Lauren Marinkovic Email & Phone Number

Tampa, Fl, Us

Chicago, Illinois, United States

- Establish Tier 2 Support Services strategies, oversee adherence to operational protocols, and streamline "first contact resolution"- Ensure seamless delivery of services, issue reporting, tracking and resolution - Partner with senior leadership to communicate company objectives, initiatives that enable the organization to support employees, members, and enhance Member Experience/Retention

Chicago, Illinois, United States

- Lead a geographically dispersed team of 35+ employees, maintaining a track record of excellence in people management, including mentoring, hiring, training, and onboarding team members.- Effectively communicate with both internal and external stakeholders to clearly articulate ideas, and build strong relationships with clients, executive leaders, and cross-functional teams.- Use leadership skills to effectively manage relationships, navigate challenges and data to present information and influence decision-making. - Act as advisor and Livongo product subject matter expert to develop strategies to meet client needs and drive success.- Manage process improvement projects and directly support end-to-end implementation of system enhancements using JIRA and Salesforce. - Partner with teams to develop an upselling process for member operations to drive additional revenue within chronic care programs.

Chicago, Illinois, United States

- Managed and lead complaint classification, investigation, reporting, issue resolution, and Post Market Surveillance Systems for a team of 18 Member Quality Specialists. - Managed implementation of a new CRM (Salesforce & Compliance Quest) including requirement gathering, process building, QA testing, and training. - Implemented a plan to eliminate backlog of over 20k open complaints, reduce handle time from by 46%Developed an organizational structure for the Member Quality department.

Greater Chicago Area

- Coached, mentored, and motivated a team of 14 Member Quality Specialists that investigated over 2000 complaints per month.- Facilitated complaint training for new hires across all Livongo programs and products.- Collaborated cross functionally to develop best practices and scoring criteria to measure quality assurance. - Represented complaint handling process to third-party regulatory agencies during audits.

Greater Chicago Area

- Collaborated cross functionally to lead a team of contractors to eliminate a backlog of 5000 complaints.- Interacted directly with Livongo members, providing exceptional customer service support via phone and email.- Arranged and led weekly Member Quality Team meetings to improve communication and processes. - Developed a close relationship with third party call center to improve Quality Assurance scores, develop comprehensive training, and improve complaint documentation.

Greater Chicago Area

- Reviewed and processed 400 member complaints per month. - Interacted with members directly to troubleshoot product complaints for timely resolution. - Developed call scripts and standard e-mail replies to increase productivity. - Assisted members with registering for the Livongo Program, reviewing program features and the device in English and Spanish.

Zapopan Area, Mexico

- Developed effective rapport with students, families and colleagues of diverse backgrounds leading to 100% success of student advancement to next grade level- Achieved maximum results through identification of and sensitivity to students’ learning styles, strengths, and weaknesses to acquire English fluency in a cross-cultural learning environment

Prosecuting Attorney'S Office, Kalamazoo Mi

- Served as a liaison between local law enforcement, Child Protective Services and the public- Assisted attorneys and prepared juvenile delinquency charging requests- Created/maintained filing system for Neglect/Abuse cases

Prosecuting Attorney'S Office, Kalamazoo Mi

- Collected client data and conducted intake interviews to initiate new child support cases - Interpreted and translated for Spanish speaking clients. - Investigated the location of absent parents to determine how to execute proper service of process. - Worked closely with the Department of Human Services to ensure clients remained eligible for public assistance benefits.- Completed certification from DNA Diagnostics Center and collected genetic samples required for Paternity testing.

Prosecuting Attorney'S Office, Kalamazoo Mi

- Demonstrated effective multi-tasking skills by assisting clients in office, filing cases, and answering phone calls- Filed local and interstate child support cases with the court clerk on a weekly basis - Maintained filing system and ensured legal documents were updated

Tefl Certificate

• Completed four weeks (140 hours) of intensive course curriculum – including ten hours of observed teaching practice with students.

Education record

Completed eight weeks of courses in Spanish including conversation, grammar and culture.

Bachelor Of Arts (B.A.), Spanish Language

Activities and Societies: Phi Beta Kappa, National Society of Collegiate ScholarsStudies included completion of 2 semesters of study.