Stephanie Grgurich Email & Phone Number

Philadelphia, Pa, Us

Paris, France, Fr

With oversight of the Customer Experience Operations for Sanofi U.S Vaccines., I strategized and currently leading the Digital First strategy to drive operations optimization and advancement with a focus on creating a best-in-class omnichannel delivery experience. Accountable for Customer Centricity, Customer Service Operations, and eCommerce, I direct a team of 7 with a large indirect and third-party global team.Steering the end-to-end B2B hyper-personalized customer journeys serving major clients, I am driving the enhancement of site navigation and implementing new tools, resulting in notable YOY growth in eCommerce and site traffic.Utilizing Voice of the Customer (VoC) and quantitative/qualitative insights, our team has directed significant optimization efforts to improve the customer lifecycle experience, achieving significant improvements in CX and NPS.Leading cross-functional teams and facilitating strategic alignments, U.S. Sanofi has successfully led new product launches and product delivery while ensuring synergy with digital marketing efforts to enhance customer retention and sales adoption.

Peoria, Illinois, Us

Retained to lead the digital optimization efforts, I oversaw the Digital Experience division responsible for establishing a seamless service delivery model in addition to managing a Clinical Contact Center staffed by Registered Nurses (RNs) and a Non-Clinical Contact Center. Directing a team of 500+ employees, I oversaw omni-channel contact center operations, digital health program management, telephony support, and workforce management teams that supported patients, providers, and consumers.Recognized for my ability to advance operations, I quickly led the launch of an enterprise digital service delivery model which significantly improved productivity, standardization, and the consistency of end-user experiences. Additionally, I advocated the adoption of AI IVR and AI Chatbot platforms that resulted in enhanced customer experience and increased digital self-service options – especially during COVID with the stand-up of a digital clinical triage and virtual visit system.Navigating the pandemic within a healthcare organization, I secured a multi-million dollar contract to launch a 138-seat triage center, playing a crucial role in helping patients assess COVID-19 symptoms that provided support to multiple communities external to OSF.

Philadelphia, Pa, Us

As the Senior Director of the Onboarding Center of Excellence, I led a contact center supporting sales, service, repair, and escalations for the West Division across 13 states, leading a direct team of 8 and 550+ indirect reports. Driving a focus on the strategic vision and performance excellence, I fostered a culture that embraced continuous improvement that led to the optimization and redefining of the Quality Program and streamlining call flows to enhance customer experience.Designing and executing a transformation strategy, I targeted improvements to improve employee engagement, customer experience, and business results. This resulted in a substantial +35-point increase in customer satisfaction and a +65-point boost in employee satisfaction. Additionally, I led improved training programs and bolstered processes to achieve significant gains in first-call resolution rates.

Mclean, Va, Us

Recruited to lead the Retail & Direct Bank contact center, I managed a team of 17 and 475 customer service and chat associates. In this role, I was responsible for managing P&L, enhancing employee and customer engagement, driving operational improvements, fostering leadership development, and promoting product adoption.During my tenure, I successfully revamped operations by implementing new processes and training programs, resulting in the highest performance outcomes across KPI achievement, customer experience (NPS), and associate engagement throughout the organization. This initiative resulted in receiving the JD Power & Associates award in 2016 and 2017.Additionally, I led critical initiatives such as the Surprise and Delight program and the Customer Experience Deep Dive to understand potential pitfalls and develop proactive resolutions to promote a customer-focused operation.

Lisle, Illinois, Us

Positioned as the Director of Market Operations, I oversaw a team of 58 full and part-time employees, driving the organization’s mission of providing career success to students by providing quality, real-world degree programs with speed and flexibility. Focused on operational efficiency, strategic planning initiatives, and employee development, I successfully transformed the campus into one of the top five campuses in the organization. The business transformation was achieved by reinvigorating the unit by redesigning the mission, evaluating and aligning employees with skill sets, and coaching the team to excellence. Additionally, I focused on driving process improvements within the organization to streamline, consolidate, and reduce overhead while still achieving YOY improvements in engagement scores.Previously, Campus Director – Operations at Globe Education Network.

Bachelor Of Arts (B.A.), Business/Corporate Communications

Master Of Business Administration (M.B.A.), Business Administration And Management, General