Michael Lynch Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Melbourne, Australia

Melbourne, Australia

Travelling and relocating from London, UK to Melbourne, Australia

London, United Kingdom

Developed and delivered improvement programmes across voice of customer, employee engagement and performance benchmarking for a portfolio of clients across multiple sectors including banking and financial services, travel and leisure, utilities, retail, and public sector organisations.Built client relationships to identify upsell/cross-sell opportunities, and negotiate and secure client renewals.Quantitative and qualitative analysis to develop insight for presentation to both clients and prospects, including up to C-level executives, through client or conference/seminar presentations.Project managed implementation of Bright systems to new clients including training delivery. Ongoing system optimisation and client development to ensure results achieved.Achieved a client renewal rate of over 80% and delivered upsell opportunities to exceed annual stretch sales target. Implemented a voice of customer program for one of the world’s largest travel companies which resulted in a lift in Net Promoter Score from just 3.8 to 41.6 in under 12 months.

London, United Kingdom

Managed the UK Government's Energy Saving Advice Service working in partnership with the Energy Saving Trust. Management of 90 FTE delivering voice, email and white mail customer advice service with responsibility for quality, training and workforce planning functions.Implemented a training and quality improvement plan which delivered a 17% lift in quality performance and significantly reduced call defect rates. Improved overall performance on the contract requirements which led to a successful contract renewal and extension.

Took time out to undertake study for my MBA and relocated to the UK.

Melbourne, Australia

Managed the customer service centre for Computershare's largest client. End to end management of inbound customer service, sales verification, customer retention and customer correspondence. Established inbound and outbound customer retention team reducing monthly churn by 20%, and implemented a Net Promoter Score (NPS) program. Managed the workforce planning team and project managed the relocation of a 130 seat contact centre including the implementation of new Avaya telephony technology. Achieved a 50% reduction in attrition and a 15% reduction in sick leave through improving the leadership structure.

Melbourne, Australia

Organisational change management role focused on the transition to a new bespoke CRM system. Included stakeholder management activities, business impact analysis, organisational design, and communication planning and delivery.Managed and delivered of Business Impact Analysis across 19 departments and more than 50 job roles, facilitated end-user workshops, and developed the operational Transformation Strategy.

Melbourne, Australia

Managed the fines enforcement customer service operations with $7 million per annum budget, 120 FTE across inbound/outbound contact centre and face-to-face retail operations. Managed the Workforce Planning and Quality Assurance teams, along with sub-contractor relationships with outbound collections agency and various contact centre technology vendors.Planned and delivered large-scale government initiative requiring a more than 50% increase in staff over five months and implementation of new processes and procedures, implemented innovative new processes utilising web, IVR speech-to-text and SMS technologies, increased IVR self-service rate by 8%, implemented a company-wide intranet and customer service knowledge base improving quality by 7% and delivering a 10-second AHT reduction, and successfully negotiated a new Employee Agreement with unions.

Melbourne, Australia

Managed the fines enforcement inbound customer service call centre including managing the Workforce Planning and Quality Assurance teams with $5.5 million per annum budget and 100 FTE.Shifted the centres focus from a "compliance-only" focus to a "customer service" focused operation and delivered a 40% reduction in attrition, improved employee engagement by 10%, and increased IVR self-service by 12%.

Melbourne, Australia

Centralised and managed the workforce planning functions for both field service and contact centre functions.Improved staffing efficiency within contact centres resulting in improved customer experience and a 20% reduction in wait times, implemented a Tier 1 workforce management system Aspect eWorkforce Management (eWFM), and increased compliance with contractual KPIs/SLAs.

Providing workforce analytics for various outsourced contact centres for clients ranging from Banking and Financial Services, Health Services, Infrastructure and IT sectors (25 FTE up to 700 FTE).Successfully managed and trained a growing team of Resource Planners and Floor Coordinators through significant growth of UCMS' largest clients' contact centre (~700 FTE, seven phone contact types and an email channel).