Kevin Gregory Email & Phone Number

Glenside, Pa, Us

Horsham, Pa, Us

Horsham, Pa, Us

Horsham, Pa, Us

Language Services Associates (LSA) offers a full suite of language interpretation solutions to help optimize the experience of limited English proficient customers and patients. Providing native language support improves the efficiency and productivity of staff, raises customer satisfaction levels, and builds loyalty. For more than 2,000 clients worldwide, in more than 200 languages, LSA provides a competitive differentiator in the healthcare, government, financial, insurance, banking, entertainment, hospitality and manufacturing industries.• Responsible for the daily business operations and management of the 24/7/365 call center.• Direct process improvement projects to improve client satisfaction.• Drive a positive customer experience for clients • Develop and coach next level leadership• Revise and implement Specific Operating Procedures (SOPs)• Collaborate across the organization to improve customer and operational experience

Philadelphia, Pa, Us

A Leading Provider of Outsourced Services for Over 35 YearsThe MCS Group, Inc., a certified Women’s Business Enterprise, is a nationally-recognized provider of outsourcing services. For more than three decades, we have served law firms, insurance companies, corporations, government agencies and educational institutions with cutting-edge technology and a comprehensive breadth of services including records retrieval & analysis, deposition, eDiscovery, facilities management and back office solutions to help increase productivity while reducing operational costs. We are proud to say that we deliver our solutions quickly, efficiently, economically and enthusiastically. Experience MCS and Experience Excellence.

Boston, Massachusetts, Us

As a Manager, I directed strategic vision and operations supporting the North American contact center, led a team of three supervisors and 25 specialized agents, provided oversight of the Executive Escalation and Customer Satisfaction survey response programs, served on North American NPS strategy group, and oversaw quality program for 300+ domestic internal and offshore outsourced agents. A few of my key achievements include:★Designed quality audit program, restructured customer outreach, and improved workflow leading to a 57% increase in after-survey engagement and 26% improvement in customer satisfaction.★Implemented team reorganization, workflow improvements, and phone-based follow-ups leading to a 5% reduction in executive escalation resolution time. ★Launched a social media response program in partnership with marketing to improve client engagement

Boston, Massachusetts, Us

In this role, I led client service operations with a team of 34 leaders and staff supporting high value global and national accounts with revenue valued at $175M+ including design of an engagement model for specialized support. A few of my key achievements include:★Developed a strategic playbook with corresponding functional initiatives and reviewed progress during meetings delivering a 6% increase in customer satisfaction.★Revised support model to target 20% of accounts consistently appearing on aging reports, update contacts, and drive outreach achieving a reduction in outstanding accounts receivable by $7M+.

Boston, Massachusetts, Us

I spearheaded North American incident management operations by building a high-performance team, implementing Lean methodologies, conducting root cause and failure point analysis, implementing corrective actions, and facilitating huddles to promote best practices. My key achievement:★Introduced a defect elimination process model to drive process improvements resulting in a 36% decrease in reported incidents within two-years.

Boston, Massachusetts, Us

As a Senior Process Engineer, I conducted gap analysis to identify and correct operational inefficiencies, leveraged change management to develop and implement processes, and enhanced chain of custody activities. A few of my key achievements include:★Prepared 36+ documents outlining standard operating procedures.★Revised third party shipping requirements leading to a 25%+ reduction in reportable incidents.

Boston, Massachusetts, Us

Managed offsite data storage facility operations with a team of 75+ employees supporting 1.5K government agencies and major corporations including P&L, revenue optimization.

Boston, Massachusetts, Us

Oversaw data management customer base valued at $6.5M in revenue, forecasted sales, managed renewals, and prepared account plans.