Lyn Saint
Hudson,OH
Summary
Results-oriented Customer Service Center Manager with strong problem resolution and organizational skills. Successfully enhanced customer retention through innovative strategies and effective team training. Ready to leverage expertise to drive continuous improvement and operational success.
Overview
1
1
Language
1
1
Certification
15
15
years of professional experience
Work History
Customer Service Center Manager
Town & Country Housing
Tunbridge Wells, UK
09.2007 - 05.2012
- Developed and implemented strategies to enhance customer satisfaction for residents in the Kent & Sussex areas of the UK.
- Trained and mentored staff on effective communication and conflict resolution techniques, specifically housing services and responsive repairs.
- Analyzed customer feedback to identify areas for improvement in service processes.
- Supervised daily operations of customer service center, ensuring high standards of service delivery.
- Resolved escalated customer issues, demonstrating problem-solving skills and enhancing team efficiency.
- Monitored performance metrics, providing regular reports to senior management for strategic decision-making.
- Collaborated with cross-functional teams to streamline service workflows and reduce response times, including stakeholders.
- Identified opportunities and found solutions for continuous improvement.
Interim Head of Business Development
Town & Country Housing
Tunbridge Wells, UK
12.2010 - 12.2011
- Led strategic partnerships to enhance market presence and drive revenue growth.
- Championed continuous improvement within the organization by embracing innovation and out-of-the-box thinking.
- Mentored junior staff, fostering professional growth and enhancing team performance.
- Collaborated with cross-functional teams to streamline processes and improve service delivery.
- Established key performance indicators to measure success of business initiatives effectively.
- Negotiated contracts with stakeholders, ensuring mutually beneficial agreements and compliance standards.
Customer Service Manager
Carillion Fleet Management
Wolverhampton, UK
09.2006 - 09.2007
- Led customer service team of 30 people. Responsible for the management of a fleet of 14,000 vehicles.
- Developed training programs to improve staff performance and service delivery standards.
- Implemented new business processes to streamline customer interactions and data management.
- Analyzed customer feedback to identify trends and drive process improvements.
- Established key performance indicators to measure team effectiveness and productivity.
- Fostered collaboration between departments to resolve complex customer issues efficiently.
- Developed customer service agreements.
- Took ownership of customer issues and followed problems through to resolution.
Head of UK and Ireland Contact Center
Michelin Tyres PLC
Stoke-on-Trent, UK
08.1997 - 09.2006
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments managing a team of 64 people.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Proven successful working within tight deadlines and a fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Strengthen communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
Education
Master of Science - Environmental Management
University of Derby
Derby, UK06-2004
Bachelor of Science - Geography And Geology
University of Salford
Salford, UK06-1994
Skills
- Delegation skills
- Relationship management
- Sales support
- Business development
- Feedback analysis
- Team leadership
- Effective communication
- Organizational skills
- Multitasking
- Patience
Accomplishments
- Spent the last 14 years raising a family.
- During my professional career I have:
- Supervised multiple teams including 64 staff members.
- Developed & implemented service level agreements.
- Worked with stakeholders to shape service delivery.
- Implemented and managed a cross-functional customer complaints system.
Certification
- Mary Gober Customer Service Training - 3 months
- Carillion Leadership Program - 1 year
- Project Management Training (DPCM)- 3 months
- AIEMA License (Associate of the Institute of Environmental management & Assessment) - 2 years
Languages
French
Limited Working
Interests
- Enjoy participating in tennis for overall physical and mental well-being
- Swimming
- Photography
- Travel
Timeline
Interim Head of Business Development
Town & Country Housing
12.2010 - 12.2011
Customer Service Center Manager
Town & Country Housing
09.2007 - 05.2012
Customer Service Manager
Carillion Fleet Management
09.2006 - 09.2007
Head of UK and Ireland Contact Center
Michelin Tyres PLC
08.1997 - 09.2006
Master of Science - Environmental Management
University of Derby
Bachelor of Science - Geography And Geology
University of Salford