Lynn

LYNN

A high performing consultant with experience in modernising and managing customer service teams across various geographies. Change and business transformations including implementation of SaaS products such as Salesforce. Setting up Customer Service Centres and developing and implementing strategies to enhance Customer Experience whilst reducing cost to serve and supporting business growth.

 

One of my strengths is having the ability to quickly spot patterns, looking for alternative routes, evaluate and take action. Instilling a “What can be done” mentality across my teams; often turning the “no’s” into improvements that benefit the department and ultimately the company.  With my positive and enthusiastic approach I strive to make a difference by adding value through providing insight and drive the use of data, which has resulted in delivering exceptional results across various roles for almost 30 years.

This has been predominately in the Medical Devices Industry but also in Defence Industry and Commercial flooring focused on sustainability.

 


Signature strengths: Strategic, Ideation, Empathy, Achiever & Responsibility.

Key achievements

  • Set up and managed a Customer Relations team within customer service to take on customer feedback, gatekeeper for correct pricing within EMEA, EMEA product recalls and managing highly classified patient information.
  • Merged EMEA order management team and customer service team into one team.
  • Created various metrics resulting in amongst other things cutting down lead-times, shipment predictability and improved forecast.
  • Realised and implemented a refurbished parts process.
  • Management optimalisation of Mission Critical sales orders, solved 80% of the predictability issues of customer sales order shipments.
  • Improved production planning through capacity planning and order acceptance.
  • Major contributor in the integration to align 2 companies after a merger.
  • Change Agent for the implementation of the CRM system, including training the Sales and CS department
  • Re-designed, implemented and maintained EMEA wide Key Performance Indicators to identify missed revenue opportunities and improve service levels. (Improved past due orders from 3.5% to 0.2%, improved phone from 91% to 99% answered correctly and invoice corrections < 3%)
  • Developed the EMEA customer feedback process.
  • Nominated for the FAME award: Caring 2016.
  • Nominated for the FAME award: Winning Spirit 2016.
  • Winner of ROCS award (Recognition of Outstanding Customer Service) September 2014.

CORE COMPETENCES


Change Management, Customer Service, Operational Management, Process Mapping, KPI’s, SLA’s, Strategic Planning, Continuous improvement, , Customer Experience, Coaching, People Development, Shared Service, Business Transformation, Order to Cash, CRM, Customer Journey Mapping


"Lynn is driven by passion and professionalism.

She easily finds the balance between focus and multitasking. With a good sense of humour. She is at

her best in work or change related processes.

Working together with Lynn is an enrichment."

Arjen Lugtigheid

"I was always impressed by her drive to do the right thing and all necessary to serve her customers and support her team and the business.

Lynn's creativity brought many solutions for existing problems and helped avoid future ones and her focus in "what can be done" and not in "what we can't do" made her a rock during the periods of change.

It was a pleasure to work with such a professional, positive and customer focus person."

Marta Martinez

"If you’re determined to transform your business to deliver the best Customer Experience in your market, look no further than Caroline and Lynn. They combine years of expertise with a sharp eye and endless energy and ideas to help you really stretch your company objectives using a collaborative and inspiring approach. With their support you can ensure your goals and ways of working will always be customer centric, and result in very real enhancements to both your customer’s experience and your commercial performance." 

 Emir Sedat

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