Barry Lynch Email and Phone Number

* Leading Regional Enterprise/B2B SaaS Support teams for EMEA & LATAM* Providing Product Support for Sales Navigator and Sales Insights* Language support across French, German, Dutch, Spanish, Italian & Portuguese* Cross-functional engagement with Sales teams* Driving new standards in Operational Excellence, Talent Development and Diversity, Inclusion & Belonging (DIBs)

Creator and Lecturer of Professional Diploma in Supervisory ManagementLecturer of Professional Diploma in Office Administration

Responsible for overall leadership and operations of the physical Customer Support sites in Cork, Edinburgh and the virtual Customer Support sites of work-from-home employees across Ireland and the UK.Responsible for setting the vision and direction for physical and virtual sites by driving continuous innovation and creating a great working environment for our employees. Leading a large team of over 1000 direct and indirect reports to improve the customer experience and increase employee engagement, providing the overall leadership, direction, and operational guidance for Amazon's Customer Service teams.* Lead and manage a team of 600 direct report associates, team managers and group managers in addition to supporting a wider indirect team of over 1000.* Ensure delivery of required staffing levels* Ensure high quality and productivity within the Customer Service Centers* Carry out responsibilities such as interviewing, training and motivating employees; planning, assigning and directing work; rewarding and developing employees; and effective conflict resolution* Participate in or lead EU or World Wide improvement projects, involving high level interaction with international teams* Manage the career growth and development of the Operations Management team by driving focus on Amazon’s Core Values and Leadership PrinciplesSite Management* This is a senior-level management position that is fully accountable for the results and performance of the customer service centers and has the ability to drive process improvements and keep pace with our growth while motivating others to meet the challenges of an deadline-driven environment* Implement, change, or develop new processes as necessary to provide the ability to better direct multiple queues* Develop and achieve performance goals and objectives in order to achieve customer promise expectations.* Develop strategies and programs which improve the competitive position and profitability of the organization

o Leading a team of 4 Group Managers, each of them responsible for 4-6 CS Team Managers, supporting 500 customer-facing associates. The team is split across two sites, one in Cork and one virtual site across Ireland and the UKo Manages a specialised operation with teams that support GDPR compliance, B2B support, advanced payment support, account takeover support and account closures.o Manage and drive staffing plans, schedules, quality initiatives, process change initiatives, and other Change/ Six Sigma initiativeso Ensures the Operations Team is meeting quality and productivity goals o Ensures compliance to operational processes and policieso Leads diversity & inclusion activities across both a virtual site and a brick & mortar siteo Builds staffing and hiring plans with the capacity planning and finance teamso Monitors actual staffing levels against plan to ensure compliance to intra-week and intra-day scheduleso Maintains great motivation levels in their group and drives engagement initiativeso Raises the bar with respect to hiring and ensuring solid succession planning for their groupo Drives operational excellence and operational efficiencyo Leads process-improvement efforts and manage the implementation of both business processes and technical solutionso Works closely with support staff (HR, finance, facilities, IT, recruitment) to build and secure support and resources for projects and initiativeso Represents the voice of the customer by appropriately escalating feedback to the relevant CS functions or other internal customers for resolutiono Works across the EU in a cross-functional environment

Initially joining Amazon as a part-time CSA for 3 months before progressing into a Team Lead role in September 2012 and into a Team Manager role in March 2014. As a TM I was responsible for:o Leading, managing and supporting a team of over 20 virtually based CSAs and 7 Coaching Leads.o Contributing to the development of processes and procedures for the successful operation of UKVCS.o Responsible for coaching processes for two CS sites.o Performance managing the team with a special focus on successfully coaching with under-performers on Performance Improvement Plans. o Developing all team members to ensure that performance targets are met and exceeded.o Recruitment within UKVCS and ORK1 CS sites for Lead roles.o High flexibility concerning new duties & challenges o Regularly provide and seek feedback, and conduct reviews with all CSA’s and Coaching Leads.o Conduct HR investigations and disciplinaries as required.o Proxy for UKVCS Operations Manager when absent and engage in network level activities.o Placed on PACE development programme for high performing L5 CS Managers.o Peak 2016 – assumed Operations Manager responsibility for UKVCS and ORK1 Retail teams.