Sean Daly
Erie,CO
Summary
Objective: To obtain a position where I can learn and develop new skills while also utilizing my current skills to help lead a company to success. Diligent representative offering a 10 years plus record in customer support and strong aptitude for working with little supervision in remote environments. Competent in listening to customer needs, meeting quality standards and staying current on product and service updates. Highly empathetic and supportive team member. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Associate II
Evolve Vacation Rental
Denver , CO
2023.08 - Current
- I am currently working remotely in customer service for a short-term rental property management company. I work with our property owners and assist them with various needs as an associate on the Owner Success Team. The various tasks I perform at work are as listed.
- Communicate clearly with customers by phone, chat, and email while driving positive experiences.
- Provided customer service support for inquiries, and complaints.
- Built relationships with customers by providing friendly customer service.
- Review files, recordings, and other documents to obtain information to respond to and assist with customer requests.
- Investigated and resolved issues to drive better service for customers and employees.
- Help resolve customer inquiries either by phone, chat, or email regarding their short-term rental property.
- Help educate customers on policies, business advice, and coaching in various situations.
- If a situation arises where I cannot help the client, I always assist them in getting to the correct department to further meet their needs.
- I am knowledgeable in these platforms, CRM, Salesforce, Microsoft Teams, Gladly and Slack.
Quality Assurance Case Manger
Bright Horizons
Broomfield , CO
2021.03 - 2022.06
- Worked customer compliant cases, to address incidents during service.
- Worked to install confidence back into the customer, and to ensure future use of the benefit program.
- I always ensured a great customer service experience by taking all realistic steps to turn the experience around.
- Addressed incidents for our care providers, that they experienced with the customer.
- Worked on high-level incidents that can include injury, theft, emergency services, and abuse, to ensure the protection of the company, our clients, and customers.
- Communicate between Multiple departments, providers, customers, employees, and clients.
- Established procedures and quality standards.
- Reviewed customer interactions and activity reports to identify and address concerns.
- Fielded customer complaints and rectified service issues.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Inbound Consultant, Case Manager
Bright Horizons Back Up Care Advantage
Broomfield , CO
2018.07 - 2021.03
- Senior Backup care consultant.
- Answer our customers’ needs and assist them with their requests.
- Provide excellent customer service and strive to keep our customers happy by providing them with great experiences with our services.
- Dedicated to our principle of no families left behind and do my very best to answer our customers' and clients’ needs.
- Find solutions for our customers' care needs and provide them with realistic expectations.
- Provide white glove treatment to our hotlist clients and customers who have had issues with our services and do whatever it takes to make this experience great.
- Help our backup care consultants by answering their questions about processes, policies, and account issues.
- Share my knowledge of the backup care program with our consultants to increase their knowledge helping them become experts.
- Strong teamwork ethic, always ready to help when needed, and dedicated to getting all daily tasks done.
- A strong believer in our HEART Principles and a recipient of Sabrina Heart award.
- Share ideas to improve on current process while adapting to new processes to be ensure our companies success.
Market Research Recruiter
Smith Research
Deerfield , IL
2015.07 - 2017.03
- Briefed on study to know what demographics the client is looking for.
- Called potential recruits from the list pulled for the particular study.
- Go through survey questions with the potential recruit on the phone.
- If the recruit were fitting into the demographics the client is looking for, I would check the quotas the client had for the study and if the recruit is fitting into the quota, then I would sign them up and invite them to participate in the focus group.
- Created surveys to discover customer preferences.
Associate
Potbelly Sandwich Works
Crystal Lake , IL
2014.09 - 2015.09
- Greet Customers with a positive attitude.
- Take the customer’s order and assist the customers with their needs.
- Made customers' food orders and food prep for the day and or following days.
- Cashier, to ring customers up for their orders.
- Cleaned and maintained the store.
- Provide excellent customer service by engaging in conversation with the customers and doing my best to help them with their needs.
- Answered incoming telephone calls to provide store, product, and service information.
- Identified the needs of customers promptly and efficiently.
Sales Associate
Tilly’s
Algonquin , IL
2012.10 - 2013.06
- Interacted with customers to help them choose and purchase items that best suited their tastes.
- Processed customer transactions and maintained cash drawer.
- Merchandised products and maintained an inviting sales floor.
- Opened and closed the store.
- Sold various products by explaining unique features and educating customers on proper application.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Answered incoming telephone calls to provide store, product, and service information.
- Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.
- Retained product, service, and company policy knowledge to serve as a resource for both coworkers and customers.
- Built trusting relationships with customers by making personal connections.
Sales Associate
Zumiez
Schaumburg , IL
2011.11 - 2012.02
- Assisted customers with their needs while maintaining a clean working environment.
- Restocked sales merchandise.
- Provided excellent customer service by greeting and engaging in conversation with store patrons.
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
- Sold various products by explaining unique features and educating customers on proper application.
- Answered incoming telephone calls to provide store, product, and service information.
- Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.
Education
McHenry County College
05.2011
Skills
- Employee training
- Customer service
- Relationship building
- Multitasking
- Problem resolution
- Communication
- Collaboration
- People skills
- Leadership
- Quality assurance experience
Affiliations
Strong communication and customer service skills. Sufficient at organizing time and tasks to increase efficiency. Open and willing to learn new skills and accept new challenges.
Sabrina Heart Award
Nominated by me peers at Bright Horizons for the Sabrina Heart Award and won 2 times.
- Consistently maintained high customer satisfaction ratings.
Additional Information
First time Employee of the Month for position held October 2020.
Timeline
Associate II
Evolve Vacation Rental
2023.08 - Current
Quality Assurance Case Manger
Bright Horizons
2021.03 - 2022.06
Inbound Consultant, Case Manager
Bright Horizons Back Up Care Advantage
2018.07 - 2021.03
Market Research Recruiter
Smith Research
2015.07 - 2017.03
Associate
Potbelly Sandwich Works
2014.09 - 2015.09
Sales Associate
Tilly’s
2012.10 - 2013.06
Sales Associate
Zumiez
2011.11 - 2012.02
McHenry County College
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