Summary
Overview
Work History
Education
Skills
social
Timeline
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Sean Cunningham

Scottsdale,Arizona

Summary

Diligent senior leader with 10 + years of experience in Program, Vendor, and Operations Management, within the Contact Center and BPO industries. Additionally, possess an equal amount of experience as an independent contributor with various types of Account Development and Management within the: Contact Center, BPO, Manufacturing, Service and SaaS industries. A dedicated team player who promotes a culture of innovation, collaboration, and continuous improvement. Resourceful cross-functional contributor, that delivers efficient cost-effective solutions in attaining and exceeding quantifiable results.

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Experienced Program Manager skilled in managing functional operations and projects related to supplies and logistics. Advanced understanding of organizational strategies, financial management, procurement and contracting. Expertise in logistical analysis, inventory and supply chain performance, development and standardization. Thorough understanding of inventory management, procurement and acquisition regulations.

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.



Overview

19
19
years of professional experience

Work History

Vendor Program Manager: Inbound Assist Chat

@ Dropbox
09.2021 - 06.2023
  • POC for all vendor communication, operations, and sales initiatives for Dropbox and Dropbox Sign inbound assist chat teams
  • Developed and drove a partnership responsible for attaining $25M annually via inbound self service chat support
  • Consistently exceeded monthly and quarterly team goals and quotas with: expected metrics, KPIs, SLAs, and revenue attainment
  • Worked cross-functionally to develop continuity between internal and external operations, and align with marketing and sales initiatives.
  • Strengthened vendor relationships by maintaining open communication and promptly addressing any concerns or issues.
  • Managed a diverse portfolio of vendors, ensuring timely delivery of products and services to clients.
  • Negotiated favorable contracts with suppliers, resulting in cost savings for the company without sacrificing quality.
  • Implemented an efficient vendor management system that streamlined operations and reduced administrative workload.
  • Evaluated vendor performance through regular reviews, fostering continuous improvement in service delivery.
  • Developed long-term strategic partnerships with key vendors, enhancing collaboration and creating mutual benefits.
  • Coordinated with cross-functional teams to identify opportunities for process improvements and cost reductions within the supply chain.
  • Maintained accurate records on all transactions, payments, and correspondence with vendors, ensuring transparency and compliance.
  • Assisted in the development of procurement policies and procedures to maximize efficiency and minimize risks associated with vendor selection.
  • Identified cost-saving opportunities by analyzing historical purchasing data and recommending adjustments to sourcing strategies.
  • Collaborated with internal stakeholders to develop detailed specifications for products or services required from vendors.
  • Resolved disputes between company personnel and vendors diplomatically, preserving positive working relationships while upholding company interests.
  • Established performance metrics for evaluating vendor effectiveness, aligning supplier goals with overall business objectives.
  • Analyzed supplier risk profiles to ensure stability within the supply chain while mitigating potential disruptions caused by unforeseen circumstances such as natural disasters or geopolitical events.
  • Answered questions and assisted customers with item selection and location.
  • Responded to customer issues promptly to build strong professional relationships.
  • Studied geographic areas to identify potential buyers and increase door-to-door sales [Number]%.
  • Conducted market and competitive analysis to secure new customers.
  • Built relationships with customers and community to promote long term business growth.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Set and achieved company defined sales goals.
  • Selected correct products based on customer needs, product specifications and applicable regulations.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
  • Attended monthly sales meetings and quarterly sales trainings.
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
  • Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
  • Improved program efficiency by streamlining processes and implementing time-saving solutions.
  • Managed cross-functional teams for successful project completion within deadlines and budgets.
  • Developed strategic plans, setting clear objectives and achievable milestones for the team.
  • Implemented risk management strategies to mitigate potential barriers to project success.
  • Established strong relationships with key stakeholders, ensuring support for program initiatives.
  • Delivered high-quality results by setting performance metrics and monitoring progress against targets.
  • Championed best practices in project management, fostering a culture of continuous improvement.
  • Increased customer satisfaction through effective communication of program goals and expectations.
  • Led change management efforts, supporting staff through transitions and promoting buy-in for new initiatives.
  • Coached team members on professional development opportunities, contributing to improved overall performance.
  • Streamlined communication channels to facilitate efficient collaboration among team members and stakeholders.
  • Negotiated contracts with vendors, securing favorable terms that supported budgetary constraints.
  • Implemented agile methodologies into program management processes, increasing adaptability in dynamic environments.
  • Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
  • Leveraged technology tools for enhanced project tracking, reporting, and information sharing among team members.
  • Managed and supervised administrative and daily program operations, complying with policies and regulations.
  • Coached team members on productivity strategies to accomplish challenging goals.
  • Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
  • Managed multiple strategic projects with numerous sub-projects or workstreams.
  • Met with project stakeholders on regular basis to assess progress and make adjustments.
  • Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
  • Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences.
  • Provided program management expertise in lean Six Sigma strategies and agile methods, practices and execution.
  • Established team priorities, maintained schedules and monitored performance.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Launched quality assurance practices for each phase of development
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Managed senior-level personnel working in marketing and sales capacities.

