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 $5,820,196.67 in GAP.• Excelled in maintaining 98% quality in processing policies in the midst of over 58 process changes that occurred within New Business Operations at Capgemini.• Quality checked Universal Life Policies by ensuring all tax, illustrations, and investment allocations are all correct on the contract prior to client signing.• Corrected Underwriter and Case Coordinator’s errors on new insurance policies prior to the sales team and brokers finalizing insurance contracts with clients.Accomplishments as Senior Associate:• Member of the team that helped obtain 100% of all new business transactions previously processed by the prominent insurance client’s New Business Operations to Capgemini that generated hundreds of thousands of dollars in additional revenue.• Employee of the month for September 2017, and recognized in the Summer of 2017 by Capgemini’s client for completing a complex corporate insurance policy garnering $60,000 in premiums.

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.• Managed third party collection vendor along with payments to vendor for services to ensure payments were received.• Performed and implemented process improvements for collections and retention.Negotiated reinstatements of energy supply with customers to recoup over $5 million losses from March 2013 to April 2015.• Created legal written correspondences to resolve disputes brought forth by client’s solicitors and attended settlement conferences and/or claims court litigations.• Managed collections aged receivables for Canada West energy markets bringing in over $28 million for the company from March 2013 to April 2015. Accomplishments as Lead Customer Retention Specialist: Successfully transitioned the Canadian Business Operations to Tulsa Oklahoma office by training 8 employees on Customer Care, Collections and Retention activities along with documenting processes for each job function saving the company tens of thousands of dollars during the transition.

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. • Provided call metric reporting to senior management for the Customer Care team.• Introduced save the sale calculator for customer retention to improve Direct Energy’s net promoter score with our customers saving approximately $200,000.• Explained complex electricity charges, credits, and duplicate billing issues to clients.• Resolved HVAC and building automation servicing complaints for key accounts. Accomplishments as Lead Direct Care Specialist:• For March 2012, recipient of Positively Charged awarded for work on litigation resolutions during court proceedings along with settlement conferences in matters of energy contract disputes.• In 2011, nomination runner up bestowed to for the Chief Executive Platinum Award in the Being Direct category for helping to collect $20,153,000 from customer contract terminations.• June 2011, the Positively Charged Award was awarded in assisting the Canadian Business Transition team by saving the company $1.1 million annually where Eric worked to transition the Western Canadian vendor operations to Direct Energy’s Toronto head office.

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. • Used multi-tasking skills within a fast paced environment, by updating notations on accounts, while speaking with customers on the telephone simultaneously. Accomplishments as Customer Solutions Administrator:• With a team of developers, I was able to help test and implement an entire complaint management program for efficient complaint turnaround and easier complaint reporting.• In 2003, the Chief Executive Platinum Award in the Passion for Customer category was awarded to Eric for excellence in resolving regulatory disputes, which saved millions of dollars in potential customer revenue loss and government fines. Deryk King, Chief Executive Officer bestowed the award for excellence.