Gretchen Lorenz
Warminster,Pennsylvania
Summary
Results-driven team player with a proven track record in team leadership, operational efficiency, and client satisfaction. Successfully enhanced service delivery and streamlined processes to achieve measurable improvements in performance and engagement.
Overview
20
20
years of professional experience
Work History
Call Qualifying Manager
Unlock
Remote
02.2019 - Current
- Supervised five dedicated call qualifiers, focusing on quality assurance and team performance and monthly deliverables.
- Enhanced client satisfaction by addressing questions and requests promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Oversee monthly budgets, forecasting, and resource allocation for optimal operational efficiency.
- Developed and implemented strategic initiatives to improve patient engagement and satisfaction.
- Analyze collected data metrics for monthly client deliverables to identify areas for improvement and drive operational excellence within marketing strategies.
- Collaborate with stakeholders to align organizational goals with client needs
Call Qualifier
Unlock/Eruptr
Remote
02.2017 - 02.2019
- Cultivated a proactive approach to tasks, ensuring reliability and commitment to objectives.
- Executed tasks efficiently in rapidly changing environments, contributing to team success and project timelines.
- Adapted to diverse work environments, effectively balancing solo tasks and group collaboration.
- Demonstrated capacity to rapidly acquire new skills and adjust to evolving environments.
Call Qualifier
Independent Contrator
Remote
04.2014 - 04.2017
Account Director
MRops
Warrington, PA
01.2013 - 04.2014
- Led strategic account management initiatives to enhance client satisfaction and retention.
- Developed comprehensive account plans aligning with client objectives and company growth strategies.
- Fostered cross-functional collaboration to streamline project delivery and improve service efficiency.
- Negotiated contracts with clients and vendors, ensuring alignment with organizational goals and compliance standards.
- Coordinated with internal teams to deliver tailored solutions that meet client-specific needs effectively.
- Established trusted relationships with key stakeholders by providing consistent communication and exceptional service throughout the account lifecycle.
Account Manager
MRops
Warrington, PA
07.2012 - 01.2013
- Oversaw team of project managers, providing guidance and training to align project outcomes with client expectations.
- Analyzed client needs and crafted targeted account strategies to support business expansion and success.
- Analyzed market trends to identify opportunities for upselling and cross-selling services.
Sr. Project Manager
MRops
Warrington, PA
07.2008 - 07.2012
- Implemented process improvements that enhanced workflow efficiency and reduced project delivery times.
- Facilitated stakeholder meetings to ensure alignment on project objectives and gather feedback for continuous improvement.
- Maintained schedules to meet key milestones at every project phase.
- Adapted quickly to unexpected challenges or obstacles encountered during project execution, devising creative solutions without compromising objectives.
- Provided outstanding service to clients through effective communication and prompt issue resolution to facilitate future business opportunities.
- Communicated project plans and progress to key stakeholders and project contributors.
- Monitored project progress, identified risks and implemented corrective measures to acquire success.
- Established and managed change management processes to fulfill successful project transitions.
- Coordinated cross-functional teams to determine timely delivery and compliance of project requirements.
Project Director
TNS Global
Horsham, PA
07.2006 - 07.2008
- Reported regularly to managers on project budget, progress, and technical problems.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Sourced, vetted and managed vendors needed to accomplish project goals.
- Verified quality of deliverables and conformance to specifications before submitting to clients.
Education
Communications
Pennsylvania State University
Happy Valley, PA05-2006
Skills
- Team leadership
- Time management
- Verbal and written communication
- Documentation and reporting
- Relationship building
- Project management
- Operations management
Timeline
Call Qualifying Manager
Unlock
02.2019 - Current
Call Qualifier
Unlock/Eruptr
02.2017 - 02.2019
Call Qualifier
Independent Contrator
04.2014 - 04.2017
Account Director
MRops
01.2013 - 04.2014
Account Manager
MRops
07.2012 - 01.2013
Sr. Project Manager
MRops
07.2008 - 07.2012
Project Director
TNS Global
07.2006 - 07.2008
Communications
Pennsylvania State University
PTA volunteer
Worked alongside our school administration and educators to foster a strong relationship between home and school. Organized numerous fundraisers raising thousands of dollars over 12 years to benefit all students and educators alike. Planned school wide events alongside other HSA members and school district administrators to ensure affordability and equity for all families.
Served as a HSA board member:
Corresponding Secretary - 2 years
Treasurer - 3.5 years
President - 3 years
Served on numerous District Advisory councils:
Parent Advisory Council - 3+ years
Planning Committee Council - 1 year
Social Studies Task Force - 1 year
PLanetarium Task Force - 1 year