Polly A. Howerton-Lynch

About Polly A. Howerton-Lynch

Optimize and enhance CX operations of globally distributed contact centers. Six Sigma Master Black Belt Process improvement expert in contact center automation and global PMO operations. Support a network of more than employees across 86 global locations to consistently deliver fast, friendly, frictionless customer experiences. Deliver optimized customer care, tech support, sales, AI operations, and trust and safety solutions. Build human and technology contact center solutions. Six Sigma Master Black Belt Process Improvement Global PMO and Client Lifecycle Standardization Process Documentation and Customer Journey Mapping AI and Human Customer Experience Strategy Process Analysis and Improvement Implementation Contact Center Operations and Technology Business Continuity & Disaster Recovery Management Certified ScrumMaster (CSM) Leadership You can reach me at: p••••••••@gmail.com

Experience

1. Vice President of Global Pmo, Process Improvement, Quality Insights, Licensing Admin

   TTEC

   Mar 2019 — Present

   Lead the Project Management Office for client lifecycle and onboarding with a team of 40+ PMP certified Project Managers, Six Sigma Black Belts process improvement professionals, enablement leaders (tech, tools, and processes) and managers leading teams of to people. Continuous improvement of the client lifecycle and onboarding experience facilitating long term success and future growth across 24 countries. • Coach and develop world class project and program managers. Ensure correct methodologies and tools are being applied for each project. Lead continuous improvement initiatives through trend analysis and metrics. • Partner and collaborate directly with stakeholders to ensure PMO governance is effectively delivered. • Work with managers to review and monitor project health. Create dashboards and implement metrics and associated artifacts such as standard SOWs, delivery methodologies, and delivery best practices. • Create roadmaps and work with project managers to ensure scope, schedule, cost, and quality baselines are met. • Identify and remove impediments that block your team\'s ability to meet objectives. • Maintain harmonized and documented project management process and budgetary and resource capacity planning for current and planned projects. • Create standardized methodologies for roll-up of PMO wide updates for executive consumption. • Partner with Sales, Customer Success, Support, and Product Management to delight customers and ensure the highest levels of Customer Satisfaction. • Work cross-functionally to communicate technology vision, evolution, project scope, timeline, and dependencies for technology-based developments. • Implementation at scale and complexity (hundreds of sites, thousands of users).

Education

• West Virginia University

  Bachelor of Science

• West Virginia University

  Master of Business Administration - MBA