Michael Lynch Email and Phone Number
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Michael Lynch personal email
A senior Customer Experience professional with experience in consulting and client relationship management. An extensive background managing large and complex contact centres and customer service operations across the utilities, telecommunications, government, automotive and BPO sectors. A proven track running quality focused and strongly engaged teams in a high performing culture to deliver excellent outcomes with a high level of customer advocacy.Results focussed, enthusiastic and motivated with excellent communication skills and a strong team ethic. Sound commercial acumen and a proven track record of delivering strong commercial and operational results.Key competencies include: voice of customer feedback programs; customer journey mapping; client relationship management; employee engagement; call centre/contact centre management; strong leadership skills; building highly engaged, performance-focussed teams through coaching and development; workforce planning; continuous improvement; and business aligned strategy development, planning and implementation.
Bmw Group
View- Website:
- bmwgroup.com
- Employees:
- 42871
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Head Of Customer ManagementBmw Group Oct 2024 - PresentMelbourne, Victoria, Australia
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Head Of Customer Interaction ServicesBmw Group Financial Services Australia Jan 2022 - Sep 2024Melbourne, Victoria, Australia -
Customer Experience ManagerBmw Group Australia Oct 2019 - Dec 2021Melbourne, Australia -
Operational Governance ManagerBmw Group Financial Services Australia Dec 2017 - Sep 2019Melbourne, Australia
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Travel & Relocation To Melbourne- Aug 2017 - Nov 2017Travelling and relocating from London, UK to Melbourne, Australia
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Senior Consultant - Customer Experience & Contact Centre SpecialistBright Uk Ltd Jan 2015 - Jul 2017London, United KingdomDeveloped 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.
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Contact Centre Manager, Department Of Energy & Climate ChangeHinduja Global Solutions Mar 2014 - Jan 2015London, United KingdomManaged 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. -
Study Sabbatical & Relocation To Uk- Aug 2013 - Feb 2014Took time out to undertake study for my MBA and relocated to the UK.
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Manager, Australian Power & Gas Customer ServiceComputershare (Serviceworks Management) Nov 2011 - Jul 2013Melbourne, AustraliaManaged 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. -
Operations Transition ManagerTenix Solutions Nov 2010 - Nov 2011Melbourne, AustraliaOrganisational 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.
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Customer Service ManagerTenix Solutions Apr 2009 - Oct 2010Melbourne, AustraliaManaged 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.
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Manager Contact Centre & Workforce PlanningTenix Solutions Sep 2007 - Mar 2009Melbourne, AustraliaManaged 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%.
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Workforce Planning ManagerTenix Solutions Mar 2007 - Aug 2007Melbourne, AustraliaCentralised 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.
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Workforce Planning AnalystUcms Group (Now Aegis Services Australia) Sep 1998 - Feb 2007Providing 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).
Michael Lynch Skills
Michael Lynch Education Details
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Distinction
Frequently Asked Questions about Michael Lynch
What company does Michael Lynch work for?
Michael Lynch works for Bmw Group
What is Michael Lynch's role at the current company?
Michael Lynch's current role is Head of Customer Management at BMW Group Australia.
What is Michael Lynch's email address?
Michael Lynch's email address is mi****@****usa.com
What schools did Michael Lynch attend?
Michael Lynch attended Rmit University.
What skills is Michael Lynch known for?
Michael Lynch has skills like Call Centers, Stakeholder Management, Change Management, Contact Centers, Customer Experience, Outsourcing, Management, Performance Management, Crm, Workforce Management, Business Process Improvement, Leadership.
Who are Michael Lynch's colleagues?
Michael Lynch's colleagues are Kaue Hansen Jorge Malta, Matthew Calver, Ken Zhang, Katharina Schalk, Robert Ritt, József Vályi, Kiran Sharma.
Not the Michael Lynch you were looking for?
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4anz.com, ml.com, socialventures.com.au, synergisfund.com.au -
Michael Lynch
Senior Business Analyst | Senior Project Managementbachelor In Business/CommerceCarlton, Vic -
2yahoo.com.au, south32.net3 +614164XXXXX
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Michael Lynch
Greater Sydney Area
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