Shelle Hughes

Provide empathetic inbound support resolving claims, billing, prior authorizations and benefits; manage cases end-to-end to reduce member effort while ensuring HIPAA-compliant documentation.

Supervised high-conflict family visitations and standardized visitation procedures, producing detailed observation reports for legal and therapeutic use while ensuring safety and compliance.

Designed and delivered English curricula for primary students, improving language proficiency and critical thinking through assessments and individualized learning plans.

Managed daily call center operations for utility customers, met AHT/KPI targets, coordinated emergency assistance and processed Emergency Assistance Program applications while maintaining regulatory compliance.

Supervised remote teams supporting federal disaster loan applications during COVID-19 relief, trained staff on CRM and federal compliance, and developed knowledge guides that reduced onboarding time.

Led a remote support team for TurboTax, monitored performance metrics, conducted real-time coaching and quality assurance, and implemented feedback loops to improve response accuracy.

Led a retention team for mobile, internet, and cable services, resolved escalated fraud and technical cases, trained hires on retention strategies, and consistently exceeded retention goals.

Supervised front-end operations and inventory control, managed staffing and schedules, ensured accurate cash reconciliation and improved invoice processing accuracy.

Oversaw retail operations, trained sales associates on POS and merchandising, and led customer engagement strategies that increased upsells and repeat visits.

Associate of Liberal Arts covering general liberal arts coursework and foundational studies.