Summary
Overview
Work History
Education
Skills
Timeline
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Sean Bailey

Nashville,TN

Summary

Dynamic and results-driven professional with 16 years of extensive experience in customer service, excelling in diverse industries. Proven leadership abilities, with a track record of motivating teams to achieve excellence in service delivery. Adept in quality assurance processes, ensuring adherence to standards and driving continuous improvement initiatives. Seeking to leverage comprehensive skill set to drive positive outcomes in a challenging and dynamic environment.

Overview

3
3
years of professional experience

Work History

Quality Assurance Specialist

Farmbox Direct
Boston, MA
01.2021 - 02.2023
  • Performed call monitoring and assessment for a team of 16.
  • Maintained an exceptional average quality assurance score of 98% based on a comprehensive checklist.
  • Evaluated demeanor, technical accuracy, performance, and adherence to company policies and procedures.
  • Reduced call hold times by an average of 2 minutes by creating and maintaining a comprehensive knowledge base.
  • Led calibration exercises with health partners and call center employees, ensuring consistency in performance evaluation.
  • Provided regular feedback to Executive Leadership regarding call trends and compliance issues.
  • Developed QA processes, enhancing scoring consistency with clear guidelines and parameters.
  • Identified, captured, and presented root causes (skills, behaviors, knowledge) to the leadership team for improvement initiatives.
  • Conducted bi-weekly one-on-one performance reviews with team members to assess progress, provide feedback, and establish goals.

Customer Support Team Lead

Farmbox Direct
Boston, MA
07.2021 - 01.2022
  • Established and led a dynamic Customer Success team, implementing best practices and SOPs for streamlined operations.
  • Provided regular performance reports to Executive Leadership, offering strategic insights to drive operational efficiency and enhance customer satisfaction.
  • Developed team skills and facilitated growth opportunities through targeted training initiatives.
  • Created and updated training materials for new hires to ensure continuous learning and alignment with company objectives.
  • Conducted bi-weekly one-on-one coaching sessions to optimize team performance.
  • Led monthly team meetings to communicate updates and foster a collaborative work environment.

Customer Support Representative

Accelevents
Boston, MA
01.2020 - 07.2021
  • Enhanced sales by 20% through proactive promotion of products to existing customers, effectively boosting revenue.
  • Facilitated onboarding and training for 15+ new hires on various platforms, ensuring rapid integration and proficiency.
  • Provided tailored advice and guidance to 50+ new customers, resulting in increased product utilization and satisfaction.
  • Employed probing questions to identify and address root causes of issues, leading to a decrease in customer complaints.
  • Efficiently handled 50+ web chat requests a day from customers, resolving inquiries and concerns promptly.
  • Established and maintained strong relationships with 8-10 key clients, serving as the primary contact for all account-related matters.
  • Conducted training sessions for 2-3 new clients a month to enhance their understanding of platform features, leading to improved event planning processes.
  • Successfully resolved customer concerns and issues promptly, resulting in a high level of customer satisfaction and loyalty.
  • Collaborated with the product development team to convey customer feedback and contribute to platform improvements.
  • Provided direct support to customers during live events, ensuring smooth operations and customer satisfaction.

Education

Software Engineering Certificate

General Assembly
New York, NY
10-2020

Bachelor of Science - Human Development And Family Studies

The Ohio State University
Columbus, OH
05-2017

Skills

  • Microsoft Suite
  • Google Suite
  • Power BI
  • Zopim
  • Hootsuite
  • Salesforce
  • Intercom
  • Zendesk
  • Kiva
  • Genesys
  • Dynamics 365

Timeline

Customer Support Team Lead

Farmbox Direct
07.2021 - 01.2022

Quality Assurance Specialist

Farmbox Direct
01.2021 - 02.2023

Customer Support Representative

Accelevents
01.2020 - 07.2021

Software Engineering Certificate

General Assembly

Bachelor of Science - Human Development And Family Studies

The Ohio State University

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Sean Bailey