Lynn Mcdermott Email & Phone Number

Greater Seattle Area

Bellevue, WA

• Created/delivered benefit program communications for 20,000+ staff in U.S. and Canada for global thrift retailer. Project managed annual open enrollment process and annual benefits fair, as well as various program and.
• Leveraged expertise in SharePoint to optimize access to benefit information for all staff, as well as working with small team to introduce broadly acclaimed companywide team member recognition program with SharePoint.
• Designed motivational tools to strengthen retail store performance, including administrative process for “Make Service Count” campaign that rewarded outstanding customer service. Also designed various benefit.
• Orchestrated state-of-the-art open enrollment messaging and related materials, including guidebook updates and OE video—working with voice and video talent and language translation. Trained internal call center staff.
• Spearheaded cost and time saving initiative to streamline and standardize material ordering process that determined appropriate quantity for materials available for direct ordering by 300+ stores.
• Managed systematic approach to working with vendors, interfacing with internal stakeholders to design projects, submitting materials to vendor, receiving quotes, approving proofs, and providing final approval.

Bellevue, Washington, United States

• Managed up to 40 remote staff accountable for responding to member, group administrators, and provider inquiries within call center environment for leading third-party administrator of self-funded health plans..
• Introduced standardized 6-week classroom training program for new customer service representatives, as well as coaching and performance improvement plans that assessed accuracy and efficiency of customer call.
• Developed and educated staff on new auditing program, including building audit criteria, creating SOPs, and developing online, interactive form to deliver immediate feedback. Efforts resulted in reduction of audit.
• Used CQI methods to increase customer service representative quality and accuracy, coupled with up to 400 standardized, online SOPs for easy referencing. Chosen by COO to teach CQI methods to supervisors and staff.
• Enhanced customer service quality and production by developing dynamic bonus program for staff. Sourced/managed rewards and recognition vendor to deliver gamification of instant rewards and results-based recognition.
• Standardized subrogation process from creation of readily accessible submission packet, including process description and necessary forms, to payment of affected claims.

Bellevue, Washington, United States

Phone System ImplementationWorked closely with vendors and IT for a company-wide new phone system implementation, including a call recording program. Developed SOPs for Customer Service, planned and organized recorded messaging for call distribution, planned Just-in-Time training targeted for specific teams. AUDIT PROGRAM for CUSTOMER SERVICE.