Lynda Rich Email & Phone Number

Port St. Lucie, Fl.

•Experience in Staffing, Operations, Order Entry, Customer Service, Product Information, E Services and Quality Departments. •Recipient of the President’s Cornerstone Award for innovation, creating and implementing processes that improved turn-around time and address and correct customer concerns, thereby enhancing the customer experience and increasing our customer satisfaction rating.•3 years Staffing Manager, responsible for Staffing Analysis, Efficient scheduling of 800-1100 contact center associates. Part of the Implementation of At Home Agent program, staffing optimization, Workforce Optimization (based on multi-skilled agents). Manages all daily call volume. Manages 24/7 staff to obtain maximum productivity. Utilization and Administration of Pipkins workforce software systems. Analyzes daily, weekly, monthly and historical call detail to maximize efficiencies. Works with management teams to ensure proper schedules in order to maintain needed efficiencies, and revenues. Manage to budgets.•8 years as Operations Department Manager, responsible for Department performance, process improvements and implementation. Member of the team that created the Employee Self Service System, enabling associates to manage their time independently by via phone and online applications. Worked with the global Staffing team and CASA to ensure ease of implementation and user acceptance.•Active participant on several key projects, site specific and global, including Employee Self Service, CASA, Distribution Center on-boarding project and several SharePoint initiatives. •Managed Quality department on special assignment on two separate occasions.•5 years’ experience in management of Customer Services base staff, variable labor and Home Agent associates. Leading teams to provide world class quality interactions while achieving/surpassing metrics for productivity. Development of staff to strive for and achieve advancement within the organization.

Sussex, New Jersey

•Responsible for all estimating, providing sales staff with selling price. •Obtain bids and negotiate purchase of all job components. •Coordinate incoming materials with vendors and production department on a “just in time” plan, ensuring sufficient production time to meet deadlines.•Schedule production and oversee pick/pack operations•Management of warehouse facilities and staff consisting of more than 75 employees•Responsible for quality control, incoming materials scheduling and handling.•Coordinate delivery schedules between clients and transportation companies.•Arrange all carrier pickups, including UPS, Federal Express, Common Carrier drop shipments, full trailer deliveries, etc.•Coordinate all client billing