Vendor Program Manager: Inbound Assist - Dropbox Sign

Dropbox
09.2021 - 01.2023
  • Partnered with vendor to redefine quality assurance standards, streamlining monitoring and results via an objective based scorecard
  • Remapped chatbot logic to efficiently and effectively meet customer and capacity needs, eliminating the overhead of 24/7 coverage
  • Drove and exceeded ARR, attaining 150%+ to quota for 3 out of 4 quarters in 2022 with Dropbox Sign
  • Led the implementation and move from Drift to SnapEngage, while maintaining and exceeding sales expectations, with 100% 0 downtime.
  • Implemented an efficient vendor management system that streamlined operations and reduced administrative workload.
  • Evaluated vendor performance through regular reviews, fostering continuous improvement in service delivery.
  • Developed long-term strategic partnerships with key vendors, enhancing collaboration and creating mutual benefits.
  • Coordinated with cross-functional teams to identify opportunities for process improvements and cost reductions within the supply chain.
  • Maintained accurate records on all transactions, payments, and correspondence with vendors, ensuring transparency and compliance.
  • Assisted in the development of procurement policies and procedures to maximize efficiency and minimize risks associated with vendor selection.
  • Streamlined invoice processing by implementing an automated system that reduced errors and accelerated payment cycles.
  • Identified cost-saving opportunities by analyzing historical purchasing data and recommending adjustments to sourcing strategies.
  • Collaborated with internal stakeholders to develop detailed specifications for products or services required from vendors.
  • Established performance metrics for evaluating vendor effectiveness, aligning supplier goals with overall business objectives.
  • Contributed to the development of annual budgets by providing accurate and timely vendor cost estimates.
  • Led efforts to diversify the company''s vendor base, reducing reliance on single-source suppliers and increasing supply chain resilience.
  • Met sales goals by offering excellent customer service.

