Lisa Cary
Director, Customer Care at CareSource
- Role
- Director, Customer Care at CareSource
- Location
- Dayton, OH, US
- LinkedIn followers
- 500 followers
Experience
Director, Customer Care
Mar 2019 — Present
Aligned culture, leadership, and processes across multiple call centers, eliminating redundancies and reducing cost per call. • Partnered with internal stakeholders to streamline and improve member facing processes, resulting in improved First Call Resolution and Customer Satisfaction metrics. • Leveraged predictive analytics to design interventions to prevent member abrasion, disenrollment. • Drove employee engagement through creation of career path for call center specialists. • Developed virtual employee model, allowing for hiring flexibility and improving employee satisfaction.
Education
University of Cincinnati
Public Administration
1995 — 1997
University of Dayton
Master of Business Administration (M.B.A.)
2014 — 2017
Indiana University Bloomington
Bachelor of Arts (BA), Political Science and Government
1991 — 1995
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