As an engineer and manager, Lyn has over 28 years of experience in the information technology industry. His knowledge of voice and data systems combined with a focus on business requirements, process methodology, and client relationship building, ensures that the solution fits the needs of his client’s business. Lyn is focused on important business drivers (i.e. cost reduction, ROI, customer satisfaction) and utilizes business process management skills and technology implementation experience to achieve these goals.
Lyn has managed numerous successful implementations of enterprise-wide communication solutions.  These include:

• Independent Solutions Architect contractor for a large speech recognition implementation for Telco New Zealand; 35 self-service topics, over 150 destinations, 24M calls annually. Improvements were as follows: 55% zero-out reduced to 4.7% with speech self service, customer satisfaction improved 44%, first call resolution increased from 76% to 90%, 11% increase for full automation (never having to speak to an agent).
• Management of the implementation of the largest speech recognition customer service application in North America to date (2004-05); integrated Call Steering, 12,000 voice prompts, 143 applications, 25 backend integrations, 576 Nuance speech licenses split between 2 call centers. 6 month implementation.
• Management of an MCI telecommunications team that built automated solutions including 21 major call flows, utilizing 2400 ports, taking an average of 100k calls per day (3M per month), generating a cost avoidance model of $3M per month. Over the course of 10 years, Lyn’s team provided the company a $100M cost-avoidance solution.

Lyn has provided technical and management expertise in day-to-day operations, has set organizational tone, has built, integrated, and implemented dynamic customer service-oriented automated voice response systems. Lyn has the ability to manage large, complex, multi-million dollar projects delivering a range of automation solutions.