Customer Service Waste Management

Kerilyn Y. Lynch

***** ********* ******** ***** *********, Oregon 97008

Mobile: 503-***-**** email: *****.*******@*****.*** LinkedIn Profile: www.linkedin.com/in/lynchkerilyn SELECTED ACHIEVEMENTS/EXPERIENCE

Over 28 years of proven and effective experience in Contact Center & Operations Leadership/Strategic Planning (Remote, Onsite & BPO).

Twenty years of Operations Leadership includes WFM, Quality Support, Training Development, IT, Help Desk, Telephony (VoiP, SIP). Multiple platforms.

Seven years of progressive data marketing experience to include campaign development through results via direct mail, outbound calls and eMarketing media for Fortune 100 organizations

Career spanning experience in project management and innovative process improvement resulting in greatly improved human capital culture experience and strong ROI

Develop and facilitate career training both in the corporate and NFP sectors pro- bono supporting community and employees to successfully career transition

Strong interpersonal, motivational, and mentoring skills proven to drive team/organizational performance

SUMMARY OF POSITIONS

o CEO/Entrepreneur: B2C/B2B Expansion Job Advocates, LLC. Portland, OR o AMR Contact Center Senior Manager Apple, Inc. Portland, OR o Project Manager/Web Communications AZTC Tempe, AZ o National Contact Center Manager Pulte Group, Inc. Surprise, AZ EMPLOYMENT EXPERIENCE

Job Advocates, LLC. Portland, OR/Remote 01/2010 – Current CEO/Entrepreneur: B2C/B2B Expansion

Job Advocates, LLC has been the personal pride of my life as it has provided me the opportunity to assist those most in need in making changes to their careers or to locate employment. I have engaged in this activity in between time that has been dedicated to my primary full-time roles and have controlled my client base at times when my full-time roles have demanded my full attention. My activities with Job Advocates have also been with the exclusive permission of the Ethics Departments within the primary organizations I've worked for to avoid any conflicts of interest.

My responsibilities as CEO with Job Advocates, LLC have included, but are not limited to:

- The creation and leadership of a small business aimed at improving the employment situations of my clients at little or no cost.

- The development of community awareness education information and delivery via free courses taught via invitation to all ages. Invitation to utilize my services following the classes, however no commitment required. Classes taught at civic facilities twice a month. Kerilyn Y. Lynch

13450 Southwest Barberry Drive Beaverton, Oregon 97008 Mobile: 503-***-**** email: *****.*******@*****.*** LinkedIn Profile: www.linkedin.com/in/lynchkerilyn

- Development of all business marketing material to include a fully functioning web presence, email marketing strategy and referral incentive program.

- Community/business networking to incept a program to accept "certified" candidates who had attended our courses. Additional invitations to local businesses to serve as guest speakers both in the Adult and Teen programs.

- Development of a Teen program for ages 14-18 to introduce them to what taking their first steps into the working world looks like. Participation from family and mentoring available post-program.

- Responsible for all back-end operational tasks such as tax filing, fiduciary responsibilities, business plan projection and evolution. Apple, Inc. Portland, OR/Remote 08/2011 to 01/2020 AMR Contact Center Senior Manager (Tech Support/Customer Service) Leadership of an organization of up to 120 technical support representatives and up to ten exempt Team Managers. This team was also remote based on the inception of their employment. Core responsibilities as a Senior Manager for Apple included, but was not limited to:

o Call center business/performance operations of my organization including results at all levels. Heavy expectations to work collaboratively within peer group and autonomously to exceed KPI and budgetary expectations which occurred on a regular basis resulting in exceeding company expectations. o Incepted original strategic launch plan for a new part-time remote technical support call center that included successful partnering with HRBP, Legal, Training, Senior Leadership, WFM, IT and other key stakeholders to ensure the smooth cradle to grave inception of the program within a three-month timeline

(250 frontline Advisors and eleven Team Managers). Department was launched in October of 2011, one-month ahead of schedule.

o Partnered directly with Senior Leadership on multi-channel and developmental strategic planning, contributed to new software and procedure implementation while managing last-minute change and employee morale resulting in reduction of attrition and more efficient use of internal resources. o Assisted in implementing a new system of accountability regarding front-line personal performance and attendance accountability resulting in a higher level of job satisfaction and incredible efficiency/ROI. o Incepted and assigned to large-scale projects when bandwidth was appropriate. As an example, I was selected as the AMR Regional Project Manager for our annual Worldwide career development and discovery event. Partnered with PMs in Japan and EU to consistently deliver the program, ensure logistics such as language translation and delivery timelines of materials accounted for regional stop gaps such as customs. 120,000 employees participated in this event annually with a 95% measured employee and vendor satisfaction rate. Kerilyn Y. Lynch

