Lyn Dotterweich, MBA…consistently delighting customers and growing revenue

908-***-****

NY Metropolitan area

ac9hc5@r.postjobfree.com

https://www.likedin.com/in/ldotterweich/

Passionate Customer Experience and Digital Transformation Executive who influences inwardly focused companies to embracing the “customer first” mantra by creating a meaningful strategy, engaging enterprise-wide employees and leading critical changes to drive the customer experience to become a competitive differentiator. Delivers meaningful innovation and measurable results through fact-based decision making and strong cross-organizational collaboration which increases revenue growth. A team player who influences C-Suite, is identified as the “go-to” leader among peers, willing to roll up her sleeves, and thrives in leading large-scale turnaround projects. A leader of high integrity who inspires others, leads by example with a strong focus on diversity and inclusion, talent development and succession planning.

Principled leadership that consistently delivers innovative solutions…..

Created world-class customer experience which:

odramatically increase customer loyalty by increasing the NPS scores by an unparalleled 16 points for consumers and 9 for business customers (Philips Lighting)

oimproved First Call Resolution by 10% in less than 1 year and increased NPS score from 77% to 82% and client retention by 7% (ADP)

oeliminated $25M in operation costs while improving Customer Sat by 5%, Employee Sat by 7% and reduced complaints by 37% (AT&T)

oturned around an organization from predicted 3% reduction to a 2% increase which increased $550K government bonus and great results caused the company to be acquired (Health Plus)

Built the first chat service and intelligent voice recognition agent for a large telecommunication company using machine learnings for continuous process improvement. Partnered with IT to assess / install outbound dialers, telecommunications systems, CRM platforms, Salesforce, Work Force Management systems, create customer communities, tools to monitor social media, scalable observing systems, robotics for order and claims quality, and voice to text platform.

Managed multiple domestic and global contact centers and omni-channels of diverse centers across health care, consumer products, manufacturing, cable and telecommunications of varying sizes from 250 seats to over 4K (19 centers and 7 global outsourced vendors). Successfully managed as many as 35 direct reports with over 100 employees.

Implemented an aggressive sales strategy for a global Indian based vendor which generated a 300% sales growth and added $10M of revenue while improving the customer experience scores.

Created complex but comprehensive North American-wide internal audits which uncovered payroll fraud and product theft. Proactively conducted internal audits across organizations and identified areas of risk. Oversaw implementation of remediation to mitigate risks of operational and financial control weaknesses. Controls were successfully implemented prior to the External Auditing that followed recertified the One Light Certificate for ISO9001:2008 with zero findings. Selected by the CFO to be the SOX officer.

Competencies that create meaningful results and ensures operational excellence….

Unwavering Focus on Customer

Talent Development

Problem Solving

Fact-Based Decision Making

Team Management

Internal Auditing

Training (Content and Delivery)

Values Diversity / Inclusion

Strong Moral Compass

Critical Thinking

Digital, Chat, Robotics and AI

Vendor Management / BPO

Emotional Intelligence

Management Consulting

Analytical

Dynamic Thought Leader

Large Scale Project Management

Contact Center Best Practice

Revenue Growth

Business Strategy

Outsourcing

Intellectual Curiosity

Cognitive Flexibility

Voracious Appetite for Learning

Turning vision into value

RGP Consulting 2018-2019

Formally known as Resources Global Professionals. Founded by Deloitte and provides consulting services primarily in finance and accounting for 2K clients; employees 4K in 68 offices/20 countries and is headquartered in Irvine, Ca.

Management Consulting CX and Digital Transformation Champion

Recruited by a global bio-pharmaceutical company to transform their culture and integrate the complex ordering processes of three different order-to-cash processes since business customers were required to order and pay with the company in three diverse ways. Overcame immense resistance to change by through active listening, collaboration and using emotional intelligence to rally team members to embrace change and focus on the “customer first.” Created a transparent environment where voices could be safely heard and drove sharing of processes / best practices to learn of the differences facing customers.

Created a strategy, detailed roadmap and complex project plan which included governance oversight and cadence that depicted the transformation of short and long-term order processes.

Led a diverse 15-person global integrated team in the creation of consistent enterprise-wide order-to-cash processes.

