New York City Metropolitan Area
John Lyons is the Director of Innovation within our Strategic Partnership Channel at Verizon. He is responsible for leading vendor teams in domestic, near shore, and off shore locations. As Verizon expands its international footprint his team is tasked with launching contact centers around the globe with Verizon’s business partners. He is responsible for the strategic execution of the Verizon priorities at these sites as it relates to delivering a compelling experience for its customers. His Innovation Team is committed to driving change, and is focused on developing new ways to deliver a memorable customer experience. This is done through advances in technology, tools, people and processes. John Lyons started his career at Verizon in 1987 as Directory Assistance Operator. In his early years at Verizon he also worked as a construction lineman, and cable splicer responsible for building and maintaining the company's network. John ventured outside of Verizon for several years to help launch start up companies that were focused on providing products and services in the telecom, oil, and gas industries. Through this experience he has gained vast knowledge as it pertains to international business that includes operating projects in multiple countries, leading culturally diverse teams, and executing on delivering stellar results. Through his wide ranging roles over the years John has made it a priority to focus outward on his customers, while being sure to build a strong culture within his teams to deliver break through performance.
Lead complex business initiatives to drive revenue and expense reduction in a complex business. Working in an international capacity to build sales models for a workforce to grow the Verizon Mobile and Home businesses. Build out and execute on projects to improve the customer and employee experience through creating innovative initiatives to minimize friction in both processes and tools. Specializing in bringing AI technology into our training and production environments that improve productivity and speed to proficiency. Skilled at leading large teams all while building a great culture for teams ready to win and grow.
Driving the customer experience through developing new ways of working. Leading over 4000 vendor agents in both Tech and Sales for Mobile and Fios. Highly skilled at contract negotiations, establishing sales targets, building finance models, delivering on expense reduction, and leading large international teams in a complex environment.
• Led call center operations in 3 tech support centers • Set strategy initiatives that aligned with delivering a compelling customer experience • Delivered consistently on financial responsibilities as it relates to capital and expense budgets • Led teams to be ranked as the #1 call center for several key metrics against similar business units • Implemented a strong culture that inspired employees to deliver break through results • Received the 2016 Presidents Award for exceeding results for driving top performance
• Raised capital from international investors to launch both a USA and Canadian pipeline operation • Led sales and marketing teams to deliver revenue exceeding $8M per year in the telecom, oil, and gas industry • Initiated and developed all company procedures and policies inclusive of safety, human resources, training, and operations • Coordinated all interactions with international suppliers for the transportation and import of goods and services into North America • Developed new pipeline installation initiatives that were environmentally friendly, with a strong focus on operational efficiency to reduce expense • Created a robust culture across a multinational work force to deliver strong results for our construction partners