Lori Lea Email & Phone Number

Greater Omaha Area

- Responsible for leading portions of departmental regulatory review and analysis, external audits and accreditation processes- Participates in committee review meetings within the Commercial, Medicare, Medicaid and Health Insurance Marketplace for the assigned department - Responsible for being the primary point of contact for new internal and external businesspartners with regard to related regulatory activity and quality efforts involving utilization and/or medication therapy management, client delegation agreements and accreditation entities- SOP development and maintenance- Development and maintenance of audit protocols

· Facilitate employee achievement of quality performance and career goals through coaching and mentoring.· Assisted in development & implementation of best practices for Contact Center operations.

· Developed, coordinated, and documented work permits process to hire expatriates for two-year contracts.· Interface with Fortune 500 clients to communicate all aspects of marketing programs including telemarketing initiatives.· Direct all client service activities including relationship development, client consultations, quality assurance, staff oversight, and corporate policy compliance.· Contribute to budget management by improving expense controls, implementing cost savings measures, budgeting projects, assisting with budget preparation and monitoring, and reviewing account profitability.· Facilitate employee achievement of quality performance and career goals through coaching and mentoring.

· Won back $1.5M in client business with company’s only Fortune 500 client through prior relationship at SITEL and by establishing standard processes for new company.· Identified and implemented processes and procedures for quality and client services departments.· Assisted in implementation of best practices for operations, training, and human resources.· Generated $2M and grew client base from 1 to 35 for company within 1 year.· Assisted in securing $5M+ partnership agreement with West Corporation.Ensured adequate marketing and quality support for multiple clients through personnel oversight, client services and quality management, and marketing initiative coordination.

· Established Tier I and Tier II sales program resulting in several large deals including $1M deal.· Identified and recovered 100% of revenue loss (~$40K) from predecessor’s billing error, and eliminated all future losses.· Coordinated, negotiated, and implemented marketing initiatives for Fortune 500 clients.· Managed team of 6 account managers and 3 account assistants, $120M revenue.

· Spearheaded team project to build full-service customer service application for Fortune 500 client encompassing interface between client’s database, fulfillment database, and internal database resulting in $2M in annual corporate revenue and $5M in annual client savings.

· Played vital role in formulating process documentation, flow, and matrix for pricing and staffing guidelines, HR procedures, and account management service standards.· Held full management responsibility for 14 Fortune 500 client accounts with combined annual revenues of $5M+.· Provided personnel oversight for five account executives and four account assistants.

· Achieved combined revenues of $5M as manager of inbound team.