Conduent 2017-2018

Conduent Inc. is a technology-led business process services company headquartered in New Jersey. It was formed in 2017 as a divestiture from Xerox and offers digital platforms for businesses and governments. It has 85,000 employees in 40 countries.

Chief of Staff

Hand-selected for a short-term assignment to share my best practices knowledge to drive transform of the contact centers as well as identify digital platform upgrades to remain competitive. The Chief of Staff role expanded my experience and background in the C-suite decision making and leadership role. Reported directly to the President and assumed day-to-day responsibility for projects and created and maintained cross-departmental relationships to enable leadership success.

Assessed business analytics and communicated which best practices would reshape their competitiveness. Contact center recommendations were implemented to improve results.

Partnered with IT in the identification of platform, systems and digital changes needed to support the future workspace within the contact centers.

Focused on working with diverse employees and enhancing talent development. Created recommendations for succession planning and creation a robust succession roster.

eClerx, LLC 2015 -2017

eClerx is an Indian IT consulting/outsourcing multinational company based in Mumbai and Pune and employees 9K globally.

Associate Principal Chat, AI and Digital

Hired specifically to grow chat revenue based on my extensive expertise in chat, robotics and Artificial Intelligence. Managing expectations of a demanding client while needing to drive significant changes to the indoctrinated India chat center management required strong negotiations and use of emotional intelligence.

Crafted US-centric training to turnaround the poor Customer Sat results. Generated unprecedented customer experience results for First Call Resolution, increased the Voice of the Customer and Net Promoter Scores (NPS). This game-changing approach allowed a growth sales strategy and rapid scalable ramping of hundreds of agents while continuing to exceed expectations of both client and customers.

Influenced the Indian center leadership to focus on the “customer first” and to have management spend an inordinate amount of time observing/providing feedback to each agent during the rapid growth to ensure consistent, positive results. Overcame strong Indian cultural resistance and became the trusted advisor who drove changes to shortened hiring and ramping. Strong negotiations were required to with the HR department in modifying the static hiring turnaround timeframes.

Spearheaded an aggressive sales strategy which generated a 300% sales growth of chat services from 120 agents to 600 in less than a year supporting the largest US cable company. Leapfrogged the competition by using extensive knowledge of vendor management processes and creating the customer experience as a competitive differentiator which drove growth of sales revenue by $10M.

Philips Lighting 2013 – 2015

Dutch multinational technology company headquartered in Amsterdam, one of the largest electronics companies in the world, focused in the area of healthcare and lighting.

Customer Experience Officer North America

Hired to rectify the overwhelming number of business and consumer complaints and improve the Phillips’ brand equity due to poor quality of lighting products. Championed company-wide transformation of an inwardly focused culture to putting the “customer first” for both B2B and B2C customers and reduced complaints while improving the on-line claims process.

Merged customer journey mapping, LEAN and Six Sigma to streamline care processes and eliminated pain points by the creation of e-Commerce ordering system, a supply chain tracking report to identify quality cost-causer, and reduce costs while improving the overall brand.

Increased NPS scores by an unparalleled 16 points for consumers and 9 for business customers by developing changes to improve overall product quality. Worked with Marketing to resolve misleading statements on LED light bulb materials and created a governance to focus on improving supply-chain quality.

Crafted a global customer experience strategy which was accepted with the global CX team.

Implemented a North American-wide internal audit to minimize risks and identified numerous missing operational and financial controls across various organizations. Controls were successfully implemented prior to the External Auditing that followed where recertified the One Light Certificate for ISO9001:2008 occurred with zero findings.

Ernst and Young 2012 – 2013

Ernst & Young is a multinational professional services firm headquartered in London, England, United Kingdom. EY is one of the largest professional services firms in the world that provides consulting and accounting services.

Customer Experience and Digital Management Consulting

Sought by Partners to lead the newly formed customer experience practice, collaborate with Executives and grow revenue by developing a practice of focusing on the clients’ customer experience. Limited opportunity regarding customer experience and was assigned randomly to various engagements.

Developed comprehensive training using unique expertise that was delivered to partners and 300+ colleagues on the value of focusing on the customer experience to grow company ROIs. Recognized by the Partners for the quality of the material.

Eliminated a 20+ lawsuits against a large energy company regarding payroll inaccuracies by creating and delivering digital online training for 32 various union payroll employees to rectify inaccurate/missing pay of employees who worked to restore electricity during Super Storm Sandy.

