Sean Miller
Arlington,TX
Summary
Accomplished Senior Client Support Specialist with a proven track record of delivering exceptional service and cultivating lasting client relationships. Adept at resolving intricate client issues and fostering strong connections through clear communication. Experienced in team leadership, process improvement, and elevating overall client satisfaction. Excited to leverage expertise in a fast-paced and innovative organization.
Overview
16
16
years of professional experience
Work History
Unit Coordinator
University of Texas Southwestern Medical Center
11.2024 - Current
- Coordinated unit's operational activities.
- Monitored patient flow and updated relevant medical records.
- Organize and update patient charts systematically.
- Coordinated supply chain activities for patient nutrition and staff office needs.
- Ensured proper organization and storage of equipment.
- Developed Excel-based solution to oversee work order progress and address repeated problems.
- Evaluated task distribution to prevent overburdening team members.
Senior Client Support Specialist
AMN Healthcare
02.2023 - 07.2024
- Collaborated with implementation and sales teams to establish and maintain essential processes.
- Managed interactions with hospitals and clinics to address billing and payment issues, ensuring all approvals and procedures were properly followed.
- Facilitated Time Fraud meetings to evaluate case authenticity and identify fraudulent activities.
- Contributed to the deployment of Salesforce for improved case tracking and management.
- Streamlined approval process for unbilled revenue cases through effective Excel management.
- Delivered strategic direction to newer team members for handling complex situations.
- Conducted unit testing to ensure proper functionality and tracked updates using Excel for seamless sharing.
- Designated as Subject Matter Expert for project and system.
- Served as PeopleSoft Subject Matter Expert, addressing issues and supporting IT in testing solutions.
- Enhanced billing efficiency by developing processes that expedited time submission and approval.
Assistant Customer Support Manager
Scout and Cellar
09.2020 - 02.2023
- Executed responsibilities as a Senior Agent by managing up to 100 chats and 50 calls per day.
- Managed various tools to streamline customer service processes.
- Maintained weekly customer satisfaction scores at 95% or above.
- Oversaw operations of a busy call center handling inbound inquiries from customers and sales consultants.
- Collaborated with various departments to enhance customer experience.
- Achieved significant growth in CSAT and NPS metrics through targeted improvements.
- Tracked essential metrics for agents, boosting team contact efficiency by 20%.
- Enabled promotions for 20% of team members by fostering growth.
- Ensured agent success by utilizing Individual Action Plans in partnership with management.
- Implemented structured training materials to enhance operational efficiency.
Lead Corporate Trainer / Bartender
Texas Live
07.2018 - 12.2020
- Achieved high customer satisfaction while bartending at events with 300-500 attendees.
- Led team in sales and tip percentages consistently.
- Developed onboarding resources for newly hired staff.
- Oversaw daily training progress ensuring task completion and readiness for tests.
- Managed inventory for front-of-house and bar, performing weekly cycle counts.
Lead Corporate Trainer
Old Chicago Restaurant Group
01.2013 - 01.2018
- Oversaw team operations for launching five stores in multiple states.
- Enhanced skills of more than two hundred servers and bartenders through focused training on customer service and teamwork.
- Enhanced customer satisfaction through real-time coaching.
- Directed bar training for the largest store launch in company history, instructing fifty bartenders and servers.
- Facilitated beer 101 sessions, boosting team members' confidence and knowledge in beer sales.
Shift Supervisor
Old Chicago Restaurant Group
01.2009 - 01.2018
- Oversaw bar, service, and kitchen operations during high-demand periods.
- Handled escalations to ensure customer satisfaction and repeat business.
Education
General Studies - General Studies
University of Nebraska
Omaha, NE12.2009
High School Diploma -
Crete High School
Crete, NE05.2007
Skills
- Proficient in Microsoft Office, including Outlook, Teams, Excel, Word, and PowerPoint; PeopleSoft, Zendesk, SharePoint, HubSpot, and Salesforce
Timeline
Unit Coordinator
University of Texas Southwestern Medical Center
11.2024 - Current
Senior Client Support Specialist
AMN Healthcare
02.2023 - 07.2024
Assistant Customer Support Manager
Scout and Cellar
09.2020 - 02.2023
Lead Corporate Trainer / Bartender
Texas Live
07.2018 - 12.2020
Lead Corporate Trainer
Old Chicago Restaurant Group
01.2013 - 01.2018
Shift Supervisor
Old Chicago Restaurant Group
01.2009 - 01.2018
General Studies - General Studies
University of Nebraska
High School Diploma -
Crete High School
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