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A results-driven and accomplished executive with extensive experience in Business Process Outsourcing Client Success Partnership. Proven track record of increasing market share, revenue, and profitability, while expanding into new regions. Committed to understanding clients' needs and developing actionable strategies that maximize value and drive bottom-line business results through trusted partnerships. Skilled in implementing appropriate governance structures, developing decision frameworks, and managing resources and assets. Adept at developing and implementing consistent, realistic business strategies and control structures, enabling successful delivery of learning sets, and establishing enduring business relationships. Seeking a challenging leadership position in a BPO company where I can utilize my expertise to drive growth and success.AREAS OF EXPERTISE• Client Success Partnership• Account Management and Planning• Contract Negotiations & Administration• Strategic Planning & Execution• Financial Planning and Analysis• Budgeting and Forecasting Continuous Process Improvement• Performance Optimization• Customer experience expertise• Client Satisfaction and Retention• Quality Assurance & Control• Operations Management• Talent Hiring, Retention, Growth• Budgeting and Forecasting• Financial Analysis • Cost Management • Financial Reporting • Financial Planning• Financial Compliance• Business Partnering• Data Analysis and Systems.• Increased Market Share• Performance Analysis and Reporting• Continuous Improvement• Strategic Partnership• Internal Communications and Collaboration• Contracting and Pricing• New Hire Onboarding • Agent Performance Evaluation• Training Needs Analysis.• Training Evaluation and Improvement • Trainer Development• Curriculum Design• Training Efficiency• Technology Implementation. • Industry Knowledge and Best Practices• Quality Assurance Strategy: • Quality Monitoring• Quality Scorecards and Evaluation• Quality Calibration Sessions• Training and Coaching.• Process Improvement:• Compliance and Regulatory Standards• Customer Feedback Analysis• Quality Reporting and Analysis• Quality Technology Enhancements• Quality Culture and Training
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Revenue OfficerInternal Revenue ServiceWashington, Dc, Us -
Client Success Director/ Account ExecutiveTelus International Oct 2021 - Jun 2023Vancouver, British Columbia, CaDevelop 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. -
Training Program ManagerSpectrum 2021 - Oct 2021Stamford , Ct, UsCoordination 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. -
Director Training And QualityAdvanced Call Center Technologies, Llc 2019 - 2020Berwyn, Pa, UsMade 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. -
Director Of North America Training/Learning DeliveryConvergys 2015 - 2018Led 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
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Client Success Director/Account ManagementStream Global Services 2013 - 2016Eagan, Mn, UsResponsible 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. -
Director Of Quality Assurance And Customer SatisfactionDish Network 2010 - 2013Englewood, Co, UsGlobal 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 -
Executive Director Of Global Training/Learning DeliveryTtec 2005 - 2010Greenwood Village, Colorado, UsProvided 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 -
Director Of Financial Planning And AnalysisTtec 2001 - 2005Greenwood Village, Colorado, Us
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Director Site OperationsGte 1999 - 2001Us -
Workforce Management AnalystGte 1998 - 1999Us
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Senior Financial Analyst/Process Improvement/Marketing AnalystXerox Business Solutions 1995 - Nov 1998
John Lynn Skills
John Lynn Education Details
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The University Of DallasCorporate Finance -
The University Of DallasEconomics
Frequently Asked Questions about John Lynn
What company does John Lynn work for?
John Lynn works for Internal Revenue Service
What is John Lynn's role at the current company?
John Lynn's current role is Revenue Officer.
What is John Lynn's email address?
John Lynn's email address is jo****@****ail.com
What is John Lynn's direct phone number?
John Lynn's direct phone number is +151372*****
What schools did John Lynn attend?
John Lynn attended The University Of Dallas, The University Of Dallas.
What are some of John Lynn's interests?
John Lynn has interest in Football, Aerobics, Exercise, Sweepstakes, Nascar, Home Improvement, Shooting, Reading, Gourmet Cooking, Sports.
What skills is John Lynn known for?
John Lynn has skills like Process Improvement, Leadership, Outsourcing, Management, Vendor Management, Customer Experience, Forecasting, Training, Customer Satisfaction, Call Centers, Operations Management, Budgets.
Who are John Lynn's colleagues?
John Lynn's colleagues are Francis "franko" Semanko, Colleen Nelson, Lavon Johnson, Robert Miller, Danielle Bodison, Hanson S, Connie Campbell.
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