We’re thrilled to share that Lauren Mastrojohn, our Director of Client Success, has been honored with the Silver award for Customer Service Leader of the Year at the 19th annual Stevie® Awards for Sales & Customer Service!
The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development and sales professionals. The Stevie Awards organizes nine of the world’s leading business awards programs, also
including the prestigious American Business Awards® and International Business Awards®. Winning this award places Lauren among the top professionals in the BPO industry, showcasing her ability to drive innovation, optimize operations, and create lasting client success. Lauren is a problem-solving expert in contact center solutions, dedicated to optimizing operations and enhancing customer experience. When a pet recovery client transitioned to our services, limited support from the previous vendor posed challenges. Lauren took charge and ensured a seamless transition.
She partnered with the client to identify and prioritize core KPIs critical to program success, such as improving service levels, reducing escalations, and optimizing costs. She developed a comprehensive department-by-department roles and responsibilities matrix, ensuring every aspect of the launch was meticulously executed on time. Her leadership included managing internal teams to revamp training materials, refine system processes, and design tailored standard operating procedures (SOPs) to enhance overall customer experience (CX.)
Additionally, she implemented a blendshoring strategy with both our U.S. and Mexico-based contact center teams. By optimizing resources based on geography and skillset, she enabled the client to stretch their budget and allocate the targeted headcount where it was needed most.
The results of her leadership were transformative. Key performance metrics saw dramatic improvements: live agent interactions increased by 7%, voicemail usage dropped by 97%, and escalations decreased by 90%. Read more about this seamless contact center vendor transition with rapid results in our case study.
One of the Stevie® Awards judges put it best: “Lauren Mastrojohn’s leadership at Avantive Solutions is truly commendable. Her ability to navigate complex vendor transitions, optimize operations, and drive significant performance improvements—such as reducing abandoned calls from 43% to 4.6%—demonstrates her strategic expertise. Her innovative blendshoring approach and commitment to enhancing customer experience set a new industry benchmark. Congratulations on your outstanding achievements, Lauren—your dedication to operational excellence and customer satisfaction is making a remarkable impact!”
More than 2,100 nominations from organizations of all sizes and in virtually every industry, in 45 nations and territories, were considered in this year’s competition. Winners were determined by the average scores of 176 professionals worldwide on seven specialized judging committees. Entries were considered in more than 90 categories for customer service and contact center achievements, including Contact Center of the Year, Award for Innovation in Customer Service, and Customer Service Department of the Year; more than 60 categories for sales and business development achievements, ranging from Senior Sales Executive of the Year to Sales Training or Business Development Executive of the Year to Sales Department of the Year; and categories to recognize new products, services, and solution providers.
Stevie Awards president Maggie Miller stated, “The outstanding scores awarded to this year’s Stevie winners reflect the exceptional levels of achievement they demonstrate. We proudly join the judges and the entire Stevie Awards community in congratulating and celebrating the winners on their accomplishments.”
Details about the Stevie Awards for Sales & Customer Service and the list of Stevie winners in all categories are available at www.StevieAwards.com/Sales. Nominations for the 2026 competition will be accepted starting this July.
We couldn’t be prouder to have Lauren Mastrojohn on our team. Congratulations, Lauren!
At Avantive Solutions, we pride ourselves on providing strategic, results-driven contact center solutions. With leaders like Lauren, we help businesses improve their customer engagement, retention, and operational efficiency.
Partner with us and experience the expertise of an award-winning team!