Senior Consultant: Operations

C Suite Elite Consulting
07.2020 - 09.2021
  • Streamlined and scaled the remote hiring process to vet, qualify, and improve candidate conversions, increasing by 15%
  • Created and developed pipelines responsible for 25% of new business in the first 6 months, within the BPO and Fin-Tech industries
  • Decreased company overhead (15%) by minimizing staff, establishing cross-functional teams responsible for full cycle recruiting
  • Supported clients with structural improvements including: process and gap analysis, general operations, and staffing optimization.
  • Increased client satisfaction by providing tailored consulting services and effective problem-solving strategies.
  • Delivered high-quality solutions for clients through comprehensive research and analysis of industry trends.
  • Streamlined project management processes, improving efficiency and reducing overall costs.
  • Enhanced team performance by implementing training programs and fostering a collaborative work environment.
  • Assisted in business development efforts, securing new contracts and expanding the company''s client base.
  • Developed innovative strategies to address complex business challenges, resulting in increased profitability for clients.
  • Provided expert guidance on change management initiatives, leading to successful organizational transformations.
  • Conducted thorough market analyses, identifying growth opportunities and informing strategic decision-making for clients.
  • Managed cross-functional teams to ensure timely delivery of high-quality solutions for various projects.
  • Presented findings and recommendations to executive-level stakeholders, effectively communicating key insights and action plans.
  • Collaborated with internal teams to develop customized solutions that addressed unique client needs.
  • Evaluated existing business processes, recommending improvements that led to increased operational efficiency.
  • Implemented data-driven approaches for assessing project success, continuously refining processes based on insights gained over time.
  • Optimized resource allocation by analyzing project requirements thoroughly and assigning appropriate personnel.
  • Determined areas for improvement and implemented processes to alleviate problems.
  • Streamlined processes to cut downtime and optimize employee productivity.
  • Troubleshot issues by understanding issue, diagnosing root cause and coming up with effective solutions.
  • Monitored and managed staff performance to attain target metrics both individually and team unit.
  • Identified key areas in need of improvement and implemented plans to rectify issues.
  • Presented project scopes to employees and executives, proposing timelines, budgets and specifications.
  • Streamlined key process for entire department by implementing method to improve efficiency.
  • Increased company revenue through restructuring processes and advising executives on important decisions.
  • Created monthly forecast templates and resource management allocations for approved projects.
  • Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
  • Managed multiple deadlines across several businesses to meet dynamic needs of multiple clients.

Senior Consultant: Customer Experience

Taskus
08.2019 - 06.2020
  • Traveled with a team of 5, dedicated to providing a variety of services to drive/improve/manage both internal and external operational excellence
  • Led internal continuous improvement efforts, assessing areas of opportunity for clients with learning experience and quality assurance standards
  • Developed new hire training resources for external clients including: content creation, course and testing materials, and train the trainer sessions
  • Partnered with international clients in unifying operational process, align, and streamline best practices between on-shore and off-shore locations.
  • Increased client satisfaction by providing tailored consulting services and effective problem-solving strategies.
  • Delivered high-quality solutions for clients through comprehensive research and analysis of industry trends.
  • Streamlined project management processes, improving efficiency and reducing overall costs.
  • Enhanced team performance by implementing training programs and fostering a collaborative work environment.
  • Assisted in business development efforts, securing new contracts and expanding the company''s client base.
  • Developed innovative strategies to address complex business challenges, resulting in increased profitability for clients.
  • Provided expert guidance on change management initiatives, leading to successful organizational transformations.
  • Conducted thorough market analyses, identifying growth opportunities and informing strategic decision-making for clients.
  • Managed cross-functional teams to ensure timely delivery of high-quality solutions for various projects.
  • Presented findings and recommendations to executive-level stakeholders, effectively communicating key insights and action plans.
  • Collaborated with internal teams to develop customized solutions that addressed unique client needs.
  • Evaluated existing business processes, recommending improvements that led to increased operational efficiency.
  • Implemented data-driven approaches for assessing project success, continuously refining processes based on insights gained over time.
  • Leveraged extensive industry knowledge to provide valuable insights into emerging trends impacting client businesses.
  • Built strong relationships with clients through consistent communication and proactive problem-solving efforts.
  • Optimized resource allocation by analyzing project requirements thoroughly and assigning appropriate personnel.
  • Prioritized projects and project tasks depending upon key milestones and deadline dates.
  • Determined areas for improvement and implemented processes to alleviate problems.
  • Streamlined processes to cut downtime and optimize employee productivity.
  • Troubleshot issues by understanding issue, diagnosing root cause and coming up with effective solutions.
  • Monitored and managed staff performance to attain target metrics both individually and team unit.
  • Identified business issues through careful collaboration with key stakeholders.
  • Presented project scopes to employees and executives, proposing timelines, budgets and specifications.
  • Streamlined key process for entire department by implementing method to improve efficiency.
  • Increased company revenue through restructuring processes and advising executives on important decisions.
  • Created monthly forecast templates and resource management allocations for approved projects.
  • Closely monitored and updated company systems for efficiency, output and other factors to improve overall productivity.
  • Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
  • Negotiated contracts with vendors and suppliers, ensuring cost-effective procurement of necessary resources for projects.
  • Facilitated workshops with clients to identify pain points, establish goals, and define actionable steps towards achieving desired outcomes.
  • Analyzed problematic areas to provide recommendations and solutions.
  • Exceeded customer requirements with accurate and deliverable solutions.

