Luci Derosa
About Luci Derosa
Luci Derosa is the Customer Service Director at Boston Scientific Corp, with extensive experience in customer service management and project integration.
Current Position at Boston Scientific
Luci Derosa holds the title of Customer Service Director at Boston Scientific Corp. She has been in this position since she advanced from her previous role as Customer Service Manager in 2007. Based in Marlborough, Massachusetts, Luci has significantly contributed to the company's customer service operations, showcasing remarkable achievements and leadership skills.
Previous Experience
Before her current role at Boston Scientific, Luci Derosa served as the Customer Service Manager at the same company from 2001 to 2007. Additionally, she worked at AT&T Broadband/Media One as an Operations Integration Team Project Manager from 1995 to 2001. Her extensive experience in customer service and project management has been pivotal in her professional journey.
Educational Background
Luci Derosa pursued her education at Cambridge College, where she studied Business Administration and Management. She achieved her Master’s degree in this field from 1999 to 2001. She also studied at Cambridge College from 1990 to 1992, solidifying her foundation in business management principles and practices.
Major Achievements
During her tenure, Luci Derosa has implemented value improvement programs that resulted in annual savings of 5%. She also achieved a 99.99% average answer rate in customer service operations, illustrating her commitment to excellence. As the Global Leader for the Customer Service Council at Boston Scientific, Luci has driven significant projects, including clinical insourcing, PCI compliance, and eCommerce initiatives. Her expertise in eCommerce has led to a resource reduction and cost savings of over $10 million.
Key Contributions and Leadership
Luci Derosa has made substantial contributions to Boston Scientific's customer service operations. She successfully reduced headcount by 38% through lean methodologies and staffing optimization. Luci also created an outbound calling center that generated $2.2 million in revenue. Additionally, her participation in the Steering Committee facilitated critical projects that enhanced operational efficiency and customer satisfaction.