Lynn Costlow

Inspirational Customer Experience & Operations Executive

Location
Greater Chicago Area
Industry
Management Consulting

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Lynn Costlow's Overview

Past
Education
Connections

500+ connections

Lynn Costlow's Experience

Vice President, Customer Service & Sales Operations

United Stationers

Public Company; 5001-10,000 employees; USTR; Wholesale industry

May 2013May 2014 (1 year 1 month) Greater Chicago Area

With net sales of 5.1 billion, United Stationers is North America’s largest broad-line wholesale distributor of business products, representing over 1,000 manufacturers, providing distribution and marketing expertise to a broad spectrum of resellers in a number of product categories. In addition to a world class distribution system, United is a recognized industry leader in high quality service for customers, efficient supply chain technologies and innovative, sell-through marketing programs.

Reporting to the Executive Vice President of Sales and Service, Lynn was responsible for leading and managing Customer Service operations for six customer service centers supporting National Accounts, Independent Office Supply Dealers, New Channels, E-tailers and Independent Distributors. Lynn was also responsible for the company's Inside Sales teams as well as the Sales Operations team enabling the Field Sales organization.

Vice President, Multi-channel Strategy & Operations

U.S. Cellular

Public Company; 5001-10,000 employees; USM; Wireless industry

September 2012January 2013 (5 months) Greater Chicago Area

As vice president, multi-channel strategy and operations, Lynn led the company's efforts to strengthen existing sales channels, manage coordination across all channels, and create a seamless and integrated customer experience across all customer-facing channels, which include in-store, online, over-the-phone and third party retailers.

Vice President, Customer Service

U.S. Cellular

Public Company; 5001-10,000 employees; USM; Wireless industry

August 2007September 2012 (5 years 2 months)

Reported to Executive Vice President and COO. Responsible for serving 6 million customers by leading operations for 5 domestic call centers and a team of 2500 employees in the United States as well as incremental outsourced operations in multiple locations across Latin America. Accountable for handling more than 3 million calls every month, an operating budget of $180 million, and overseeing customer interactions in the telesales and customer care center environments to deliver on the company’s award-winning customer satisfaction strategy

Senior Director, Sales Operations

US Cellular

Public Company; 5001-10,000 employees; USM; Wireless industry

June 2005June 2007 (2 years 1 month)

Reported to the Chief Marketing Officer and provided direct leadership to a department of 100 employees. Responsible for retail, indirect, B2B and alternative sales channel operations on a national scale, supporting a sales force of approximately 4000 employees and a large dealer network. Drove the development of sales tools/programs, operational policies, incentive compensation plans, sales organization design, as well as construction of retail stores for the field sales force. Directed all aspects of supply chain strategy and operations for phones & accessories, including portfolio development/device selection, inventory forecasting/planning, device distribution and quality/repair services for all sales channels.

Senior Manager

BearingPoint

Partnership; 1001-5000 employees; Management Consulting industry

October 1997May 2005 (7 years 8 months)

Internal BearingPoint role involved selecting & developing talent, prospecting/selling services, career development of resources and staffing/managing coordination of multi-million dollar business projects in U.S. Responsible for overall mgmt and operations of BearingPoint project teams, including performance evals, resource planning, budget development & management, and financial administration. Achieved business development goals by identifying sales opportunities, developing proposals & delivering quality work for multiple clients.
Areas of client focus included job/role re-alignment, post-merger business integrations, & business readiness for large-scale system conversions, particularly within Human Resources areas (HR-IS, Compensation, Recruiting, Training, etc.). Engaged in full-time client delivery as well as responsible for key executive relationships, business development, financials/budgeting, sourcing and oversight for all BearingPoint projects across one key account.