Program Manager: Hyundai Motor America

Intouch CX "24-7 Intouch"
11.2017 - 07.2019
  • Led all continuous improvement initiatives focusing on: client and customer needs, contractual deliverables and metrics, KPIs, and SLAs
  • Developed and implemented a self supporting ecosystem of operational support teams and leadership to drive operational excellence standards
  • Maintained and managed staffing and P&L through: forecast analysis and alignment, capacity planning, VTO, OT, and minimizing shrink
  • Partnered with third-party vendor management in maintaining operational and financial success of an account responsible for $10+M annually.
  • Improved program efficiency by streamlining processes and implementing time-saving solutions.
  • Managed cross-functional teams for successful project completion within deadlines and budgets.
  • Enhanced project visibility with regular status updates, leading to increased stakeholder engagement.
  • Developed strategic plans, setting clear objectives and achievable milestones for the team.
  • Implemented risk management strategies to mitigate potential barriers to project success.
  • Optimized resource allocation, effectively balancing priorities and managing competing demands.
  • Established strong relationships with key stakeholders, ensuring support for program initiatives.
  • Delivered high-quality results by setting performance metrics and monitoring progress against targets.
  • Increased customer satisfaction through effective communication of program goals and expectations.
  • Championed best practices in project management, fostering a culture of continuous improvement.
  • Led change management efforts, supporting staff through transitions and promoting buy-in for new initiatives.
  • Coached team members on professional development opportunities, contributing to improved overall performance.
  • Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
  • Streamlined communication channels to facilitate efficient collaboration among team members and stakeholders.
  • Negotiated contracts with vendors, securing favorable terms that supported budgetary constraints.
  • Implemented agile methodologies into program management processes, increasing adaptability in dynamic environments.
  • Ensured regulatory compliance by closely monitoring adherence to industry standards and guidelines throughout the program lifecycle.
  • Spearheaded innovative problem-solving techniques that addressed challenges head-on, resulting in effective resolution measures.
  • Leveraged technology tools for enhanced project tracking, reporting, and information sharing among team members.
  • Managed and supervised administrative and daily program operations, complying with policies and regulations.
  • Coached team members on productivity strategies to accomplish challenging goals.
  • Identified program obstacles and communicated possible impacts to team.
  • Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
  • Met with project stakeholders on regular basis to assess progress and make adjustments.
  • Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
  • Facilitated workshops and conducted one-on-one training to educate team members.
  • Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences.
  • Provided program management expertise in lean Six Sigma strategies and agile methods, practices and execution.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Managed senior-level personnel working in marketing and sales capacities.

Operations Support Manager: Nike.com

Intouch CX "24-7 Intouch"
04.2017 - 11.2017
  • Implemented and developed leadership teams responsible for the oversight of critical support roles for a program of 300+ representatives
  • Led and oversaw a team of leaders responsible for: quality assurance, business analytics, hiring, learning experience, and workforce management
  • Teamed with additional client vendors to work with comparative analytics and joint reporting, ensuring world class customer experience for Nike
  • Created a secondary interview process (CSI) to streamline identifying and connecting the right candidates to the right channels on the account.
  • Streamlined operations by implementing efficient processes and workflow improvements.
  • Enhanced team productivity by providing ongoing training and development opportunities.
  • Reduced operational costs with strategic budget management and resource allocation.
  • Improved customer satisfaction, addressing concerns and resolving issues promptly.
  • Managed cross-functional teams to deliver project objectives on time and within budget.
  • Optimized inventory levels, ensuring timely replenishment of stock for uninterrupted operations.
  • Developed strong relationships with vendors to negotiate favorable pricing and contract terms.
  • Implemented quality control measures, maintaining high standards across all operations functions.
  • Oversaw daily operations, delegating tasks effectively to ensure smooth functioning of the department.
  • Monitored performance metrics, identifying areas for improvement and driving continuous process enhancements.
  • Collaborated with other departments to streamline inter-departmental communication and workflows for increased efficiency.
  • Spearheaded the introduction of new technology solutions, automating manual tasks for faster turnaround times in key processes.
  • Conducted regular performance reviews, setting clear expectations and providing constructive feedback to support staff growth.
  • Facilitated change management initiatives, leading teams through transitions smoothly while minimizing disruptions in operations performance.
  • Coordinated employee schedules, optimizing staffing levels to meet fluctuating workload demands without compromising service quality or efficiency.
  • Maintained a safe working environment by implementing safety protocols and adhering to regulatory compliance requirements at all times.
  • Increased operational agility through effective planning, forecasting, risk mitigation strategies.
  • Established a culture of collaboration among team members that fostered continuous learning and knowledge sharing.
  • Championed data-driven decision-making processes by utilizing advanced analytics tools which led to informed strategic plans that directly impacted the company''s bottom line.
  • Investigated [Type] issues to determine causes and develop solutions.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
  • Partnered with vendors and suppliers to effectively manage and budget.
  • Trained new employees on proper protocols and customer service standards.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.

