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 initiatives related to staff recognition and operational efficiency improvement. Monitored vendor performance.Determined eligibility and processed initial leave of absence requests, as well as National Medical Support Notices in compliance with company policies and government regulations. Also reviewed, approved, and processed all Qualifying Life Events requests, notifying team members and setting-up benefit elections in system.Key Achievements• 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 site. • 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 information resources for staff, such as “Benefits at a Glance” and “Benefit Guide.”• 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 on answering OE inquiries.• 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. Developed high quality, consistent, accurate, and timely operational standards, as well as high-performing teams.Key Achievements• 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 processing; delivered individual feedback. Managed online business training library.• 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 activity backlog by 97% and increased accuracy to a consistent 99%.• 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 bonus for achievement of goals. Efforts dramatically increased employee morale.• Standardized subrogation process from creation of readily accessible submission packet, including process description and necessary forms, to payment of affected claims.• Attracted new and larger clients to company by managing implementation team charged with working with vendors and IT staff to execute companywide phone system and automatic call distribution system. • Earned promotion from Customer Service Manager to Senior Customer Service Manager based on sustained outstanding performance and strong leadership skills.

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 DEPARTMENTDeveloped an audit program for Customer Service Representatives, including building criteria, creating SOPs, developing the info-path form (on-line interactive form), and training CSRs on the new processTRAINING DEVELOPMENT Created a standardized on-line and classroom training program for new employees in Customer Service roles (working with providers, brokers, group administrators, and employees). Worked closely with a consultant to develop company-wide training on customer service expectations and values.CONTINGENCY PLANNING / EMERGENCY PREPAREDNESSDeveloped a plan for continuation of business in the event of an emergency or a system outage, for the Customer Service Department, including those working from remote locations. CONTINUAL QUALITY IMPROVEMENTTaught CQI methods to supervisors and employees. Managed the on-line Business Training Library providing access to training courses and videos to assist with continued learning. BONUS & REWARDSDeveloped a bonus program for Customer Care Representatives based on quality of customer service and number of calls handled “over goal”. The bonus plan included instant rewards for fun and change-of-activity, as well as results-based recognition for achievement of goals. MONITORING & IMPROVING CUSTOMER SERVICEImplemented a new call-monitoring system for Customer Care Representatives, and developed guiding SOPs. Assessed progress on accuracy and efficiency in handling customer calls, and provided individual feedback to improve outcomes.