Jason Lynch
Vice President Contact Center Operations @MGM Resorts International
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WORK HISTORY
Vice President Contact Center Operations @MGM Resorts International
Provided strategic leadership and oversight of over 350 employees for the MGM Resorts International Contact Center operations to ensure the attainment of all key performance indicators which influence revenue, guest service, operational excellence, and employee satisfaction.Ensure best in class services are provided to all guests that interact with Contact Center operations to maximize profitability while properly managing operational and labor expense.• Decreased abandon calls from over 30% to below 10%• Increased employee engagement by double-digit percentage points within the first year. • Increased year over year sales by over $20mil • Reduced call volume up to 30% by re-designing phone IVR saving more than $3.8 million in FTE expenses.• Improved NPS scores to 84% by implementing a customer-centric quality program.• Implemented a work from home strategy and execution plan to permanently have all 350 employees work from home due to the recent pandemic.
EDUCATION
Menlo Atherton
HS, General
Northcentral University
No, Business
Foothill College
No, Aeronautical Science , Aviation Management
SKILLS
ABOUT JASON LYNCH
Throughout my career in customer-centric and trust-driven environments at Alaska…
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