Lyn Kosikowski Email & Phone Number

Detroit, Michigan, United States

Leading a global team of technical support engineers with a mission to provide a world class support experience. Our focus is our customers and ensuring they receive support, assistance, and timely resolution, to any issue or challenge they may face.

Detroit, Michigan, United States

Transforming the customer experience, one conversation at a time. Our team of product specialists ensures customers receive the greatest value and benefit from their Dynatrace products. Our inbound chat service combined with our proactive account health reviews and coaching sessions allow our customers to understand and leverage all that Dynatrace has to.

• Working with clients representing top private and public sector businesses across the globe to enable their successful Voice of Customer/Customer Experience program. Responsible for teams of analysts and customer.
• Provide actionable insights and guidance to clients to 1) increased performance in KPI’s such as NPS, CSAT, etc.; 2) cost savings tied to recommendations made for improvements in digital experience, location and.
• Provided emergency analytics and recommendations during the Covid-19 pandemic to allow customers to quickly respond to an ever-changing landscape.
• Design collection methods and question sets to allow for meaningful data collection for clients.
• Maintain team utilization levels in accordance with department goals and expectations.
• Maintain renewal/revenue rates in accordance with department goals and expectations.

Ann Arbor, MI

Responsible for leading a team of customer success managers and analysts who provide ownership and oversight of the client relationship. as well as insight, analytics, and recommendations regarding voice of customer and customer experiences. Responsible for effectively setting and executing agreed short and medium range operational objectives which.

Manage and lead the teams responsible for the clients we serve within industries such as Healthcare, Finance, Telecom, Utilities, and Business & Consumer Services through the development and consistent use of best practices and our suite of products. Leverage our industry expertise to allow the team to deliver the most actionable and valuable service.

Ann Arbor, MI

Responsible for the professional development of a team of Client Analysts and Client Managers at ForeSee. Insure their interactions with clients strengthen the relationship and enable a continued partnership between the client and ForeSee. Provide feedback on performance to allow the Client Analysts and Client Managers to grow and manage work assignments.

Ann Arbor, MI

Utilizing Foresee's scientifically proven methodology, measure the customer experience for clients across the globe, report customer satisfaction associated to that experience, deliver insights and analylsis to positively influence that experience, and provide clients the information they need to make decisions that help drive business results.

Southfield, MI

Managed the global Voice of Customer program at Level 3 Communications (after the Global Crossing acquisition), which measured customer satisfaction and the overall end-to-end customer experience. *Integrated and consolidated the former Global Crossing and Level 3 programs creating a single, Voice of Customer solution.*Analyzed customer feedback to develop.

Southfield MI

Managed the Customer Experience program at Global Crossing. *Implemented an improved customer interface for use in customer self-serve account management, network management, billing, and trouble reporting.*Provided training to customers and employees on customer portal, features and benefits.*Evaluated customer feedback to implement additional customer.

Southfield MI

Managed the development and implementation of enhancements to the conferencing services provided by Global Crossing.*Implemented improvements and additional customer self-service functionality to the teleconferencing services (toll free, international, operator managed, and reservationless).*Implemented improvements to the web conferencing services.

Southfield MI

Frontier was acquired by Global Crossing. Pre-and post acquisition, managed the routing, database translations, and traffic engineering for the world wide network. Insuring customer call completion and company network efficiencies.