Lisa Gregovich, Mba Email & Phone Number

Irving, TX

- Increased client satisfaction survey scores (CSAT) results by 23% after developing and creating a Concierge-level team of agents that focused on providing key accounts with smoother onboarding experiences and world-class service.- Realized $500K in savings in approximately two months by collaborating with the IT team to build a knowledge-based system.

Irving, TX

- Saved $1.2M annually in service fees by effectively managing three outsourced vendors who outperformed Prime's internal contact centers.- Redesigned and implemented CSR training that resulted in best practice and earned me the SQM Award for Training and Development.- Increased STAR ratings from three to four in one year for one of the largest BCBS.

Denver, CO

- Selected and implementing a CRM system that supported and collaborated the goals of the business.- Designed a Customer Service Reference Guide to improve agent ramp time and increase client satisfaction. - Monitored accuracy, quality, and quantity of work processed by associates to determine that work performance is within department standards..

Greater Denver Area

- Recruited, hired, trained, and coached staff.- Increased phone call accuracy by 10% and saved $550K from repeat callers by creating a process, for benefit renewal season, that provided clients with conference bridge for agents to access when they had questions.- Created RFP to solicit bids from vendors for third outsource vendor.- Improved operational.

- As a direct report to the Executive Director/CEO reduced service response times by 10 minutes by recommending and implementing a new CRM system. - Implemented a program that involved presenting to nurses and why AORN membership would benefit them. This strategy increased membership from 30,000 to 42,700+ members in one year.- Administered department.

- Recruited, hired, trained, measured, coached, and engaged 250 inbound contact center agents.- Handled hundreds of escalated callers; related to services outages and billing issues.- Conducted performance reviews and recommended salary increases for all agents.- Managed fixed assets, i.e., phones, chairs, desks, computers, and other ancillary items..

Mba, Master Of Business Administration

Bachelor Of Business Administration (B.B.A.), Business Administration, Management And Operations