Operations Manager: Vorwerk, LLC

iQor
07.2015 - 03.2017
  • Oversaw a team of 50, supporting our client with leadership, workforce management, quality assurance, customer experience, sales, and support
  • Led US digital and sales transformation efforts for an international brand, creating an online sales model which generated $15M annually
  • Implemented a video chat based support team to assist with customers damage claim evaluations, reducing non-damaged product returns by 40%
  • Established a 3 tiered support system to streamline client and vendor communication, cutting support tickets in half, and improving SLA by 25%
  • Facilitated the implementation of Zendesk and Incontact to improve process flow, customer journey, and assist with tiered support.
  • Improved operational efficiency by streamlining processes and implementing cost-saving measures.
  • Reduced turnaround time for project completion through effective resource allocation and team management.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Developed strong relationships with vendors, resulting in better pricing and improved service quality.
  • Implemented new inventory management system to optimize stock levels and reduce waste.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Optimized supply chain operations through strategic vendor partnerships and efficient logistics planning.
  • Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
  • Implemented quality control systems that boosted overall product consistency and reliability.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Developed and maintained relationships with external vendors and suppliers.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Analyzed and reported on key performance metrics to senior management.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
  • Devised processes to boost long-term business success and increase profit levels.
  • Partnered with vendors and suppliers to effectively manage and budget.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
  • Trained new employees on proper protocols and customer service standards.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Implemented business strategies, increasing revenue and effectively targeting new markets.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.

