Sean J. Casey
Clifton Park,NY
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
20
20
years of professional experience
Work History
ZONES NFRASTRUCTURE
12.2019 - Current
Concierge Ambassador
Microsoft 365
04.2021 - Current
- Assist Customers with technical issues related to Microsoft 365 products over the phone and email with the focus on resolving technical issues through completion
- Support installation, configuration and support of Microsoft 365 products on various platforms
- Accurately document all work performed through ticketing system including details and outcomes
- Escalate product bugs or unresolvable case by providing information to the product groups
- Collaborate daily with team members to enhance the customer experience and promote the health of the program
- Helped to onboard ambassadors into the team when management wasn’t present.
Quality Assurance Analyst
Microsoft
12.2019 - 04.2021
- Analyzing Reviewing customer service interactions conducted by ambassadors with the public in for accuracy and best practices in communication
- Reviewed customer service interactions by ambassadors for best practices and highlighting situations where missed opportunities can generate positive feedback
- Assisted ambassadors with email composition and strategy to deliver technical help in a tactful manner
- Assisted ambassadors in finding solutions to technical challenges and when to escalate when a technical help is needed
- Participated in auditing customer service tickets for missed customer service opportunities and reinforce best practices to insure agreed upon standards are met per contracts
- Filled in for other Quality Assurance Analysts that are out of the office for the day often collaborating with their Team Lead and ambassadors to assist in the customer service process.
Retention Representative
UNITED HEALTHCARE
07.2017 - 09.2019
- Contacted members and responsible parties in the collection of monthly insurance premiums to maintain coverage
- Assisted member and team members in answering inquiries related to missing and misapplied payments through contacts in the billing department
- Retained current membership by assisting members with the completion for Government health program applications
- Responded to all inquiries regarding the application process for existing members and strived to meet daily production metrics
- Contacted members and responsible parties in renewing coverage and creating sales leads using the established standards and procedures
- Assisted in helping the member understanding benefits and escalating challenges when necessary
- Completed all required information and documentation necessary to complete the application process
- Tracked and inputted actions taken during the recertification process to ensure that renewals were reported
- Assisted team members with managing workloads through research and outreach to retain members
- Assisted team members and management in improving the working experience by exploring professional development programs and presenting best practices to improve skills and employee engagement.
Billing Specialist
FUSCO PERSONNEL
10.2016 - 01.2017
- Farm Family Insurance in Glenmont, , an insurance company that specialized in insurance products for agricultural professionals
- Multiple tasks that focused on the application and administration of policy owner plans
- Researched and applied premium and loan payments to clients polices
- Researched need for policy updates and made changes
- Organized and researched bills and payment due notices for mailing
- Assisted outside parties with various requests such as phone billing and copies of documentation.
DAVIS VISION
12.2011 - 09.2016
Quality Assurance Analyst
Davis Vision
03.2014 - 09.2016
- Worked at a supplemental insurance company that specializes in vision care
- Observed incoming calls on a weekly basis for customer service representatives and document findings in a written evaluation for the associate and supervisor
- Participated in training of new hires or established associates in various functions of daily business, accelerating onboarding process and improving proficiency
- Facilitated a relationship between the call center and training personnel
- Ensured Associates training needs were identified and addressed by working on special projects
- Adhered to privacy, confidentiality and proprietary company policies & procedures
- Assisted in creating and developing training materials related to Visionworks customer service.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
- Created and achieved product quality objectives and met product specifications.
Senior Customer Service Representative
12.2012 - 03.2014
- Handled more complex calls providing comprehensive information and settling any issues
- Assisted providers with placing orders while following the policies and procedures
- Answered inquiries from retail division with the goal of resolving the challenges presented within the call
- Assisted in record-keeping of the store listings monthly for the CSR use
- Supported various outreach initiatives aimed at educating members and providers about various programs
- Helped to onboard representatives into a team environment when management when management wasn’t present.
Customer Service Representative
12.2011 - 12.2012
- Assisted internal and external customers with detailed information on vision care and products daily
- Researched both routine and detailed benefits information to subscribers and providers daily
- Provided detailed information to both members and providers, related to claim payment
- Facilitated resolutions whenever necessary to have a positive result
- Provided order updates to both member and providers with the emphasis on customer satisfaction
- Assisted customers in facilitating quality assurance challenges
- Assisted potential customers and retailers with basic benefit descriptions with emphasis on generating new business.
STATE STREET BANK & TRUST
09.2003 - 12.2010
Global Income Associate
09.2007 - 12.2010
- Worked at custodial bank that specialized in the management of institutional investors’ income
- Reviewed and evaluated work performed by joint venture associates in an offsite location
- Created list of metrics that both State Street and client could use to evaluate work performed in a proactive manner
- Prioritized and escalated claims over $50,000 to increase income collection by resolving collection issues
- The result is client satisfaction
- Primary Accountant for a multimillion dollar clearing account with responsibilities including applying income to the fund group / clients bank account and monitoring daily activity in the clearing account, resulting in correct funds applied to the correct client accounts daily
- Reviewed updates from joint venture team for accuracy on a weekly basis with results forwarded to senior management, permitting management to make data focused, leveraged decisions based on available information
- Coordinated a centralized location for group reports designed to measure the accuracy of the offsite reporting process, permitting management to judge whether the work performed met compliance standards.
Education
Bachelor of Science - Management
Johnson & Wales University
Providence, RI05.2003
A.S - Business Management
Johnson & Wales University
05.2001
Skills
- Accounting Skills Customer Complaints Resolution Organization Skills
- Excellent Interpersonal Skills
- Document Review
- Key Process Development
- Database Management Quality & Productivity Improvement Staff Training & Supervision
- Microsoft 365 Administration Technical Research Windows Management
- Company Policy Adherence
- Industry Needs Awareness
- Problem-Solving Skills
- Process Improvement Implementation
- Task Prioritization
- Identify Needs
Timeline
Concierge Ambassador
Microsoft 365
04.2021 - Current
ZONES NFRASTRUCTURE
12.2019 - Current
Quality Assurance Analyst
Microsoft
12.2019 - 04.2021
Retention Representative
UNITED HEALTHCARE
07.2017 - 09.2019
Billing Specialist
FUSCO PERSONNEL
10.2016 - 01.2017
Quality Assurance Analyst
Davis Vision
03.2014 - 09.2016
Senior Customer Service Representative
12.2012 - 03.2014
DAVIS VISION
12.2011 - 09.2016
Customer Service Representative
12.2011 - 12.2012
Global Income Associate
09.2007 - 12.2010
STATE STREET BANK & TRUST
09.2003 - 12.2010
Bachelor of Science - Management
Johnson & Wales University
A.S - Business Management
Johnson & Wales University
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