Liz Jacobucci Email & Phone Number

Miramar, Florida

Established a quality structure around a virtual customer service environment complete with standards, expectations and monitors for results; analyze error reports and group metrics to target key areas for improvement; conduct Town Hall meetings with Customer Service Agents to show opportunities for improvement and new processes; advise other QA supervisors on coaching and mentoring; conduct quality reviews and one on one interactions with agents; manage the day to day operations of the virtual chat rooms in assisting virtual agents to meet customer needs.

Louisville, Kentucky Area

Oversight for the large and small group insurance medical benefit programs; trained sales staff on the program specific benefits; Managed 2 teams of individuals - One group consisted of 12 in Louisville, KY and the other group consisted of 10 in Green Bay, WI. Oversight included the development of the products, to building the products in the claims system to the marketing materials and implementation.

Greater Chicago Area

Developed and managed a product intelligence department; established a RFP process and set up a database of information used in the RFP process; Oversight of all marketing related activities in the Chicago market for both large and small group business including but not limited to Broker meetings, conferences, product launches etc. Conduct Data analysis and product research for large group clients and completed special projects for the President of the Chicago market.