Director of Sales and Marketing: Los Angeles Franchise

Mad Science
10.2014 - 05.2015
  • Oversaw call center operations, leading a team of 12, including: 6 sales reps, 4 customer service reps, and 2 sales outside consultants
  • Created and drove a successful marketing campaign, establishing a digital footprint through social media that generated $300K in the first quarter
  • Launched a summer program vertical responsible for driving an additional $400K in revenue annually, increasing company ARR by 25%
  • Generated $250K in new business with LAUSD, through improvements to franchise SEO campaigns and engaging corporate marketing.
  • Increased sales revenue by implementing innovative marketing strategies and fostering strong relationships with clients.
  • Developed comprehensive sales plans for business growth, resulting in significant market share expansion.
  • Boosted company''s brand visibility through targeted advertising campaigns and social media engagement.
  • Managed a high-performing sales team, providing regular coaching and training to enhance their skills and performance.
  • Collaborated with cross-functional departments to optimize product offerings and pricing strategies, increasing overall profitability.
  • Implemented efficient CRM systems to track leads, manage customer interactions, and streamline the sales process.
  • Analyzed industry trends and competitor activities to inform strategic decision-making and maintain a competitive edge.
  • Established new distribution channels, expanding the company''s reach into untapped markets.
  • Cultivated long-term partnerships with key industry influencers, strengthening the company''s credibility in the marketplace.
  • Streamlined internal processes for improved efficiency within the Sales and Marketing department, reducing costs while maintaining productivity levels.
  • Conducted market research to identify potential areas of growth for future product development initiatives.
  • Optimized digital marketing efforts through SEO improvements, PPC campaigns, email marketing initiatives, resulting in increased web traffic and lead generation.
  • Aligned Sales and Marketing teams under common goals to ensure consistent messaging throughout all materials and touchpoints with customers.
  • Facilitated regular communication between Sales and Marketing teams to ensure seamless collaboration on campaigns and client outreach efforts.
  • Championed the adoption of new technologies within the Sales and Marketing department, bolstering the team''s capabilities and equipping them for success in an ever-evolving business landscape.
  • Developed positive, performance-based internal sales and marketing culture to include mentoring staff.
  • Created and implemented effective marketing and sales strategies to increase customer engagement and revenue.
  • Developed value-added campaigns and executed technical solutions to streamline and improve marketing efficiencies.
  • Sourced advertising opportunities to place adverts in press and social media.
  • Directed sales and marketing management staff in successful use and development of business plans and strategies.
  • Analyzed and forecasted monthly sales data of existing marketed companies within designated area.
  • Evaluated and monitored promotional activities to confirm adequate return on promotional funds.
  • Utilized CRM software to track sales progression and communicate project needs.
  • Managed production of leaflets, posters and newsletters.
  • Identified weaknesses in existing marketing campaigns to develop pragmatic solutions within budgetary constraints.
  • Built relationships with customers and community to establish long-term business growth.
  • Managed accounts to retain existing relationships and grow share of business.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Implemented systems and procedures to increase sales.
  • Demonstrated products to show potential customers benefits and advantages and encourage purchases.
  • Directed sales support staff in administrative tasks to help sales reps close deals.
  • Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
  • Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
  • Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
  • Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
  • Managed revenue models, process flows, operations support and customer engagement strategies.
  • Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
  • Delivered recommendations to long-term accounts to promote brand awareness to key audience.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
  • Developed compelling presentation decks to gain approval for ideas and communicate results.
  • Drove sales by developing multi-million dollar contract sales.
  • Increased sales volume and expanded product line to new retailers, warehouse clubs and natural food chains.

Business Development Manager

Stem Audio by Shure "Phoenix Audio Technologies"
02.2012 - 01.2014
  • Acquired new international distribution and big box reseller channels in 11 countries, accounting for a 25% increase to quarterly revenue
  • Generated over $5M in revenue through brand expansion and product availability within key international markets
  • Established over 50 new channel partnerships in the Distance Learning, Video Conferencing, and Telemedicine vertical markets
  • Remotely trained Client service teams via video conferencing sessions, in product support and basic repair procedures.
  • Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.
  • Developed and implemented strategic plans for business growth, resulting in increased market share and profitability.
  • Led cross-functional teams to successfully execute complex projects, ensuring timely delivery and client satisfaction.
  • Conducted comprehensive market research and analysis to identify emerging trends and potential areas of expansion.
  • Negotiated lucrative contracts with suppliers and vendors, securing favorable pricing and terms for the company.
  • Delivered compelling sales presentations to prospective clients, highlighting the unique value proposition of our products and services.
  • Streamlined internal processes by introducing innovative tools and technologies, enhancing overall operational efficiency.
  • Collaborated closely with marketing teams to develop targeted campaigns that generated high-quality leads for the sales pipeline.
  • Managed a diverse portfolio of accounts, consistently exceeding revenue targets through upselling strategies and exceptional customer service.
  • Mentored junior team members in effective sales techniques, fostering a high-performance culture within the organization.
  • Established valuable partnerships with complementary businesses, creating mutually beneficial synergies that accelerated growth for both parties.
  • Launched new product lines by conducting extensive competitor analysis and identifying gaps in the existing market offerings.
  • Leveraged industry events to network with potential clients, generating significant brand exposure and driving new business acquisition efforts.
  • Consistently met or exceeded monthly quotas through diligent prospecting efforts, relentless follow-up activities, and expert negotiation skills.
  • Spearheaded initiatives aimed at improving customer retention rates by proactively addressing concerns before they escalated into larger issues.
  • Championed corporate social responsibility initiatives that positively impacted community relations while bolstering the company''s reputation as a responsible corporate citizen.
  • Enhanced the company''s profitability by identifying and eliminating inefficiencies in existing business processes.
  • Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
  • Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
  • Established relationships with key decision-makers within customer's organization to promote growth and retention.
  • Generated new business with marketing initiatives and strategic plans.
  • Negotiated and closed long-term agreements with new clients in assigned territory.
  • Performed client research and identified opportunities for account growth, account penetration and market expansion.
  • Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
  • Represented company and promoted products at conferences and industry events.
  • Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
  • Monitored market trends and competitor activities to identify areas of potential opportunity.
  • Established key performance indicators to track and analyze business progress and adjust strategies accordingly.
  • Kept meticulous client notes and updated account information in company databases.
  • Scheduled and implemented product promotions in accordance with available inventory and staff resources.
  • Built relationships with customers and community to establish long-term business growth.
  • Managed accounts to retain existing relationships and grow share of business.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Compiled and analyzed data to determine approaches to improve sales and performance.
  • Directed sales support staff in administrative tasks to help sales reps close deals.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
  • Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
  • Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
  • Facilitated business by implementing practical networking techniques.
  • Managed revenue models, process flows, operations support and customer engagement strategies.
  • Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
  • Drove sales by developing multi-million dollar contract sales.
  • Developed compelling presentation decks to gain approval for ideas and communicate results.
  • Increased sales volume and expanded product line to new retailers, warehouse clubs and natural food chains.
  • Collaborated with advertising group to create uniformity between advertising messages and retail incentives.

