Eric Ognjanovic Email & Phone Number

Ontario, Canada

• Looked upon as subject matter expert in completing complex insurance policies while providing coaching to employees and process improvements to the business.
• Worked with Capgemini Canada Information Technology team to complete user acceptance testing on new software for leading insurance client to transition 100% of client’s the New Operations Business to Capgemini Canada.
• Drafted hundreds of correspondences to clients, internal stakeholders and updated standard operating procedures of processes and use of software saving thousands of dollars.
• Created process improvements that saved Capgemini’s client tens of thousands of dollars in lost business while increasing productivity on the team.
• Processed 9,643 new Life Insurance policies providing Capgemini’s prominent Canadian insurance client with $12,015,182.38 in Gross Annual Premiums (GAP) and 4,030 Living Benefits policies with an additional.
• Excelled in maintaining 98% quality in processing policies in the midst of over 58 process changes that occurred within New Business Operations at Capgemini.

Markham, Ontario

• Trained and coached employees for collection, renewal, and retention activities, along with providing mid-year and year end performance reviews.
• Participated in interviews and provided recommendations for hiring along with facilitating new employee on-boarding.
• Optimized workload assignment to ensure individual and team objectives were met.
• Accurately provided weekly and monthly collections and retention reporting for the Business
• Provided inside sales negotiation for both new and renewal customers. Sold close to $1.2 million of energy commodity margin for the business from 2013 to April 2015.
• Effectively managed internal collection and retention files and provided files to third party collectors and/or legal action against delinquent customers.

Toronto, Canada Area

• Responsible for assisting 400 natural gas and 2,100 electricity corporate clients across Canada for all energy requirements.
• Prevented negative impacts from customer commodity contract cancellations of $9 million from January 2011 to February 2013.
• From January 2011 to February 2013, recovered $2 million in cancellation losses through contract reinstatements and payments through customer negotiations.
• Effectively trained and coached 5 employees on job duties, systems, and company requirements.
• Responsible for resolving energy regulatory complaints while adhering to government regulations, saving the company millions of dollars per year in potential lawsuits.
• Resolved disputes brought forth by our client’s Chief Executive/Financial Officers, Presidents, Vice Presidents, and Directors for contract and billing issues.

Toronto, Canada Area

• Answered inbound inquires from customers across North America to resolve outstanding issues, by troubleshooting problems using PhonePRO and dispute resolution skills.
• Processed credit card payments on accounts, provided account updates to customers, and resolved accounting issues for all billing problems.
• Saved customers from canceling their account and generated further sales by up selling.
• Consistently received 98 percent average on call monitoring scores, and exceeded expectations for call handling, and not ready time while on the telephone queue.
• Provided subject expertise in customer service and complaint handling processes for the implementation of Direct Energy’s new complaint handling computer program.
• Took initiative in resolving escalated complaints for management, and provided consultation to the Office of the President for high profile complaints.