Lynda Kopecki Email & Phone Number

Key West, FL, US

Plantation, Florida, US

Responsible for the design, execution, and management of the 24/7/365 member services operation and supporting areas of operation. Accountable for daily production, workforce optimization, performance reporting, workforce management, leadership development, client relations, forecasting, and telephony platform management.

Plantation, Florida, US

Responsible for the growth and development of Member Experience areas of operations: Contact Center, Customer Experience, Customer Care, Service Recovery, Quality Assurance, and Workforce Management.Developed core operational infrastructure strategies for the expansion of the contact center and customer support areas of operation, increasing from 55 seats.

Consultant services for operational efficiencies, process improvements, workforce optimization, and customer experience outcomes. Conducted operational assessments, provided, and presented business improvement plans, telephony solutions, and workforce infrastructure designs for large, complex hotel/casino contact center and customer service operations.

Beverly Hills, California, US

• Responsible for Strategic Planning, Operational Development, and Customer Experience: developed a unified plan for the in-house Omni-Channel Contact Center Operation designed to provide seamless, high-quality web and.
• Developed and managed complex project timelines for technology discovery, SOWs, platform integrations, key milestones, workforce transitioning, talent recruitment, training program development, Quality Assurance.
• Designed workforce optimization plan and project scope for the development of the inbound/outbound contact center, with a projected operating cost savings of $1.3MM annually.

Paradise Island, BS

• Accountable for the performance and production of the Contact Center, Customer Experience, and Customer Care areas of operation. Responsible for improved production and led daily operations of the Contact Center.
• Led workforce management for large in-house Multi-Channel Contact Center operation consisting of 250+ team members, 8 areas of operation: Reservations, Customer Care, and Sales/Marketing support operations.
• Reduced workforce costs through strategic skill-based routing strategies resulting in an increased average booking conversion rate of more than 5% in the first 6 months, and reduced FTE because of improved AHT and.
• Responsible for the annual production of $295MM in hotel room revenue and 895K room night occupancy outcomes.
• Managed revenue and expenses within target guidelines, supplied direction on financial decisions impactful to the profitability of business units, and implemented continuous cost-effective solutions and creative sales.
• Managed wholesale client relationships, resulting in 15% annual growth in revenue for that business segment.

Paradise Island, BS

• Responsible for Budget Planning, Analysis, and Forecasting: prepared and managed annual room budget planning and managed preparation processes. Executed ongoing revenue-producing tactics and successfully achieved.
• Increased revenue: designed pricing parameters and implemented the integration of the NOR1 pre-arrival upgrade system resulting in $100K+ annually of incremental room revenue. Project Management: led multiple system.

Designed and developed the company’s core structure for contact center services which incorporated expanding the management of all key revenue-producing areas of operation; responsible for developing and implementing SOPs focused on optimizing production across multiple revenue streams of the business: hotel reservations, food, and beverage, entertainment.

Responsible for Revenue Management and Casino Services’ areas of operation, production goals, performance measurements, and service standards. Responsible for improvement project plans and implementation management. Project leader for multiple system implementations and technology upgrades; LMS, Rainmaker, Avaya. Identified key timelines, risk assessment.

Responsible for process development and management of call center operations. Developed the strategy, business plan, and ROI analysis for a 3-property call center/marketing services consolidation plan. Developed and implemented internal policies, controls, and procedures designed to increase sales conversion across all revenue streams of business..

Las Vegas, NV, US

Las Vegas, NV, US