Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
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Sean Dorsett

Customer Experience Leader
Austin,TX

Summary

Strategic, collaborative leader with over 7 years of experience driving customer satisfaction, loyalty, and revenue through excellent service delivery and operational enhancements. Skilled at building high-performing teams and turning around underperforming operations to become top revenue producers.

Overview

7
7
years of professional experience
4
4
years of post-secondary education

Work History

Sr. Director, CRM

Canary Connect
New York, NY
09.2020 - 09.2022
  • Oversaw global operations of an 80-member hybrid customer experience department across four countries.
  • Managed $3MM annual budget for contracts and service agreements with vendors, ensuring positive business impact and flexibility.
  • Achieved consistently high customer service excellence across multiple channels (email, phone, chat, social media), meeting 95% of KPI goals.
  • Streamlined operations by implementing a comprehensive customer experience tool, reducing required tools by 50%.
  • Played a pivotal role in go-to-market strategy, resulting in a ~30% increase in premium subscriptions.
  • Implemented effective inter-department communication processes, delivering valuable insights on churn and conversion.
  • Transformed department into a revenue center through agent cross-training and gamification.

Director of Customer Experience

Canary Connect
New York, NY
04.2019 - 09.2020
  • Achieved KPI goals by implementing SMART goals, gamification, and maintaining a 95%+ SLA and CSAT across email, chat, and phone.
  • Led initiative to identify and escalate customer pain points, reducing monthly contacts by 30% and ensuring prompt resolutions.
  • Established and developed QA team to monitor department performance, providing insights for improvement.
  • Ensured exceptional customer experiences through personal interactions and QA calibration sessions.

Customer Experience Manager

Canary Connect
New York, NY
08.2017 - 04.2019
  • Directed and managed vendor relationships for international outsourced customer support.
  • Created and communicated customer policies, training materials, and procedures to remote support team.
  • Led go-to-market strategy for significant changes to core functionality of Canary services.
  • Implemented Zendesk integration with subscription management tool, reducing reply times by 80% for active subscribers.
  • Collaborated with Supply Chain department to streamline purchasing and distribution processes for Canary products.

Team Manager

Trusource Labs
Austin, TX
06.2016 - 08.2017
  • Led and managed a team of 15-18 customer support agents, maintaining consistent QA and CSAT scores above 90%.
  • Implemented self-service tool, enabling customers to independently resolve 30% of their issues, enhancing efficiency and satisfaction.
  • Designed and implemented efficient escalation process across all support tiers, improving customer experience and accountability.
  • Contributed to subscription retention initiatives, achieving an average retention rate of 20%.
  • Streamlined order and return processing through the implementation of an Order Management team, enhancing efficiency and customer satisfaction.

Tier 2 Technical Support Specialist

Trusource Labs
Austin, TX
10.2015 - 06.2016
  • Was a point of escalation for complex technical issues that arise with Canary smart home security cameras. Provided technical coaching and guidance to Tier 1 advocates.
  • Was able to maintain a CSAT score of 95% and QA of 100%.

Customer Experience Advocate

Trusource Labs
Austin, TX
08.2015 - 10.2015
  • Provided technical support to Canary home security customers. Support included troubleshooting wireless home networks for use with Canary wireless home security cameras.

Education

Bachelor of Science - Computer Science

Texas State University
San Marcos, TX
08.2010 - 05.2014

Skills

Team Building and Motivation

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Work Availability

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Timeline

Sr. Director, CRM

Canary Connect
09.2020 - 09.2022

Director of Customer Experience

Canary Connect
04.2019 - 09.2020

Customer Experience Manager

Canary Connect
08.2017 - 04.2019

Team Manager

Trusource Labs
06.2016 - 08.2017

Tier 2 Technical Support Specialist

Trusource Labs
10.2015 - 06.2016

Customer Experience Advocate

Trusource Labs
08.2015 - 10.2015

Bachelor of Science - Computer Science

Texas State University
08.2010 - 05.2014

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Sean DorsettCustomer Experience Leader