Greg Nagengast Email & Phone Number

Annapolis, Maryland

•Led a Medicaid National Contact Center with three virtual sites (Virginia, Florida and Tennessee) with over 600 Associates servicing over 6 million contacts per year. •Responsibility for Workforce Planning, Site Selection, Implementations, New Markets, Inbound Calls, Outbound Welcome Calls and Early Case Finding Calls.•Implemented and led a Medicaid National Call Center in Tampa with 200 Associates servicing over 1.5 million calls per year. Responsible for Member and Provider Services, Medical Management Authorization Pre-certification and Nurse Help Line.•Excessive expertise in Business Resumption and Continuity Planning in a Virtual Routing environment. Successfully implemented Business Continuity and Recovery Plan for weather incidents in Tampa and Virginia Beach, VA with uninterrupted service to the customer.•Project management expertise and proficiency in coordinating delivery through the health plan and partner groups.

•Led and motivated a group of over 250 Telephone Bankers and 16 to 20 Managers into the most successful mass market group within National Telephone Banking based on service, quality, and sales criteria. The call center market includes consumer, premier clients and small business ($1-5 million) and receives over 12 million calls a year.•Bank One National Sales Production "Best of the Best" Winner 2001, President's Club Member (Commitment To Excellence participant) 1998 and 1999.•Strong focus on quality customer service and retention drivers while implementing and maintaining the sales process to ensure the correct balance of sales and service for our customers.

*Banking Center Manager, Aug 1993 to Oct 1996*Assistant Banking Center Manager, June 1992 to August 1993*Branch Supervisor, Oct 1989 to June 1992*Head Teller, Aug 1988 to Oct 1989*Senior Teller, Dec 1987 to Aug 1988*New Accounts Representative, Aug 1996 to Dec 1987