Sean Frye

• Subject Matter Expert: dedicated support for production agents – interpret and advise of procedures, policy, and best practices.
• Provide 2nd-level reviews and case judgments.
• Transitioned from ID Fraud department into new LOB as of January 2024. This role entailed assessment and intervention on behalf of client checking and savings assets.

• Maintained, upgraded, and triaged hardware/software/server infrastructure among multiple facilities, including two start-up entities in disparate industries, optimizing resource allocation and cost control.
• Chief point of contact for technical vendor management.
• Project Manager for web development subsidiary, Code & Color – liaison between lead developer and clients, tasked with coordinating intake and ongoing customer lifecycle.

• Manager-on-duty: opened/closed the facility, addressed security concerns, handled leases/payments/bank deposits, resolved complaints and issues for clients, and triaged hardware/software issues.

Credit Analyst 4 – Judgmental Highline/Big Ticket | 3/2018 – 10/2020

• Evaluated big ticket credit line requests based on credit bureau risk factors, assessed fraud risk, verified clients, reconciled data entry errors, and de-escalated client concerns/objections.
• Tier 2 support for NAV requests beyond their lending authority.

Credit Analyst 2 – NAV | 4/2016 – 3/2018

• Verified clients and reconciled data entry errors.
• Facilitated peer up-training for Canada portfolio.

Fast Track Supervisor | 5/2014 – 8/2014 & 11/2015 – 2/2016

• Supervised live production team – completed administrative tasks including quality observations, coaching, and performance reports.
• De-escalated difficult customer situations.

Training Lab Facilitator | 1/2015 – 11/2015

• Supervised new hires throughout live call Learning Lab/Nesting, including Fast Track Supervisor duties.

Resolution Specialist II | 8/2014 – 2/2016

• Supported frontline agents and acted as shift supervisor in team lead’s absence.
• Documented support request frequency to determine problem areas and coaching opportunities.
• De-escalated difficult customer situations.

CSR – Employee Accounts Group eChat | 6/2013 – 8/2014

EAG/NSS Phone Agent | 11/2011 – 6/2013

• Processed account maintenance, credit evaluations, and equipment/plan setup.
• Addressed policy, procedure and employee benefit inquiries.

Key Holder

• Manager-on-duty: supervised staff, provided sales guidance, processed till counts and bank deposits, opened/closed store, and resolved concerns for customers and staff.

• Manager-on-duty: supervised operations and staff in Plant Manager’s absence – processed staff payroll, bank deposits, shipping invoices, freight receipt, and deliveries.
• Operated and maintained forklift, industrial equipment, materials, and chemicals.

• University of Phoenix Online - Undergraduate Coursework in Operations Management
• East Tennessee State University - Undergraduate Coursework in Psychology
• Liberty University Online
• Virginia Highlands Community College
• Purdue University