Sean Hennessy
Cincinnati
Summary
Results-driven leader specializing in process improvement and project management. Demonstrated success in optimizing performance and enhancing call center operations while ensuring compliance standards are met. Expertise in building productive relationships to drive operational efficiencies.
Overview
13
13
years of professional experience
Work History
AVP - Internal Recovery Operations
U.S. Bank
Cincinnati
07.2021 - Current
- Serving as Consumer Recovery Manager, supporting charged-off consumer products within the Recovery Collections Department.
- Manages the call center environment of 28 agents and 3 supervisors.
- Served as Co-Product Owner for a 3-year, $20M CapEx project to replace a legacy collection system with an industry-standard platform that improved collection efficiency across multiple business lines.
- Streamlines processes among partnering departments for maximum efficiency.
- Develops and implements control reporting framework to proactively identify and mitigate operational risks, ensuring adherence to regulatory requirements and strengthening the bank’s compliance posture.
- Oversees project timelines and resources, ensuring alignment with organizational goals and objectives.
Consumer Recovery Supervisor
U.S. Bank
Cincinnati
01.2020 - 07.2021
- Provided leadership as DDA and Consumer Recovery Supervisor, supporting various consumer charged-off products within the Recovery Collections Department.
- Spearheaded the implementation of newly designed procedures within the department to reduce compliance risks and streamline collection processes.
- Led a team of nine agents in a high-volume call center, driving collection performance and reducing net credit loss.
Business Analyst
U.S. Bank
Cincinnati
09.2012 - 01.2020
- Specialized in quality assurance checks, report management, and data compilation, ensuring the accuracy and integrity of departmental reporting while supporting operational decision-making.
- Functioned as a liaison between the collections team and management to assist with account reviews, escalations, and account remediation.
- Implemented process changes, which led to a reduction in department error rates.
Education
BBA - Marketing
University of Cincinnati
Cincinnati, OH12-2011
Skills
- Process improvement and optimization
- Adaptability to change
- Operational risk management
- Call center operations
- Compliance management
- Performance enhancement
- Team leadership
- Operations oversight
Accomplishments
Legends of Possible Award - 2022
Timeline
AVP - Internal Recovery Operations
U.S. Bank
07.2021 - Current
Consumer Recovery Supervisor
U.S. Bank
01.2020 - 07.2021
Business Analyst
U.S. Bank
09.2012 - 01.2020
BBA - Marketing
University of Cincinnati