13450 Southwest Barberry Drive Beaverton, Oregon 97008 Mobile: 503-***-**** email: *****.*******@*****.*** LinkedIn Profile: www.linkedin.com/in/lynchkerilyn Arizona Technologies Consulting, Surprise, Arizona 01/2007 to 08/2011 Project Manager: Web Communications

o Responsible for the daily administration of client public information systems (i.e., public websites). Primary projects include support the communication to travelers and staff to inform of major construction initiatives at Phoenix Sky Harbor International and Los Angeles International Airport. Required exceptional time management skills, Microsoft Office Suite knowledge and comfort level communicating with multiple levels of government personnel.

o Successful management of large-scale client relationships to include regular communication and negotiation and on-call availability (24/7). o Maintain working knowledge of project information and technological advances in website maintenance to suggest and drive improvement strategies. o Develop demonstration websites for potential future clients to support business development.

Pulte Group, Inc., Surprise, Arizona/Bloomfield Hills, MI 02/2001 to 03/2007 National Contact Center/Marketing Development Manager Leadership of a full-service internal multi-channel contact center (three Exempt and up to 70 non-exempt reports) to include inbound calls, outbound calls, direct mail fulfillment and eMarketing

o Perform all responsibilities associated with the strategic planning and daily operations of the contact center to include, but not limited to performance management, establishing center processes and KPI’s, tracking and reporting methodology, vendor and supplier management, budgeting, Human Resources, Marketing, and legal liaison. o Assist in design of customer lifecycle planning and implementation for contact center, direct mail and eMarketing. Use of Marketo and Annuncio in concert with SalesLogix

(internal CRM) and Oracle OnDemand as data resource. Served as primary national marketing customer data resource for major sales and marketing events. o Research, identify, purchase, and implement new technology to include but not limited to CRM Solutions, Telephony, ACD, etc… (ex. Aspect eWFM). o Work collaboratively with field Marketing/Sales to develop and execute marketing campaigns based on geography and target consumer groups. o Customer database mining (SalesLogix/Oracle OnDemand/SQL) for the purpose of producing targeted marketing lists as well as campaign results to be shared throughout the organization.

o Assist in maintaining company Sales and Marketing Intranet Site to share best practices across the organization.

Kerilyn Y. Lynch

13450 Southwest Barberry Drive Beaverton, Oregon 97008 Mobile: 503-***-**** email: *****.*******@*****.*** LinkedIn Profile: www.linkedin.com/in/lynchkerilyn CONSULTING EXPERIENCE

Various invitations to consult within several respected organizations relative to contact center infrastructure and management. Some companies include: o DHL Worldwide – Workforce Management and Service Level Improvement project. Implementation of a new WFM platform (Genesys) and statistical management reporting structure.

o LiveOps – Outbound Telesales Program Management to include sales, service, and market research-oriented programs.

o Liberty Mutual – Performance Management, auditing program development. SOFTWARE EXPERIENCE/OTHER SKILLS

o Microsoft Office 365 (Excel, Word, Outlook and Powerpoint) o Intermediate Mac/Apple iOS product technical support o Siebel/Oracle CRM On-Demand/Sales Logix

o SalesForce

o Aspect Director, CMS, eWFM, IEX & Genesys

o Witness, NICE, CERS and NorthStar Call Quality Monitoring Systems o Avaya OneX, Aspect, Toshiba (to include VoIP & SIP Technology) o SPSS MrInterview and MrTables (Market Research)

o Marketo and Annuncio eMarketing solutions (copywriting, editing and customer lifecycle design)

o AS/400

o SAP

o xHTML

EDUCATION

o Rio Salado College Tempe, Arizona

AAS - Information Technology

Transferable education credits

PROFESSIONAL MEMBERSHIPS

o Direct Marketing Association (DMA) – 02/04 to Present o Call Center Networking Group (CCNG) – 02/01 to Present o Incoming Call Management Institute (ICMI) – 02/01 to Present CIVIC INVOLVEMENT

Job Advocates, LLC. – Pro-bono career and resume coach volunteer via my own business giving back to the community.

o AZ Small Dog Rescue – Volunteered weekends to support a dog and cat rescue to adopt surrendered and abandoned animals. Some animal rescue and transport involved.

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