Lynn brings to our organization close to 20 years of experience in operations management for client services and administrative support.  Previously, she advanced to the rank of Vice President at Bank of America while serving in various management roles in cross-site call center customer service operations and the local bank branch channel. Later, Lynn went on to serve as a Private Banking Representative, A.V.P, for First National Bank, where she provided high-touch, personal concierge banking services to the bank’s high net worth clients, including credit and lending services.

Lynn completed Regional Management Development, Human Resource Management, and The Lackawanna Leadership Executive programs. She is certified in Six Sigma coursework. Lynn attended Camden College in Blackwood, NJ.

Lynn and her team are responsible for the efficient, daily operation of the employee benefit resource center, handling inbound call inquiries, emails, mail, and chat.

Lynn’s main tasks and responsibilities include the following:

• Manage the daily operations of the inbound call center
• Ensure the overall quality and productivity of call center operations by evaluating and analyzing quantitative and qualitative performance results
• Develop and initiate actions to improve employee performance
• Partner with internal departments such as Resource Management, Human Resources, Benefits, Fulfillment, COBRA, Health Account Services,to focus on common goals and influence performance of site and change employee behavior
• Assist team with resolving client issues, both routine and complex, in a timely manner and provide necessary parties involved with complete and accurate information
• Forecast call volumes, as needed, to ensure adequate coverage during operating hours for various skill division within the departments
• Train new employees, mentor team members, and identify opportunities for staff member development and Identify trends and service improvement ideas
• Encourage teamwork and foster open lines of communication within the team and cross department

While at Baker Tilly Vantagen, Lynn has cultivated improved client and employee relationships through:

• Implementation of new processes, policies, work flow analytics, and scheduling
• Improved service levels, while reducing unit operating costs and implementing more meaningful practices that influence our ability to understand and manage productivity

Lynn is actively involved in community initiatives, including Dress for Success, EOTC Mentoring, Women’s Resource Center and homelessness prevention in Scranton through the Catherine McCauley House, The Volunteer Action and Community Intervention Centers.