices.
- Spearheaded cost-reduction strategies, enhancing budget management without compromising service quality.
- Streamlined communication channels for improved customer experience and reduced response times.
- Cultivated strong relationships with clients through effective account management practices, leading to increased trust in our services as well as repeat business opportunities.
- Mentored team members through regular coaching sessions, fostering professional development and career growth opportunities within the company.
- Drove continuous improvement initiatives by analyzing key performance indicators and implementing necessary changes.
- Developed and maintained strong partnerships with key stakeholders within the organization, facilitating collaboration on projects aimed at improving call center operations while also supporting broader company goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Developed process controls and metrics for daily management of call center.
Call Center Manager
MediTrans
Lafayette, La
10.2021 - Current
- Developing objectives for the call center's day-to-day activities
- Conducting effective resource planning to maximize the productivity of resources; people, technology, etc.
- Collecting and analyzing call center statistics; sales rates, costs, customer service metrics, etc.
- Evaluate performance with key metrics; accuracy, call-waiting time, etc.
- Assume responsibility of budgeting and tracking expenses
- Hire, coach and provide training to personnel to maintain high customer service standards
- Design call center staffing plan to achieve department objectives
- Forecast and manage department's activity and productivity
- Respond to complex customer issues and formulate responses in an effective and efficient manner
- Manage customer formal complaint process
- Develop customer service standards and operating policies and procedure
Call Center Supervisor
MediTrans
Lafayette, La
05.2021 - 10.2021
- Ensures adherence to Call Center Policies and Procedures
- Ensure calls are handled efficiently, accurately, and in a timely manner
- Assists staff in resolving complaints
- Monitor personnel performance and participate in employee performance reviews
- Responsible for employee training/re-training
- Back-up for absent employees
- Work with Call Center Manager to analyze call center volume
- Communicate and coordinate with other departments to ensure a cohesive unit
- Other duties as assigned
Call Center Agent
MediTrans
Lafayette, La
11.2020 - 05.2021
- Answers phones for Medicaid eligible requests for non-emergency discharges, ride requests, and dispatch estimated time of arrivals
- Places orders in computer system
- Provides information for provider, along with projected service times
- Transfers calls to appropriate regional team members
- Identifies, researches, and resolves issues using the computer system
- Follows-up on customer inquiries not immediately resolved
- Completes call logs and reports
- Organizes, plans, and optimizes daily trip route assignments in a cost effective and efficient manner
- Provides support to other company departments and offices regarding trip assignment
- Ensures short and long range planning is performed to identify trips that require eligibility verification
- Answers telephones, handles calls, routes to appropriate individual or takes messages
- Ensures customers, vendors and employees are handled in a professional and courteous manner
- Follows company policies and procedures
- Performs other duties as assigned
Direct Support Professional
Arc of Acadiana
New Iberia, La
05.2012 - 11.2020
- Each client has an individualized service plan that each DSP will follow
- The service plans are designed to ensure quality care is provided and also promotes maximum independence for our clients based on each person's individual capabilities and supports needed
- Assisting clients with daily needs such as eating, grocery shopping, dressing, and possibly bathing
- Teaching clients functional daily living, working, and social skills
- Completing data sheets to show daily progress of client and support provided
- May require accompanying client to community events or doctors appointments
- Assisting clients with administering medication
- Ability to train and communicate effectively
- Ability to bend, stoop, carry, and lift light to moderate items
- Commitment to excellent client care
- Compassion, positive attitude, and a team player
- Being a positive role model for all clients
- Helping our clients to live in a safe healthy clean environment
Customer Service Cashier
Marshall's
Lafayette, LA
07.2005 - 08.2006
- Engage customers in a courteous, helpful and respectful manner, promptly and politely responds to customer inquiries and customer requests for support
- Process customer transactions through the register and customer service desk
- Collect and process payment from customer and enter into register (includes applying coupons, providing change and receipts)
- Package customer purchases for removal from the store (includes wrapping and bagging)
- Ensure all items intended for purchase are identified and properly scanned
- Execute activities related to store initiatives to offer customers additional products and services (i.e. special sale items, credit card applications)
- Return misplaced product, customer returns and other product gathered in the front-end to the correct location in the store
- Execute price changes and sign changes as needed
- Perform additional duties as required, but not limited to, stocking, freight processing, price changes and cart retrieval
Education
EKG Technician -
Academy of Acadiana
New Iberia, LA08-2012
High School Diploma - undefined
New Iberia Senior High
New Iberia, La05-2012
Skills
- Staff training
- Hiring oversight
- Performance optimization
- Report preparation
- Hiring and training
- Microsoft/Outlook
- Reporting and documenting
- Escalation management
- KPI tracking
- Team coaching
- Staff development
- Policy administration
- Leadership
- Timekeeping
- Workforce optimization
- Employee engagement
- Call center technologies
- Innovation and creativity
- Operations management
- Coaching and mentoring
- Customer experience
- Reporting skills
- Employee motivation
- Staff motivation
- Call monitoring
- Training management
- Document management
- Quality assurance
- Scheduling proficiency
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Critical thinking
- Active listening
Timeline
Director of Call Center Operations
MediTrans LLC
01.2026 - Current
Call Center Manager
MediTrans
10.2021 - Current
Call Center Supervisor
MediTrans
05.2021 - 10.2021
Call Center Agent
MediTrans
11.2020 - 05.2021
Direct Support Professional
Arc of Acadiana
05.2012 - 11.2020
Customer Service Cashier
Marshall's
07.2005 - 08.2006
High School Diploma - undefined
New Iberia Senior High
EKG Technician -
Academy of Acadiana