Lynn Costlow's Honors and Awards

  • Argyle Executive Forum: April 2014

    • April 2014

    Moderator and Panelist: 2014 Leadershipo in B2B Sales

  • Consero Customer Experience Forum: March 2014

    • March 2014

    Panelist: Share the Love: Enhancing Your Customer-Centric Culture Through Exployee Engagement
    Moderator: Taking Your B2B Customer Experience to the Next Level

  • Keynote speaker

    • April 2012

    Argyle Executive Forum: Dallas, TX, April 2012
    Keynote speaker: Want to Create a Better Customer Experience? Start by providing it to your Associates

  • Leading Participant

    • March 2012

    Leading Participant in Frost & Sullivan “Virtual Think Tank:
    How Easy is Your Company to do Business With?” March, 2012
    Frost & Sullivan invited selected industry leaders to participate in a new and unique thought leadership forum – their Virtual Think Tank. The executives that contributed their opinions and insights hail from a wide variety of name-brand companies. The goal was to find out how industry leaders are infusing their organizations with a culture of “easy;” using practical methods and internal processes to make the customer experience seamless and trouble-free.

  • Speaker

    • February 2012

    Argyle Conversation: Lynn Costlow, vice president of customer service at U.S. Cellular® Corporation and Mitch Lieberman, VP market strategy, at Sword Ciboodle, discussed the importance of strong customer service
    http://www.argylejournal.com/functions/customer-care/argyle-conversation-lynn-costlow-vice-president-of-customer-service-at-u-s-cellular%C2%AE-corporation-and-mitch-lieberman-vp-market-strategy-at-sword-ciboodle-disucssed-the-importance-of-strong/

  • Keynote Speaker

    • February 2012

    Customer Experience Management in Telecoms: Miami, Florida, February 2012
    Keynote speaker: Want to Create a Better Customer Experience? Start by providing it to your Associates

  • Keynote Speaker

    • October 2011

    Frost & Sullivan: San Diego, California, October 2011
    Keynote speaker: Getting Your Seat at the Table: Integrating Customer Contact Strategy with Enterprise Strategic Planning

  • Keynote Speaker

    • September 2011

    Alcatel-Lucent Campus: Diversity/Inclusion Summit, September 2011
    Keynote speaker

  • Speaker

    • August 2011

    Forrester.com/Kerri Bodine’s Blog, August 2011
    Forrester Blogs › Marketing & Strategy › Customer Experience Professionals › Kerry Bodine
    “How US Cellular Socializes It’s Customer Experience Ecosystem” discussion with Lynn Costlow
    http://blogs.forrester.com/kerry_bodine/11-08-03-how_us_cellular_socializes_its_customer_experience_ecosystem

Lynn Costlow's Skills & Expertise

  1. Customer Experience
  2. Wireless
  3. Sales Operations
  4. Strategy
  5. Management
  6. Cellular Communications
  7. Customer Service
  8. Budgets
  9. Customer Retention
  10. Business Development
  11. Training
  12. Cross-functional Team Leadership
  13. Vendor Management
  14. Call Center
  15. Customer Satisfaction
  16. Team Building
  17. Telecommunications
  18. Team Leadership
  19. Performance Management
  20. Operations Management
  21. Change Management
  22. Strategic Planning
  23. Business Process Improvement
  24. Business Strategy
  25. Project Planning
  26. Outsourcing
  27. Talent Management
  28. Organizational Development
  29. Mobile Devices
  30. Inventory Management
  31. Call Centers
  32. Employee Engagement
  33. Program Management
  34. Leadership
  35. Human Resources
  36. Sales
  37. B2B
  38. Marketing
  39. Leadership Development
  40. Process Improvement
  41. Retail

View All (41) Skills View Fewer Skills

Lynn Costlow's Education

University of Tulsa

Masters, Industrial/Organizational Psychology

19951996

Southwestern University

BA, Double Major in Psychology & Sociology

19911995

Lynn Costlow's Additional Information

Honors and Awards:

2012 - JD Power and Associates Customer Service Champion of the Year
2012 - Consumer Reports, ranked #1 in U.S. wireless industry for customer service
2011 - JD Power and Associates Customer Service Champion of the Year
2011 - Consumer Reports, ranked #1 in U.S. wireless industry for customer service

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