Lynn Mbabazi

I am a dedicated and detail-oriented professional with progressive experience in leadership and quality control as well as assurance. Recently completed a Mini-MBA in Healthcare Management from University of Arizona, Tucson, AZ and a Healthcare Management Program from Vanderbilt University, Nashville, TN, am currently pursuing a BSc. Business and Healthcare Management degree at Capella University; well-poised to excel in challenging job roles. Qualifications include but are not limited to.

• Remarkable efficiency in streamlining healthcare systems, facilities, and services procedures by guaranteeing compliance with organization standards.
• Out-of-box thinker and analytical individual with proficiency in communication, problem-solving, and interpersonal skills to work in fast-paced environments.
• Demonstrated expertise in driving system improvement by identifying inefficiencies and utilizing data, evidence-based practices, and quality improvement methodologies.
• Adept at achieving high level of customer satisfaction by addressing and resolving all registered complaints through effective and strong relationship building.

BNY Mellon, Westborough, MA               
Senior Shareholder Specialist/Team Lead                                                                                                                                                   2023 – Present

Supervision and Guidance: Spearhead daily team operations, provide comprehensive training and address client concerns to facilitate seamless and efficient task execution. 
Goal Setting: Drive clear performance goals and objectives for the team, ensuring alignment with the organization's overall strategy. 
Task Delegation: Manage tasks according to team members' strengths and skills, ensuring balanced workloads and adherence to deadlines.
Performance Monitoring: Regularly assess team performance, provide constructive feedback and coaching to help team members improve their skills and productivity. 
Conflict Resolution: Address and mediate conflicts within the team, fostering a positive and collaborative work environment. 
Communication: Act as the primary point of contact between team members and upper management, ensuring that information flows effectively in both directions. 
Training and Development: Identify training needs and facilitate opportunities for team members to develop their skills and advance their careers. 

• Received the highest quality service award for 2024. 
• Spearheaded cost cutting mass coaching and lean system application. 
• Received 40+ positive client reviews for excellent service and innovative problem solving. 
• Exceeded expectations and maintained an outstanding performance score. 

Middlesex Savings Bank, Westborough, MA
Financial Customer Service Representative                                                                          2021 – 2023

Manage account transactions and research/maintenance requests to deliver prompt and accurate resolutions. Assess customer requirements and suggest suitable solutions to meet client expectation levels. Support internal/external customers by resolving complex issues via telephone and email communication. Assist completion of complicated customer requests by fulfilling service needs of internal/external customers and leveraging problem-solving skills. Direct multiple computer applications to ensure smooth interactions and provide top-notch service. 

• Received 30+ positive customer reviews for providing exceptional customer services. 
• Met and surpassed sales target by 500% in 2022 and 63% annual sales target in 2021. 
• Represented as top performer across department for two consecutive years in 2021 and 2022. 

BNY Mellon, Westborough                                                                                                                2017 – 2020
Intermediate Representative                                                                                                             2018 - 2020

Identified discrepancies in shareholder accounts and statements to guarantee accuracy. Updated shareholder accounts status and offered advanced technical support to address client-facing queries. Conducted thorough daily reviews of open items to assure follow-up and timely closure. Supplied large quantities of information on financial transactions, account information, and transaction processing to solve customer queries on time. 

• Facilitated client escalation to relevant teams for swift problem resolution as per set standards. 
• Improved customer satisfaction rating by completing projects before deadline and responding to clients’ requests. 

Shareholder Specialist I & II                                                                                                                                                      2017 – 2018 

Played an active role in driving process improvement initiatives by proposing innovative ideas. Assisted clients in providing details of company’s product features and technical assistance. Supported professional and management staff in complex operational and client issues resolution via phone, email, and other inquiries procedures. Informed technical teams regarding problem resolution status to increase customer satisfaction. 

• Promoted to shareholder specialist II position within three months of tenure for demonstrating best performance. 
• Gained promotion to quality control team for acquiring highest percentage of accurate trades within department and reviewed teammates’ trades before receiving approval from New York Stock Exchange Market. 

Wal-Mart, Westborough, MA                                                                                                                                                      2016 – 2017 
Customer Service Manager

Recruited, mentored, and motivated employees with a focus on driving service excellence. Fixed technical problems by utilizing new techniques and exploring potential network problems. Established key metrics to monitor chargeback policies and apply corrective actions. 

• Restructured department 82 operations and boosted 100% sales. 
• Expanded customer operational performance through provision of help desk resources and technical advice. 
• Achieved customer service and financial goals by developing annual budgets, scheduling expenditures, reviewing variances, devising strategic/action plans, and enforcing production, quality, and customer service standards. 

BSc. Business Healthcare Management 

 Capella University, Minnesota MN 

Presidential Member of the National Society of Leadership and Success 

Mini Master of Business Administration in Healthcare Management
University of Arizona, Tucson, AZ 

Healthcare Management Certificate Program 

Vanderbilt University, Nashville, TN