Sean White
Dayton
Summary
Knowledgeable and dedicated customer service professional with extensive experience in financial services industry. Solid team leader with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Customer Experience Specialist
Synchrony
Cincinnati, OH
03.2020 - Current
Conduct call monitoring evaluations and provide developmental feedback
Coach and train front-line associates for all of Enterprise Operations (PSCC and Retail Card)
Calibrate call scoring at regular intervals with other feedback providers
Evaluate technical skills of associates
Identify training opportunities for associates
Serve as a quality and performance resource to the department
Support the department with the measurement and analysis of the effectiveness
Utilize call recording and evaluation systems
Managed front- line associates in metrics
Senior Specialist, Merchant Escalations
Synchrony
Kettering, OH
05.2016 - 07.2018
Respond to questions from call center representatives at multiple sites to assist them in successfully completing a call
Take escalated calls from internal and external customers; research/document issues; make follow up calls to our clients as required; log all calls.
Assist merchants with troubleshooting/downloading of new software loads as necessary
Review/analyze credit applications and credit bureau information to make credit decisions in compliance with credit policy guidelines
Maintain strong knowledge of all Synchrony and client systems needed to resolve merchant requests
Multi-task to complete emails and special projects during idle time while being prepared to take calls
Effectively communicate with peers, all levels of management, and program administrators at the client/association headquarters
2017 STEP Graduate
Specialist, Merchant Services
GE Capital
Kettering, OH, US
07.2012 - 05.2016
Provide outstanding service to Retail Finance clients and providers by assisting and handling their everyday inquiries.
Resolve and analyze merchant issues by utilizing numerous systems and databases to assist in smooth processing for merchants.
Review and analyze applications and credit bureau information to assist merchants and cardholder to make credit decisions and comply with credit guidelines.
Cultivate and maintain positive relationships with new and existing merchants.
Floorwalked for new hires to assist with understanding policies and procedures.
Streamlined reporting processes, increasing accuracy and reducing turnaround time for key financial documents.
Collaborated with cross-functional teams to achieve project goals on time and within budget.
Education
Bachelors - Biology
West Virginia State College
Institute, WV, USAundefined
Meadowdale High School
DaytonSkills
- Policy improvement
- Call center operations
- Teamwork and collaboration
- De-escalation techniques
- Problem resolution
- System implementation
- Employee coaching
- Call metrics
- Process improvement
- Relationship building
- Client advocacy
- Trend monitoring
Timeline
Customer Experience Specialist
Synchrony
03.2020 - Current
Senior Specialist, Merchant Escalations
Synchrony
05.2016 - 07.2018
Specialist, Merchant Services
GE Capital
07.2012 - 05.2016
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Meadowdale High School
Bachelors - Biology
West Virginia State College
Qualifications
- Lead Male Initiative pillar of BE+
- Numerous Leadership and Achievement awards
- Successfully completed rotation in Philippines where i served as a SME for 4 months
- Extensive experience with providing information to different levels of management and operations
- Facilitated Open house for Associate Coaching Specialist team by setting presentations, providing materials for associates, etc.....
- Experience coaching associates to lower handle time and increase their quality performance.
- Adept in FDR, GENASYS, Workstation, Verint, Microsoft Office, and Avaya systems.
- Have assisted and coached peers locally and globally(Philippines, Guatemala, and Puerto Rico)
- Facilitated training for client/customer service associates to help build customer service skills and account knowledge.
- Assist Merchants on daily basis to make credit and business decisions, and utilizing information available to assist cardholders.