Lynette H. Brinkley
BAE Systems Inc
Fort Mill,SC
29
years of professional experience
Highly motivated leader with 25 years of leadership, client services, management, and training experience. Extensive background in evaluating and analyzing individual and team performance to ensure goals and business results are aligned with organization and enterprise initiatives. Motivated by internal standards of excellence to overachieve expectations, exceed set goals, and excel regardless of business challenges.
Work History
Manager
15 Years 9 Months- HR Enterprise Shred Services Assisted with the implementation and development of HR Share Services function; Establish and supervise delivery of specialized services to service center customers; Maintain an effective team environment with a strong accountability for customer service.
- Oversee day-to-day operations of HR service center, supporting over 32,000 employees.
- Lead, develop, and manage the performance of a team of 10 HR and Payroll representatives, handling approximately 90,000 contacts annually.
- Monitor and analyze call and case management statistics to improve process and efficiencies to better support HR Shared Service customers and maintain service level objectives.
- Monitor performance and establish quality control of HR transactions and process fulfillment.
- Identify and implement systematic changes to improve processes.
- Implemented RPA automation for new hire/rehire tax process, resulting in 50% reduction of manual transactions.
- Achieved over 75% reduction in termination related transactions by implementing system automation solutions.
- Collaborate with HRIS, Sector HR, and HR Center of Expertise teams to translate business requirements into process improvements to positively impact service delivery and customer experience.
- Partner with benefit and retirement vendors to create synergies and a seamless customer contact experience.
Division Manager
1 Year- Participated in the creation of strategies that support the vision of the Contact Center initiatives and the corporate vision; Led overall team focus on a customer-centric process; Responsible for the overall Quality, Productivity, and Service Level Commitment for the Contact Center; Led the development and continual communications of aggressive team objectives within the division that support the mission; Facilitated processes and practices that enable all employees to understand and embrace the objectives of the department, organization, and company.
- Provided guidance to leaders on workflow, procedures, standards and other aspects of daily operations to ensure that goals were achieved and concerns resolved appropriately.
- Worked with leaders and other staff to review and create performance measures and metrics, assuring data was accurate and analyzed appropriately and that standards were applied consistently and updated as business needs change.
- Assured that customer survey feedback, customer complaints, and regulatory issues were properly reviewed and analyzed to determine or implement any necessary business actions to improve service results.
- Mentored and developed direct reports; provided ongoing feedback and coaching to maximize their individual contribution, professional growth and ability to function effectively as a team.
- Provided guidance to managers on effective performance management and individual development planning.
- Collaborated with trainers and leaders on needs analysis and development of training curriculum to achieve the needed job knowledge critical to providing world-class service.
- Directly involved with the identification, interview, and potential hire of qualified candidates.
- Partnered with Division Managers and others on organizational wide issues such as staffing, performance standards, Service Level Agreements, controls, workflows, and budget to achieve effective operations, and ensure consistency.
Manager
9 Years- Led team of direct reports in the establishment and achievement of customer experience goals; responsible for the total performance of the team in regards to quality and productivity objectives; use effective coaching practices to ensure high standards of customer care, a high level of employee commitment and capability.
- Demonstrated a commitment to the efficient implementation of new initiatives by managing and leading the change process in support of organizational strategies, and as part of the process, coaching employees to successfully adapt to change.
- Maintained mandated department Service Levels and performance targets to maximize client availability and efficiencies.
- Managed Contact Center Inforce, New Business, Agency Support, and Customer Support teams.
- Established, communicated, and monitored employee standards and accountabilities.
- Performed monthly, semi-annual, and annual performance sessions.
- Mentored employees with career and individual development Identified training opportunities to motivate and empower team members.
- Partnered with performance manager to identify, interview and potentially hire qualified candidates.
- Provided open communication with coach to identify opportunities to enhance employee experience Identified and implemented strategies to increase customer satisfaction Accountable for timely resolution of customer concerns.
- Represented Contact Center on the NEWS resource and IVR designee teams.
- Oversaw pilot and successfully implemented work processes for Banner Sheets, Fillable Forms, Address of Record Verification, Lead Generation and Financial Professional Dissatisfaction projects.
- Contributed in defining business requirements documents (BRD) for Phase III CSR analyst processing.
Training Specialist
3 Years- Provided classroom instruction to new and existing employees on product knowledge, policies and procedures.
- Designed instructional workbook materials used in training including hands-on experiences, worksheets, review games, course objectives, and course agendas.
- Conducted classroom training lasting from 6- 8 weeks to new hires.
- Administered support to new employees through mentoring, observation, and feedback.
- Provided extensive training to staff on various financial products and legacy systems.
- Evaluated, tracked and documented weekly training progression and accomplishments.
- Provided continuous training to existing CSR’s, sharpening their technical knowledge, improving soft skills, and increasing customer care awareness.
Education
Bachelor of Science - Biology
Timeline
Manager
BAE Systems Inc
01.2011 - CurrentRead More
Division Manager
AXA-Equitable, Customer Contact Center
01.2010 - 01.2011Read More
Manager
AXA-Equitable, Customer Contact Center
01.2001 - 01.2010Read More
Training Specialist
Customer Contact Center
01.1998 - 01.2001Read More
Elizabeth City State University
Bachelor of Science from Biology
Read More