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 that allowed easy access to information related to their client’s various benefit information.- Enhanced Glint (employee satisfaction) scores by 8% and client satisfaction scores by 6% by creating a system to capture agent feedback related to systems, processes, or client concerns.- Earned SQM award for developing innovative CSR training, which increased retention-rate by 10%, and increasing member satisfaction by 8%. - Increased client retention by 11% by establishing a Client Consortium to allow multiple clients to give their thoughts, feedback, and ideas on our services.- Collaborated with IT to plan, design, develop, test, and implement new technology or improve existing technology.

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 clients by creating new processes and SOP's that resulted in increased member satisfaction.- Increased profits by 7% by reducing operational costs and renegotiating vendor contracts.- Managed a team of 750 – 1,000 customer service agents; depending on seasonal activity.

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.- Participated in semi-annual performance reviews, including recommendations for hiring, disciplinary action, and promotion of associates within the group.- Organized outbound calling efforts relating to cash management, distribution/loan processing, compliance testing, plan funding, and special projects.- Developed a knowledge-base system to house ePS policies and procedures. - Created and measured key performance indicators (KPI) and presented results via quarterly business reviews with our clients.- Developed and proposed new ideas to continually improve client satisfaction and ensure that our client's expectations remain highly differentiated and 'best in class.' - Recommended strategic changes to client service level agreements (SLA) and made ongoing refinements to ensure each platform met the client's needs.- Strategically planned/executed campaigns to maximize customer satisfaction and strive for a higher customer retention level.- Managed and directed all aspects of incoming call center operations. - Provide executive level support for on-site client visits by presenting data, reviewing strategic initiatives, and reviewing client concerns.- Prepared budgets, reports, and data analysis.

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 excellence by collaborating with internal departments and implementing new processes that enhanced agent response time, supported company goals and increased client satisfaction.

- 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 budget.- Led strategic team to create/review new product and service offerings and presented to Board of Directors, which involved revamping our payment software and updating nursing CEU program these changes increased revenue by $430K. - Motivated CSRs by creating and adding structure and guidelines; tied performance reviews to service standards, with monitoring to ensure appropriate call handling. - Recognized top performers using contests and awards.- Cut headcount by eliminating inefficiencies, analyzing workflow.- Reorganizing department; this saved significant overtime costs ($50K) by creating organizational procedures/ guidelines eliminating overtime.

- 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. - Created the contact center budget of $550K, and successfully stayed within that budget.

Mba, Master Of Business Administration

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