Sean Vance
Eagle Mountain,UT
Summary
I love working with people! I enjoy collaborating with customers and teams to achieve success. Throughout my career, I have been able to gather and apply useful skills to problem-solve and improve the customer experience. I eat pivot tables for breakfast! Give me a good dataset and I am eager to dive in and identify trends and determine solutions. Each position that I’ve held has required a high level of involvement with coaching and development. I have also utilized my skills with reporting to better understand and address issues to help improve the customer experience.
20 Years of Customer Service Experience / 15 Years of Management Experience / Proven Leader / Great Communication Skills / Positive / Friendly / Enthusiastic/ Organized / Adaptable
Overview
23
23
years of professional experience
15
15
Years of leadership experience
Work History
CX Quality Assurance Manager
Heyday
09.2021 - 11.2023
- Established and tracked quality department goals and objectives.
- Created the best CX QA scorecard I have ever worked with to improve customer experience and compliance
- Scheduled and chaired quality review meetings to review the effectiveness of performance mitigating risk, improving throughput, and achieving customer satisfaction.
- Through implementation and coaching our team consistently received an average of 4.6/5 with our CSAT KPI.
- As a startup, I had the opportunity to also take on Workforce Management for our CX Team and maintained SLAs while keeping a minimal staff
- Became proficient with the Shopify OMS by managing orders across 21 different storefronts
- Useful knowledge of Amazon Seller Central was gained as I recently began auditing the performance of our Amazon Channel Ops team to ensure listing compliance
- Worked with Amazon Customer Reviews to maintain an average of 4.5 Star Product and Seller ratings.
Technical Support Manager
Veracity Networks
09.2020 - 09.2021
- Created a customer-first culture
- Tracked KPIs and created continuous improvement plans.
- Established ticket SLAs to improve the overall speed of resolutions
- Became a certified administrator in the Cisco Webex Contact Center platform.
- Increased customer satisfaction ratings to 94%.
- Developed and implemented training initiatives for new hires.
- Managed customer contact center with 15 support representatives.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Customer Service Quality Lead
Ubiquiti Networks
09.2018 - 09.2020
- Created and implemented a quality assurance structure to improve customer support
- Evaluated quality problems and performed assessments to identify and resolve issues.
- I worked with our offshore support group to improve grammar and sentence phrasing to help them interact with our customer base which primarily is English-speaking
- The audit structure focused on scoring agents with clarity of communication and creating a positive experience and solution for customers using our products
- Increased customer satisfaction from 87% to 94% through adherence to quality standards and customer requirements.
- Provided the company with a monthly Voice of the Customer article to communicate wins and pain points.
Customer and Compliance Manager
1-800 Contacts
07.2000 - 09.2018
- For 18 years, I worked in various positions with 1-800 CONTACTS
- This was my first job after high school and it also supported me through college
- I started as a Customer Service Representative and worked hard to advance in leadership in the company
- I was promoted to roles to improve Customer Service Quality and manage various teams to improve sales, service, and order fulfillment compliance
- With my thirst and skills for data analysis, I was promoted to the role of Workforce Forecaster for all of our CX operations teams where I was able to effectively staff teams to fulfill SLAs.
- Managed compliance efforts, reporting and audits.
Education
Business Management
Salt Lake Community College
Salt Lake City, UTPsychology
Utah Valley University
Orem, UTSkills
- Proficient with the complete Microsoft and Google Suites
- Experience with Zendesk, Salesforce, NICE IEX, Slack, Microsoft Teams, Five9, Cisco Webex Teams, Mondaycom, Asana
- Lessonly, Medallia Stella Connect, Shopify, Amazon Seller Central, reviewmonitoringcom, and FeedbackWhiz
- Certified Cisco Webex Contact Center Administrator
- Quality Assurance
- Employee Training
- Continuous Deployment
- Workforce Management
References
Miles Dunn – Previous Manager at Ubiquiti Networks & Heyday - (801) 661-5793
Dave Loveless – Previous Manager at Heyday - (208) 206-1142
Jason Cann – Previous Manager at Veracity Networks (Now First Digital) - (801) 864-2723
Brendon Quarnberg – Previous Manager at 1-800 CONTACTS - (801) 368-9948
Ben Porter – Personal Friend - (801) 330-6128
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Company CultureWork-life balanceCareer advancementPaid sick leaveHealthcare benefitsPaid time offWork from home optionPersonal development programsTimeline
CX Quality Assurance Manager
Heyday
09.2021 - 11.2023
Technical Support Manager
Veracity Networks
09.2020 - 09.2021
Customer Service Quality Lead
Ubiquiti Networks
09.2018 - 09.2020
Customer and Compliance Manager
1-800 Contacts
07.2000 - 09.2018
Business Management
Salt Lake Community College
Psychology
Utah Valley University
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