Operations Supervisor: Microsoft Online Services

Arvato Digital Services
11.2010 - 01.2012
  • Led a team of 2 leads and 32 sales and retention agents, supporting: voice, email, chat, and online ticketing systems
  • Was the main vendor liaison and primary point of contact for the Microsoft escalations and software support teams
  • Implemented a ticket management system for tier 2 escalations that improved SLA timelines by 25%
  • Created interactive training material and conducted OJT for new hire classes during ABAY and pre certification.
  • Improved operational efficiency by streamlining processes and implementing time-saving strategies.
  • Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
  • Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
  • Optimized resource allocation through careful planning and monitoring of inventory levels, staffing needs, and equipment maintenance schedules.
  • Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
  • Achieved cost savings through diligent budget management and negotiation with vendors on pricing and contracts.
  • Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
  • Collaborated with cross-functional teams to develop innovative solutions for improving overall business performance.
  • Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
  • Oversaw logistics coordination for seamless transportation of goods between various departments and locations.
  • Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
  • Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
  • Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
  • Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
  • Led continuous improvement initiatives aimed at reducing waste, increasing efficiency, and enhancing overall productivity levels within the organization.
  • Facilitated change management efforts during periods of organizational restructuring or process reengineering projects.
  • Contributed to long-term strategic planning discussions within the leadership team to help shape future direction for the business unit.
  • Coordinated emergency response plans in times of crisis situations or natural disasters affecting company operations.
  • Monitored industry trends and market dynamics to identify potential threats or opportunities for growth within the operations sphere.
  • Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
  • Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
  • Encouraged and promoted ideas aligned to business needs and benefits.
  • Conducted root cause analysis in deficient areas to identify and resolve issues.
  • Compiled training materials for new employees and tracked skill development.
  • Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
  • Directed associate warehouse teams to process inbound and outbound shipments with speed and accuracy.
  • Documented transactions, orders and expenditures to gather sales data and forecast financial needs.
  • Outsourced unnecessary services to save on labor, supplies and equipment costs and adhere to company budgets.
  • Collected customer feedback and made business adjustments to improve retention and satisfaction.
  • Negotiated with distributors to find quality products and best prices.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Monitored front areas so that questions could be promptly addressed.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Interceded between employees during arguments and diffused tense situations.
  • Completed bi-weekly payroll for [Number] employees.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
  • Trained team members on new hotel services and products to support promotional efforts.
  • Organized meetings for executives and coordinated availability of conference rooms for participants.
  • Developed internal requirements and standards to minimize regulatory risks and liability across programs.
  • Conducted ongoing reviews of program financial systems to assess cost control measures.

