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Melanie Duclos is a seasoned professional in call center operations and management with extensive experience across multiple organizations. Currently serving as Sr. Manager of Call Center Operations at GoldenCare USA since June 2020, Melanie has demonstrated expertise in performance reviews and the development of dashboards and KPIs for business performance enhancement. Prior to this role, Melanie was the Manager of Intake at ActivStyle, where a 60% increase in department production was achieved through effective communication and leadership. At UnitedHealth Group, Melanie held the position of Senior Operations Manager, overseeing operations and financial accountability across various departments. Additional experience includes roles as Account Manager at both PharMerica and Express Scripts, focusing on customer issue resolution and strategic cost management. Melanie has also held positions in quality assurance and employee development within call center environments.