Summary
Overview
Work History
Education
Skills
Timeline
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Merle Harden

Nashville,TN

Summary

Healthcare professional with a track record of managing patient interactions and resolving complex inquiries. Expertise in enhancing patient satisfaction through effective communication and problem-solving. Proven collaborator with adaptability to changing needs and a focus on achieving objectives.

Overview

14
14
years of professional experience

Work History

Customer Experience Associate

Magellan Healthcare
03.2025 - Current
  • Provided support to individuals navigating mental health challenges through active listening and empathy.
  • Provided empathetic guidance to clients experiencing mental health crisis, deescalating situations and connecting them with appropriate support resources.
  • Assisted in resolving customer inquiries through effective communication and problem-solving techniques.
  • Documented customer interactions accurately in CRM system for tracking and follow-up purposes.

Call Center Quality Auditor

OptumHealth
10.2021 - 02.2025
  • Conducted comprehensive audits of clinical processes to ensure compliance with organizational standards.
  • Enhanced product quality by conducting thorough audits and identifying areas for improvement.
  • Completed timely quality reports highlighting deficiencies and recommending corrective actions.

Client Account Support Specialist

Cigna
10.2016 - 07.2021
  • Provided exceptional customer service, consistently exceeding client expectations and building long-lasting relationships.
  • Improved overall efficiency within the team by sharing best practices for account management techniques and tools used in daily tasks.
  • Proactively identified potential problems or challenges faced by clients, offering solutions before they escalated into larger issues.


Customer Service Lead

Asurion
07.2011 - 07.2016
  • Led customer service team to enhance client satisfaction through effective problem resolution.
  • Mentored team members, promoting professional growth and enhancing team performance standards.
  • Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.

Education

Bachelor of Science - Management Information Systems

Tennessee State University
Nashville, TN

Skills

  • Proficient in Microsoft Office Suite
  • Proficient in CRM systems
  • SQL data analysis
  • Zendesk support expertise
  • Proficient in EMR systems
  • Genesys platform expertise

Timeline

Customer Experience Associate

Magellan Healthcare
03.2025 - Current

Call Center Quality Auditor

OptumHealth
10.2021 - 02.2025

Client Account Support Specialist

Cigna
10.2016 - 07.2021

Customer Service Lead

Asurion
07.2011 - 07.2016

Bachelor of Science - Management Information Systems

Tennessee State University

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Merle Harden