Operations · AI · Business transformation
I make complicated things work better.
I connect people, process, data, and technology to solve business problems. My work spans financial services, global operations, client strategy, and AI.
I like problems that don't come with instructions.
My career has moved from financial controls and analytics into global operations, client leadership, and building with AI. The thread through it all is the same: understand what's really happening, bring the right people together, and make the next move clear.
I can move between a spreadsheet, a stakeholder conversation, and a product idea without losing sight of the people affected by the decision.
Tino Lyons
Available · Open to conversations
At a glance
Principle 01 / 04
I start by understanding the actual problem, not just the first symptom. The numbers, the workflow, and the people each tell part of the story.
Strategy without execution is just documentation.
The context
Leading client services and operational performance for global digital and voice programs supporting 2,000+ advocates and 100K+ monthly member interactions.
My part
Worked across operations, workforce management, quality, training, leadership, and client teams to connect performance signals to action.
The result
Helped move NPS from the 70s to 85, above a client target of 80, and the client partner scorecard from 2.5 to 3.87 out of 4.
The context
Created the team's first Microsoft Copilot agent, CIPHER, to support proactive client-health monitoring.
My part
Designed it to identify KPI risks and surface signals that could help teams respond before issues escalate.
The result
An AI-enabled workflow for more proactive performance management. No measured impact is claimed yet.
The context
Helped lead a Genesys-to-AWS migration across CS, MR, and DSNP operations.
My part
Coordinated cross-functional stakeholders around implementation, operational readiness, issue resolution, and adoption.
The result
Supported the transition from planning through operational adoption.
The context
Monthly trade reconciliation demanded accuracy and repeated manual effort.
My part
Automated trade reconciliation using advanced Excel and VBA macros while managing FX settlement and resolving discrepancies.
The result
Reduced monthly reconciliation time by 30% and cut transactional errors by 25% through daily cash and position reconciliations.
The context
Created an AI-enabled decision intelligence platform for leaders managing multiple accounts and lines of business.
My part
Designed a centralized view of performance, risk, staffing, client health, and financial exposure, with AI-assisted executive reporting workflows.
The result
An independently developed product; no adoption or business outcome is claimed here.
An AI assistant that answers from the details on this page and my résumé. If it doesn't know, it'll say so.
If you're working through a complicated problem, I'd like to hear about it.