Summary
Overview
Work History
Education
Skills
Accomplishments
References
Certification
Timeline
Generic
Sean Fryman

Sean Fryman

Customer And Claims Specialist.
Yerkes,KY

Summary

Dedicated and talented customer service support with outstanding skills that translates into world class service for my clients. Highly dependable and very seasoned in call center and remote environments. Willingness to adapt any environment.

Overview

16
16
years of professional experience
1
1
Certification

Work History

FMLA Coordinator

Sedgwick Claims Management
Remote, KY
10.2021 - Current
  • Developed and implemented FMLA processes to ensure compliance with federal and state regulations.
  • Reviewed employee leave requests to determine eligibility under the Family Medical Leave Act.
  • Assisted in the development of internal policies related to FMLA compliance.
  • Maintained accurate documentation of all employee leaves taken under the Family Medical Leave Act.
  • Responded to inquiries from employees, supervisors, HR staff, attorneys or other third parties concerning leave entitlements or other aspects of the law.
  • Analyzed trends in absenteeism due to family medical needs in order to identify potential areas of risk or liability exposure for the organization.
  • Coordinated with payroll department for tracking of intermittent leave hours taken by employees.
  • Facilitated communication between management, supervisors and employees regarding their rights under the Family Medical Leave Act.
  • Generated correspondence related to notices required by the Family Medical Leave Act regulations.

AppleCare Advisor

Applecare.
Remote, KY
04.2017 - 09.2021
  • Hybrid position involving not only world class engagement but also providing technical assistance necessary to assist the customer with their issue.
  • Following a process called C.A.R.E.S (quality steps for success).
  • Providing education (emails & how to’s) to customers to prevent callbacks and customer frustration.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Assisted in technical support process refinement to improve customer service and support.
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • Backed up data each evening, helping alleviate lost information following malware incident.
  • Responded to support tickets within 24-48 hours to improve customer service.

Empowered Leader/Floor Lead

Frontier Communications
Chavies, KY
03.2016 - 03.2017
  • Hybrid position involving Floor support with assisting tier 1 agents with issues on the call, how to handle the call, assisting with managing AHT and help Securing sales while on the call.
  • We also did escalations and report stats at the end of day with the clients.
  • Passion for customer service and ownership of the customer experience.
  • Able to effectively tailor communication and style to differing audiences.
  • Able to self manage and work independently in a fast-paced, constantly changing environment.
  • Thrives on a team where expertise is shared and feedback is welcomed.
  • Effective time management including ability to multi-task, organize and prioritize.
  • Able to research and analyze information across multiple tools while talking with customers.
  • Displayed subject matter expertise and acted as escalation point for daily issues and concerns associated with programs.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Responded to support tickets within 24-48 to improve customer service.
  • Directed and supervised staff performance.
  • Identified appropriate solutions to minimize issues and quickly solve problems.
  • Delivered empathy and persuasive negotiation talents to promote memorable customer experience.
  • Delegated tasks to employees based upon individual strengths and experience in supporting customers.

Technical Customer Care.

Asurion
Remote
07.2013 - 03.2016
  • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Educated customers on special pricing opportunities and company offerings.
  • Documented conversations with customers to track requests, problems and solutions.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.

Telecommunications and Disconnect Engineer

AT&T Call Center
Chavies, Kentucky
01.2008 - 01.2012
  • Spearheaded documentation of classified reports.
  • Collaborated with engineers and project managers regarding design parameters for client projects.
  • Maintained and managed network environment including troubleshooting, filing and archiving.
  • Operated computer-assisted engineering and design software to complete engineering tasks by deadline on an ad hoc basis.
  • Provided support for end users.
  • Handled multiple simultaneous deployment projects against strict deadlines.
  • Verified work order information and receipt of all necessary equipment.
  • Participated in team, cross-divisional and technical forums.
  • Anticipated and analyzed common connectivity workflow problems.
  • Found interim solutions to minimize impact of issues on business.
  • Continuously applied quality-improvement methodologies to improve work processes.

Education

High School Diploma -

Perry County Central High School
Hazard, KY
05.2004

Some College (No Degree) - Electrical Engineering

Hazard Community And Technical College
Hazard, KY

Some College (No Degree) - Nursing Assistance

Hazard Community And Technical College
Hazard, KY

Some College (No Degree) - Cisco Certification

Hazard Community And Technical College
Hazard, KY

Skills

  • Technical troubleshooting
  • Service desk support
  • Software upgrades
  • MS Office
  • Communication
  • Multitasking
  • Credit card payment processing
  • Process optimization
  • Microsoft Office expertise
  • Customer relations
  • Problem-solving abilities
  • Inbound and Outbound Calling
  • High-energy attitude
  • Quality control
  • Conflict mediation
  • Claims file management processes
  • Report writing
  • Technologically savvy
  • Data evaluation
  • Verbal Communication
  • Quality Assurance
  • Safety regulations
  • Customer Service
  • Courteous demeanor
  • Verifying data accuracy
  • Ability to type 30 WPM
  • Error identification
  • Collecting information
  • Data Entry
  • Excellent communication skills
  • Strong interpersonal skills
  • Claims appeal procedures
  • Critical thinker
  • Policies implementation
  • Time management abilities
  • Adaptability
  • Interpersonal Communication
  • Attention to Detail
  • Americans with Disabilities Act (ADA)
  • Employment Recordkeeping

Accomplishments

  • FMLA and Leave Compliancy( Military,Bereavement, Company policies, Parental leave ETC)
  • Investigated customer or public complaints to ensure problem resolution and customer satisfaction.
  • Project Management.
  • Supervised project production efforts to ensure projects were completed to company standards, on time and within budget constraints.
  • Problem Resolution.
  • Collaborated with design and test development engineers to collect/analyze SPC data and resolve product/process issues.
  • Supervision.
  • Supervised and maintained [people, process, procedure] to ensure [positive result].
  • Up to date fraud and prevention trained
  • Up to date with Workplace etiquette.

References

Justin Fugate- (859) 537-1846- previous work employee- known 10+ years.

Dwayne Jewell (606) 309-1963- previous work manager- known 15+ years

Mike Mcintosh (606) 438-8428- Powerlifting gym coach/Motivator- Known 3+ years

Vernon Begley (606) 216-3431- friend- known 20+ years.

Certification

  • Certified Nurse Aide

Timeline

FMLA Coordinator

Sedgwick Claims Management
10.2021 - Current

AppleCare Advisor

Applecare.
04.2017 - 09.2021

Empowered Leader/Floor Lead

Frontier Communications
03.2016 - 03.2017

Technical Customer Care.

Asurion
07.2013 - 03.2016

Telecommunications and Disconnect Engineer

AT&T Call Center
01.2008 - 01.2012

High School Diploma -

Perry County Central High School

Some College (No Degree) - Electrical Engineering

Hazard Community And Technical College

Some College (No Degree) - Nursing Assistance

Hazard Community And Technical College

Some College (No Degree) - Cisco Certification

Hazard Community And Technical College

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Sean FrymanCustomer And Claims Specialist.