Operations Manager

Hillside Studios and Entertainment
03.2004 - 05.2010
  • Led the client services team, responsible for supporting and organizing bookings, contracts, production, and procurement
  • Drove $250K in quarterly revenue from client acquisition and studio bookings
  • Generated $500K annually through: endorsements and advertisement from pro-audio and instrument manufacturers
  • Partnered with local universities to provide students with opportunities to work with our clients as session musicians
  • Established a nonprofit scholarship program funding studio, recording time, and lessons for over 200 aspiring student and amateur musicians.
  • Improved operational efficiency by streamlining processes and implementing cost-saving measures.
  • Reduced turnaround time for project completion through effective resource allocation and team management.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Developed strong relationships with vendors, resulting in better pricing and improved service quality.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Collaborated with cross-functional teams to develop innovative solutions for complex business challenges.
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
  • Optimized supply chain operations through strategic vendor partnerships and efficient logistics planning.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
  • Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
  • Developed robust contingency plans to ensure business continuity during unforeseen disruptions.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Developed and maintained relationships with external vendors and suppliers.
  • Analyzed and reported on key performance metrics to senior management.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Devised processes to boost long-term business success and increase profit levels.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
  • Partnered with vendors and suppliers to effectively manage and budget.
  • Trained new employees on proper protocols and customer service standards.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Interacted well with customers to build connections and nurture relationships.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Reported issues to higher management with great detail.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Implemented business strategies, increasing revenue and effectively targeting new markets.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Raised property accuracy and accountability by creating new automated tracking method.

Education

Bachelor of Arts - Music Industry

California State University Northridge
Northridge, CA
12.2008

Skills

  • Leadership: Call Center Management Operations Management Workforce Management Program Management Vendor Management
  • Operational Excellence: Digital Transformation Implementations Process Improvement Quality Assurance Analytics Capacity Planning
  • Strategy: Learning Experience Customer Experience Client Experience Employee Experience Customer Journey Coaching Agile
  • Systems: ZenDesk SalesFore Dynamics CRM Jira Incontact Avaya Aspect Genesys SnapEngage Drift
  • Risk Management
  • Relationship Management
  • Customer Needs Assessment
  • Revenue Generation
  • Business Planning
  • Software Proficiency
  • Product Knowledge
  • Financial Management
  • Time Management
  • Cross-functional Collaboration
  • Strategic Planning
  • Data Analysis
  • Process Improvement
  • Performance Metrics
  • Customer Service
  • Quality Assurance
  • Project Management
  • Sales Forecasting
  • Vendor Evaluation
  • Market Analysis
  • Team Leadership

social

https://www.linkedin.com/in/scunningham84/

Timeline

Vendor Program Manager: Inbound Assist Chat

@ Dropbox
09.2021 - 06.2023

Vendor Program Manager: Inbound Assist - Dropbox Sign

Dropbox
09.2021 - 01.2023

Senior Consultant: Operations

C Suite Elite Consulting
07.2020 - 09.2021

Senior Consultant: Customer Experience

Taskus
08.2019 - 06.2020

Program Manager: Hyundai Motor America

Intouch CX "24-7 Intouch"
11.2017 - 07.2019

Operations Support Manager: Nike.com

Intouch CX "24-7 Intouch"
04.2017 - 11.2017

Operations Manager: Vorwerk, LLC

iQor
07.2015 - 03.2017

Director of Sales and Marketing: Los Angeles Franchise

Mad Science
10.2014 - 05.2015

Business Development Manager

Stem Audio by Shure "Phoenix Audio Technologies"
02.2012 - 01.2014

Operations Supervisor: Microsoft Online Services

Arvato Digital Services
11.2010 - 01.2012

Operations Manager

Hillside Studios and Entertainment
03.2004 - 05.2010

Bachelor of Arts - Music Industry

California State University Northridge

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Sean Cunningham