Customer Service Sales

JOHN R. LYNCH

*** ********** ******, **********, ** 29609 H: 678-***-**** *********@*****.***

Summary

Natural leader and motivated executive with solid experience in account management.

Highly resourceful and strategic in business model implementation and team building

with intense focus on customer experience and retention.

Skills

Project Management Strong experience in the following

Leadership/communication skills systems: Saleslogix, Salesforce, MAS,

Business operations organization SaaS, cIMS, WMS, Cisco, CRM, SAGE

Client account management Proficient in Microsoft Office Suite

Customer-oriented

Experience

Director of Customer Experience

HPI Direct Alpharetta, GA (2016-2017)

Provide leadership, support, training and development for the account

management, sales and customer service teams

Remove barriers and improve departmental communication

Create and enforce strategic initiatives for growth with legacy customers by

providing structure and process improvement

Responsible for the creation and monitoring of KPI results while also providing

coaching to meet our goals

Manage and distribute incoming leads, identify potential opportunities with

existing clients and maintain processes while upholding standards of company

culture

Conduct customer journey mapping, identifying short falls and implement

immediate measures for consistent improvement

Customer Service Project Manager

Serta Simmons Bedding LLC Atlanta, GA (2015-2015) Contract Position

Designed build-out, budgeted and managed new Customer Service and Order

Entry shared service center

Spearheaded process improvement initiatives to support Serta and Simmons

organizational merger and conducted cross-departmental Process Improvement

Programs

Rolled out first B2B automated online ordering system including: partner

selection, price negotiation and SOW/MSA finalization

Implemented first centralized 800 B2B Service number and IVR (Cisco)

Established first organizational Key Performance Indicators (KPI's) to include:

Customer Satisfaction, Quality Assurance (order and call), Order quantity, Unique

product entry, Case to close ratio (SalesForce) and more

Regional Sales and Operations Director

Travelex Currency Services (Eastern U.S.) Atlanta, GA (2010-2015)

Analyzed business objectives and customer needs including communication and

support strategies, plans, and practices

Evaluated operational processes and outcomes to ensure desired results

Developed strategies to attract and maintain a skilled and engaged workforce

Developed multi-year profitable business and sales growth strategies for the

region

Assessed economic factors, demographic trends, and competitive strategy,

leveraging relationships with key stakeholders

Generated customer service sales standards across multiple regions and markets

by understanding unique needs of customer

District Sales and Operations Manager

H&R Block Tax and Financial Services Atlanta, GA (2005-2010)

Conducted associate orientations and identified training and development needs

for district associates

Developed tax offices through visits and evaluations

P&L responsibility with preparation of district budgets and monthly variance

reporting

Implemented regional and WHQ marketing initiatives to capture market share and

increase return count and gross revenue

Resolved all customer complaints (including tax office operational issues) in a

timely and courteous manner to ensure a positive client experience

Managed district payroll daily, processed exceptions, addressed OT and increased

labor cost per return

Developed and managed district tax training school, tracking associate

performance to ensure rehire eligibility requirements were met

Education and Training

Bachelor of Science, Business Management

Rowan University Glassboro, NJ

Minor in Business Administration

Associate of Science, Accounting

Rowan College of Burlington County Pemberton, NJ

Activities and Honors

Honored as one of the top 10 District Mangers in H&R Block - National Operations

Conference

Selected to sit with a prestigious group of top district managers on the District

Manager Council in H&R Block

Successful completion of situational leadership training and leadership

development conferences

LinkedIn Profile: http://www.linkedin.com/in/johnrlynch12

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