Health Plus 2011 – 2012

Health Plus was created with the Affordable Care Act as a health insurance plan. Provided publicly funded programs like Medicaid and Child Health Plus and supported over 300,000 members in 5 NY boroughs and Nassau county Turnaround efforts caused AmeriGroup to acquire Health Plus which ultimately became part of Empire BC/BS.

VP Call Center Operations/Customer Experience Officer

Hired to develop a customer retention strategy and to grow revenue by adding incremental memberships. Predicted drop from #5 to #8 in a highly competitive healthcare market would cost loss of millions of government dollars. Analyzed results and directed major changes to two highly culturally diverse centers in spite of the resistance to changing claims, hours of operations, processes, etc.

Conducted focus groups with members and payors to identify pain points and prioritized changes. Created internal and external communications to broadcast the drastic changes being delivered. Led a large-scale transformation effort of sales, membership enrollment and claims (claims adjudication and mechanizes claims process) as well as the contact center processes of putting the “customer first.”

Constructed comprehensive roadmap and project managed the turnaround of the results where the #5 position expected to drop to #8 successfully moved to #2. AmeriGroup immediately decided to acquire Health Plus based on fantastic results and was proactively offered the Customer Experience Officer position for AmeriGroup in Va. Recognized by Executives for driving the comprehensive transformation across the entire organization and causing a complete turnaround of the company.

Automatic Data Processing 2008 – 2010

ADP is an American provider of human resources management software and services for small, medium and enterprise sized companies.

VP, Customer Experience Officer and Digital Strategy

Sought by Executives to create turnaround strategies to help keep ADP as number #1 payroll company since loyalty was eroding due to stiff competition and poor payroll quality.

Identified major technical weaknesses and assessed and recommended capital expenditures to the C-Suite within the first month for a workforce management tool, and observing system, text to talk system, upgraded payroll entry platform, implementation of Virtual Hold Technology and the requirements for a new telecommunications system. Approval readily obtained and changes were implemented within the first two years.

Partnered with Marketing on collateral creation and created a customer care guarantee to ensure payroll accuracy which improved the ADP brand. Crafter a nationally recognized training program which was delivered to the President to each front-lined rep ensuring focus on the “customer first.”

Transformed the culture across organizational boundaries to focus on the “customer first” and the leveraging of people, processes and technologies created First Contact Resolution improvements by 10% in less than 1 year and became a competitive differentiator. NPS increased 77% to 82% and client retention increased 7%.

Unwavering focus on growing revenue while at PricewaterhouseCoopers and AT&T….

Sought after for years by Partners at PwC to work with Fortune 100 Executives in delivering customized customer focused solutions on-time and under budget to eliminated various pain points. Successfully led large-scale engagements and created complex roadmaps for insurance, hospital, healthcare providers, metal health companies, internet providers, start-ups, M&A consolidations, financial institutions, telcoms and cable providers. Demonstrate progressive growth and advancement in critical leadership roles assigned to expand personal responsibility at AT&T. Gained valuable advice from several mentors throughout promotions from manager to VP. Identified throughout the company as the “go to” leader called on continuously to launch new products (domestic and international), direct mega-call centers, grow business revenue ($1B by creating a customer care guarantee), lead Internal Auditing, create co-branded cards with AMEX, Visa and Mastercard, establish a fraud center, set up customer communities and monitoring of social media, driving revenue growth in a competitive environment, and transform unionized service centers into sales (cross-sold $100M of revenue). Sought by Frost and Sullivan and Argyle as panelist and guest speaker to share successes of turnarounds and launching on new product lines and importance of the customer experience as a competitive differentiator.

EDUCATION

MBA, Marketing, Fairleigh Dickinson University, Beta Gamma Sigma Honorary Society 2003

BA, Political Science, Indiana University 1991

MEMBERSHIPS AND RECOGNITIONS

Malcom Baldrige Award recipient; SOX Officer; Recipient of 5 AT&T Leadership awards; AT&T High Potential Leadership Program; Diversity panels for LGBT, Asian, Hispanic and African American; Member of MENG (Marketing Executive Networking Group); Girl Scout troop leader; National Association of Professional Woman; SOCAP (Society of Consumer Affairs Professionals); University of Virginia Parent Supporter.

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