John Lynn Email & Phone Number

Washington, Dc, Us

Vancouver, British Columbia, Ca

Develop and maintain relationships with clients in the communication and media industry, including television, wireless carrier, and internet service providers. Identify and pursue new business opportunities within existing business units and in new units, including proposing IT solutions, Digital Solution services, and Customer Service/Experience tools (Contact Center as a Service, visual AI/augmented reality, contact center AI)● Collaborate with technical teams to ensure that proposed solutions are feasible and meet the client's requirements. Prepare and deliver proposals, presentations, and demonstrations to clients.● Negotiate contracts and pricing agreements, resulting in increased revenue and profitability for the company.

Stamford , Ct, Us

Coordination of technical and process training across nearly two dozen organizations in support of a 5G roll out. Focused on ensuring all teams have the training needed to support the implementation of a hybrid mobile network operator. This new architecture will allow for improved cellular service for mobile customers.● Training planned based on new platforms, changes to existing platforms, process flow, soft and hard alarms – considering the needs of the different teams.● Partnered with multiple training teams across various organizations, as well as 3rd party training and vendor platform specific training – coordinating the efforts to ensure complete coverage.

Berwyn, Pa, Us

Made significant contributions to improving customer experience by directing training and quality teams across North America. By implementing closed-loop quality monitoring, I trained and developed new hires to deliver unparalleled service to our valued customers. Furthermore, I successfully led both brick-and-mortar and work-at-home trainers, leveraging available technologies to deliver training seamlessly across multiple locations. Through implementation of a trainer metrics scorecard, I drove maximum trainer effectiveness by identifying and capitalizing on training delivery opportunities and developing trainers into effective classroom leaders.● Transformed brick and mortar training / training team to almost entirely virtual / at home training by utilizing various technologies to deliver training from site to site and to train at home agents.● Primary Lines of Business included clients in banking, online banking, credit cards, personal loans, school loans, and payer insurance focused on open enrollment, member services, benefits.

Led and mentored the learning delivery teams in two dozen sites that provided onboarding and product training to ensure a successful transition from new hire to production agent, by partnering with Recruiting, Quality, Operations and Account Management and challenging team members to continuously improve● Trainer Development: Utilized Trainer Scorecards with internal and client KPIs and leveraged data from classroom observations and post-assessments to identify delivery gaps and enhance trainer skills. Developed direct reports through coaching and mentoring for leadership continuity● Collaborative Partnerships: Worked closely with business units and other resource partners and stakeholders to understand business needs and align KPIs to ensure shared focus on achieving results through accountability● Hew Hire Agent Performance: Identified and implemented changes that drove improvement to deliver better learning outcomes for new hire learners that helped increase overall New Hire Retention rates by over 5% points Year/Year and the percent of agents meeting key metrics by 10+% points● Financial/Cost Management: Focused on cost management and exceeding financial forecasts/budgets by leveraging Trainer Ratios, Class Schedules, and staff planning to optimize trainer utilization rates and working with account leaders to ensure proper training needs were included in contracts

Eagan, Mn, Us

Responsible for Client Success across three countries, growing the business by partnering with clients to understand requirements to deliver exceptional results and achieve client satisfaction, while increasing agent count and growing profit. Established robust relationships with local teams (operations, HR, recruiting, training, quality, IT, and other resource units) across a global footprint to serve our clients and exceed their expectations. • Client Success Management and Account Planning: Built and fostered strong consultative relationships with clients, serving as their main point of contact. Developed an understanding of their business needs, challenges, and goals to meet their expectations and created and executed on client success plans, tailored to each client's unique needs and objectives. Set measurable goals and milestones, and regularly assessed progress towards achieving them.• Client Satisfaction and Retention: Monitored client satisfaction levels through regular communication, feedback surveys, and performance reviews. Proactively addressed client concerns, resolved issues, and identified opportunities for improvement. • Increased Market Share: Identified opportunities to expand the scope of services or upsell additional offerings to clients. Collaborated with leadership and department leaders to develop strategies for increasing client revenue and share of wallet.• Performance Analysis: Analyzed call center performance data, metrics, and KPIs to assess the effectiveness of services in meeting client expectations and contractual KPI’s. Prepared regular performance reports and provided insights and recommendations to clients through QBRs (quarterly business reviews).• Strategic Partnership: Strategic partner to clients, understanding their business goals and aligning call center services to support their objectives. Provided guidance on industry trends, emerging technologies and best practices to help clients stay ahead of the competition.

Englewood, Co, Us

Global leader of the Customer Experience Team responsible for monitoring, measuring, reporting and recommending improvements to transactional quality processes and customer satisfaction performance indicators of customer service and sales teams – at 12 internal locations and 12 partner vendors locations ● Quality Assurance: Reengineered and implemented a quality assurance process that emphasized ownership of the customer interaction reducing errors and escalations – through a culture of courtesy and concern● Customer Satisfaction: Leveraged revised quality process to change the culture to think of the customer first. This was recognized with increased customer satisfaction scores internally and externally● Transactional Compliance: Monitored calls and chats for proper handling of customer interactions to ensure customer privacy and security, adherence to PCI compliance and terms and conditions properly disclosed

Greenwood Village, Colorado, Us

Provided leadership to a globally diverse learning delivery organization of 700+ staff with a focus on financial performance and improved effective training delivery through standardization, optimization and virtual learning delivery.● Curriculum Enhancement: Partnered with quality and operations to identify gaps in training material and collaborated with Learning Services to develop creative solutions and improve Facilitator Guides● Learning Technologies: Led the design and implementation of video learning technology across the globe to virtually connect Trainers and Subject Matter Experts to students in class to effectively share best practice learning, managing capex and operating budgets to ensure Return on Investment● Financial Performance: Managed a budget for global Learning Teams across 10 countries by reducing cost per training hour over 40%, working with teams to standardize trainer ratios to optimize productivity on over 5.5 million training hours per year while delivering quality learning in a cost-effective way● Operational Improvement: Rolled out language and communication and basic skills training for offshore locations to augment traditional new hire product training resulting in improved customer satisfaction metrics/KPIs

Greenwood Village, Colorado, Us

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Masters Of Business Administration (Mba), Corporate Finance

Bachelor Of Arts (Ba), Economics