Jack Lydon Email & Phone Number

Boston, MA, US

Suffield, Connecticut, United States

• Customer Service/Project manager with oversight of Statements of Work (SOW) from inception through implementation (hybrid work model).
• Led customer planning meetings including 3rd party support (Verizon, General Contractor) including summaries, action plans and identified risks.
• Oversight of project requirements (business analysis) including quality control needs and project plans - new construction and updates for communications installations.
• Provided On-Call support as needed to provide 24 x 7 support.
• Initiated process project resulting in replacement of old technical infrastructure (e.g. rewiring to fiber) and realized efficiency gains affecting company P&L.
• Led process improvement initiative to create a new customer tracking process resulting in overall better quality of information and reduced time spent on issue resolution.

Suffield, Connecticut, United States

• Accepted into accelerated Underwriting trainee program (first one done 100% remote).
• Training included learning Commercial Lines business (e.g. Business Owner's Policy - BOP, Commercial Automobile, Inland Marine, Workers' Compensation and Umbrella).
• Program including learning to develop and price individual risks, analyze loss and risk information, and recognize Underwriting "red flags" and application inconsistencies.

Manchester, Connecticut, United States

• Supervised a team of 50 employees (Full time and Temporary) across multiple work shifts.
• Process improvement initiative - developed onboarding program for all new joiners resulting in reduced learning time needed to become productive contributors.
• Identified quality control issues and streamlined daily production statistics into Power BI reports resulting in near real-time management reviews.
• Recognized employee moral concerns and initiated personal interaction (1:1’s) and daily “walk the floor” wellness and productivity checks resulting in improved quality, better employee engagement and reduced issue.

Westfield, MA

• Managed a team of 24 drivers: reviews, PTO, injuries, collisions, schedule driver training - fast paced environment.
• Track/schedule driver routes, report late deliveries including proactive actions plans to avoid in the future.
• Manage customer expectations as well as escalations and/or customer complaints.
• Provide on-time service reports and manage trends.
• Selected for Leadership Development Program.

Westfield, MA

Dudley, MA

-Assist visitors with their requests-Guidance and Event admissions-Ensure safety of students

Simsbury, CT

- Utilize standard support, troubleshooting tools and related technologies to provide issue resolution in a timely manner to Clients in the Healthcare Benefits Administration and Payment Technology industries.- Provide in-depth support interactions for for superior service delivery over the phone and through written correspondence via email regarding.