1. Lynn R. Nunnally
Phone 425-985-1790/ Email: Lynn.Nunnally@hotmail.com
PROFESSIONAL PROFILE
 Strategic and focused while working in a challenging environment
 Provenability to build excellent rapport withcross functionalteams &
providers
 Highly motivated and organized while managing multiple projects
independently
 Resourceful in identifying, analyzing and resolving issues
PROFESSIONAL EXPERIENCE
Expedia. Inc. – Senior Voice Solution Analyst
Call Center Support and LOB Support Services
 Order, Build and implement all types of TFN’s including UITFN,IFF, PSTN,and Shared.
 Support for30 different callcenters around the world and multiple Lines of Business
 Support IVR ,ICRS, SynApps, VIM/EAP and NICE Call recording
 NICE Call Recording- Tier 1 support including build of new Users and Groups, load devices
and monitor and troubleshoot issues
 Test UAT and implementation of new services
 Workwith LOB to solution for outages or volumes
 On Call support for Call center outages- Reroute of traffic to differentcall center putting up
messages and changing HOO rules.
Symetra Financial – Service Delivery Specialist (Vendor Management) Telephony-
Network & Wireless Services
 Monitor, interpret, and verify daily metrics and reporting regarding key operational status,
trends for the Service Provider
 Assist with RFI and RFP’s forthird party vendors and make recommendations based service
and costeffectiveness
 On Call forany SL1 or SL2 outages 24x7 365 days
 Monitor incident tracking, closure rates, assignment activities, ticketcontent quality, and
service escalations.
 Coordinate with ServiceProvider and contracted third parties that are responsible for
providing break/fix services at Symetra HQand 16 field officelocations
 Performongoing research and assessment of Service Providers operating trends, best practices,
and emerging technologies
 Coordinate with the Service Provider’s aligned resources toadopt approved cost effective
options
 Primary advocatefor Symetra business-aligned ITfor service delivery issues and concerns
relating to IT Service Provider.
 Approve and audit monthly invoices for accuracy based on contractual agreements & pricing
 Deliver solutions and gather requirements formultiple contact centers in WAand multiple East
Coast offices
 Workwith the Service Providers SLM to monitor, validate, and report service level compliance.

2.  Coordinate with the Incident and Change Management leads to produce ongoing
communication regarding major change activity and ongoing incidents that impact the Symetra
community.
 ProvideMonthly KPIfor CEOdashboard reports
 Responsible forreviewing and monitoring services using portals forreporting
 Reviews RCA’s and communicate any missed SLA to contractmanager forpenalty assessments.
 Analyze and evaluate reporting metrics for audit and vendor performance to capitalize on
opportunities for areas of focus& improvement
 Expertise in gathering internal requirements to deliver producton time with accuracy
 Identify new opportunities within existing projects and lines of business whilepromoting
industry and internal best practices
 Responsible forcoordinating all services requirement for new officeopening or moves
StrategicProjectManagement
 Skillful oversight of business objectives, technical specifications,and website architectural
requirements
 Successfully manage dynamic project teams while meeting quality deliverables and achieving
compelling results
 Significant leadership in defining project scope, planning, and execution with challenging
timelines and limited budgets
 Effectively clarify andcommunicate projectrisks while identifying creative alternatives
 Identify milestones that measure projectprogress and ensure timely delivery
 Equally comfortable withonline or in-person presentations and an advocate forproductive
cross-team communication
VendorManagement/ ContactCenter
 Effectivemanagement of outsourced vendors and Call Centers on and off shore.
 Define quantitative goals that align with organizational strategy and vision
 Compile and analyze performance data to monitor and measure productivity against key
performance targets
 Regularly review and implement streamlined processes to maximize operations and increase
efficiency
 Coordinate and conductweekly vendor operational meetings to provide sales coaching and
performance feedback, and ensure accountability foraccuracy,quality, delivery,security and
productivity
 Promote hard work,celebrate success, and foster a culture of partnership and respect within
the contact center culture

3. Lynn Nunnally Page 2
EMPLOYMENT HISTORY
2013 – Present Senior Voice Solution Analyst Expedia, Inc. WA
2006 – 2013 Service Delivery Specialist,
Telephony, Network &Wireless
services
Symetra Financial, WA
2000 - 2006 Senior Technical Consultant XO Communications, WA
1998 – 2000 Implementation Engineer MCI WorldCom, WA
1996 – 1998 Local Service Manager Icon Communications, WA
SPECIALTY FOCUS
 Trainingandcoachingcrossfunctionalteamsinthe art of contact centers and
servicedelivery
 Operational optimizationandexcellence
 Customerbehaviorandexperiencein anContactCenter environment
 Customerengagementbestpracticesand customersatisfaction
References available upon request as well as letter of recommendations and past performance
reviews