Elaina Ferguson Email & Phone Number

Greater Detroit Area

http://www.imsymposium2016.comBlue Cross® Blue Shield® of Michigan is hosting the Information Management (IM) Symposium 2016 in Detroit, Michigan from Sept. 25 through 28. This year’s symposium provides an unparalleled opportunity to connect with hundreds of IT professionals representing Blues Plans from all over the nation.This annual event presented and hosted by IT professionals provides Blue Cross and Blue Shield business and technical representatives the opportunity to network and exchange best practices and innovations in the field of information management, information architecture, data warehousing, business intelligence, informatics, and analytics with the end result of delivering actionable business value to the Plans through the power of information assets.

Appointed commissioner of the Recreation and Park Department with a primary responsibility of being a part of the policy-making body to establish the policies by which the Recreation and Park Department operates. Responsible for ensuring the Macomb county area has program alternatives that result in great recreational opportunities that are affordable, stimulating, comprehensive and that enhance the quality of life for residents and visitors of southeast Michigan through recreation, enrichment, fitness, athletics, cultural arts, conservation, preservation and general open space use.

Led the redesign of the claims service center and Chicago Motor Club to reach a top 10 rating in customer satisfaction within the first three years by analyzing the impacts of processes to systems, product lines, and finance and came up with solutions to improve business performance objectives and metrics to achieve the following:• Created first call resolution strategies that significantly reduced call volume, and increased member satisfaction. • Led redesign of workforce management systems and strategies to increase SLA’s, customer satisfaction and productivity while streamlining staffing requirements.o Reduced caller wait times from upward of 45 minutes to 32 second average, with 90% of calls answered within 20 seconds. Reduced inquiry resolution time from 27 days to eight days.o Increased workload by 22% while decreasing staff over 20%. Trained leaders in change management, customer satisfaction, leadership, and staff development techniques. • Forecasted long-term/short-term workload, scheduling CSR capacities to achieve operational targets and service level agreements.• Restored and refined processes by leading workshops with value stream mapping for the Customer Service and Claim areas. Identified opportunities for both systemic and short and long term improvements.

Responsible for the day to day operations of a 24/7 contact center. Created forecasts, work plans, and hired and trained staff for a multi-site, multi-skill, and multi-vendor operation. Managed the day to day production and developed organizational business policies with a team of 13 direct reports.• Launched two multi-skill contact centers moving one to being among three AAA automotive insurers nationwide to receive above average ratings. • Understand frontline call center challenges in order to provide proactive, solutions-oriented support to gather and analyze relevant data and identify, initiate and oversee opportunities that maintained continuity in accomplishing the sales and membership growth goals set forth by the company ultimately realizing a membership of 50 million. • Liaison for real time, daily, weekly, monthly and yearly financial, call volume and staffing forecasts for internal and external operations in the sales and service departments.

Master Of Science - Ms, Human Resources Management/Personnel Administration, General

Education record

Bachelor'S Degree, Management Information Systems, General