Hi! I’m Clementino Ace Dulguime, a highly motivated and results-oriented Team Leader/Supervisor with nearly 3 years of experience in the healthcare BPO industry, specializing in the UnitedHealthcare (UHC) account.
For the past 2 years, I’ve led a team of 10+ agents, handling a wide range of medical insurance concerns including billing, claims, prior authorizations, provider support, eligibility, prescription issues, HIPAA and web tech support. I’m passionate about driving performance, improving quality, and creating a positive team culture that delivers results.
My responsibilities include:
- Supervising daily team operations and ensuring adherence to UHC standards.
- Conducting quality audits, real-time coaching, and feedback sessions
- Developing strategies and action plans to consistently meet or exceed monthly KPIs
- Handling first-level escalations with empathy and resolution-focused communication
- Collaborating with QA, training, and workforce teams to optimize workflow and team performance
Tools/Platforms I’ve worked with:
- Genesys, Citrix, Outlook, MS Teams, Facets, Avaya, VCC
Key Achievements:
- Reduced Average Handle Time (AHT) through targeted coaching and time management
- Awarded Best Supervisor
- Maintained high QA scores and full task compliance
- Known for strong attendance, leadership presence, and commitment to continuous improvement
I take pride in being a strong communicator, proactive problem solver, and team player, and I’m now looking for a full-time remote opportunity where I can contribute my skills, leadership experience, and healthcare knowledge to help your company succeed.
Let’s connect if you’re looking for a dedicated and experienced Team Leader/Supervisor who knows how to build high-performing teams and deliver top-quality service in the healthcare space!
