Gillian Taylor-Lynch Email and Phone Number

Assembled, developed and led a new dedicated Customer Care Team located in several locations(Toronto, Montreal, London) to service high level customers across all LOBs thus gaining back the trust of clients after inconsistent service levels during several rapid acquisitions. Cleared a backlog of over 1000 emails and maintained TAT to same day response time for all categories of inquiries and escalations.• Implemented and documented process improvements to deliver improved customer service and reduced response times to 2 business hours TAT resolution.• Developed team KPIs that enabled reporting back to customers• Created reporting for all LOBS for both internal stakeholders and customers allowing for RCA of issues and allowing for process improvements across all divisions.• Reduced inbound email and call volume by 30% from 2018 to 2020.• Drove a customer centric culture via cross training, consistent touchpoints, individual feedback and Independent Development Plans.• Liaised with all operational departments to streamline procedures, creating efficiencies and FTE savings. Total savings of 4 FTEs from 2018 to 2020.• Introduced QA processes to monitor service levels and as a basis for continual coaching.• Collaborated with Business Development on several key initiatives for new service offerings.• Trained, mentored and promoted a brand new manager and 3 team leads in the last 2 years.

• After acquisition of Hooper Holmes by Dynacare, assumed the complete general management of the Western and Ontario Region operating budget. Direct responsibility for market share and regional P&Ls. Reduced operating costs spend by 5% by containing and reducing health professional fees, courier costs and FTE count.• Developed a Customer Service framework for health professional contractors that was implemented and used nationally.

Led 6 branches from Vancouver to Ontario which included approximately 60 FTEs. Delivered exceptional customer service, contained costs (P&L), and increased market share in all regions through service excellence. Hooper Holmes had estimated 80% market share at time of acquisition by Dynacare. • Standardized procedures and training nationally by developing SOPs, Health Professional hiring and training manuals, privacy breach and incident reporting.• Mentored all Regional Managers and initiated yearly Action Plans for process and quality improvement.• Implemented eParamedical project nationally which led to improved document quality and decreased turnaround time of 3 days.• Consistently met all customer SLAs or better.• Oversaw several independent Health and Wellness Clinic projects which augmented core revenue by $1 million.