Management Service

Lynne Baron

**********@***.***

***** ******** ***** ****: 813-***-****

http://www.linkedin.com/in/lynnebaron1

Tampa, FL 33647 Cell: 813-***-****

Experienced customer support leader skilled in effecting and managing innovation and change for

professional and financial services, accounting, and consulting organizations. Expertise in applying

technology to a wide range of business problems. Strong project management, process and quality

improvement, strategic planning, coaching and development, marketing and communications skills.

Areas of Expertise

Call Center, Service Desk, Process Reengineering and IT Outsourcing, Global

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Customer Support Organization Quality Management Strategic Sourcing and

Design and Management Performance Measurement, Vendor Management

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Help Desk, Service Benchmarking and Metrics IT Operations

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Management, Telephony Knowledge Management, Training Recruiting, Team Building,

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Systems and Tools and eLearning Staff Development and

CRM Management

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Professional Experience

Raymond James Financial Saint Petersburg, FL 11/10 4/11

Sr. Manager, IT Customer Support

Leader of the Technology Service Center, the organization responsible for providing call center technical support to Raymond James

associates. Member of the IT Support Leadership team. Functioned as ITIL Service Owner for Incident and Knowledge

Management. Key accomplishments included:

Implemented operational improvements and team accountability, resulting in a 40%

increase in staff utilization and availability and a 51% reduction in call hold times in 3

months

Introduced process efficiencies in call handling and documentation resulting in an additional

50% reduction in agent after call work time

Redefined staffing model to improve first contact resolution rates. Recruited a new

supervisory and reporting team and additional support agents, significantly increasing the

technical and managerial competency levels of the organization.

8/93 12/10

PricewaterhouseCoopers Tampa, FL

Director, US IT Solutions Support 7/98 12/10

Led the Firm’s national call support center, service management and knowledge management organizations, a team of 150

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professionals 24/7 support on 400+ standard and proprietary financial and business applications and systems

Managed an outsourced support vendor relationship, ensuring accountability for service level management, reporting,

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resourcing and business continuity planning

Responsible for quality, reporting, technical writing/communications and training/elearning teams, delivering content, training

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and self support services to both internal support personnel and end users

Set the US Firm's Service Management strategy, collaborating across business teams to ensure effective support for all

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products and initiatives, and optimal use of telephony, incident, problem and knowledge management systems and other

support tools

Served as the liaison to senior business unit sponsors and stakeholders for support issues and new initiatives and functioned

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as a consultant to client engagement teams regarding support center management, tools, sourcing and best practices

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Key Accomplishments included:

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Integrated and managed an outsourced technology support provider in a blended sourcing approach. Re structured and re

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negotiated support contracts reducing costs and achieving a 50% increase in customer satisfaction and doubling of first call

resolution levels within six months

Implemented the firm's strategy for Emergency Hotline support, a 24/7 security and crisis management function

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Developed and implemented quality and performance metrics, balanced score cards, ITIL based standard operating

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procedures and service level agreements with customers and support providers, resulting in order of magnitude service level

improvements and sustained year over year cost reductions

Implemented a Knowledge Centered Support (KCS) model for authoring and publishing technology and business process

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knowledge. Reduced time to deliver content to customers and support staff from weeks to hours

Developed and marketed self service support options including multi media and chat capabilities

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Introduced innovative staffing solutions including part time and home based agents

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Managed project to align and off shore/outsource end user support services for the US and UK firms, defining scope of

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services, SLAs, metrics, and transition planning for systems and knowledge transfer.

Coopers & Lybrand Director, Strategic Technology Group (pre PwC merger) 1/96 7/98

Created the vision and strategic model for the firm's first centralized technology call center. Built a staff and infrastructure to

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successfully accommodate a 400% increase in call volume.

Coopers & Lybrand IT Director, New York Metro Region 8/93 1/96

Responsible for strategic planning, implementation, management, training and support of

PC, client server, networking and communications systems for 5,000 staff throughout the tri

state region

Standard & Poor's New York, NY –Director, Systems and Technology 2/91–8/93

Deloitte & Touche, LLP New York, NY – IT Support Manager 3/84–12/90

Education

New York University Stern Graduate School of Business New York

MBA, Marketing

McGill University Montreal, Quebec, Canada

BA, Psychology; graduated with Highest Distinction

Professional Affiliations

Member, HDI Executive Forum of senior IT Support Professionals

CCNG - Call Center Networking Group

I CMI - International Contact Management Institute

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