Sean Benedict Email & Phone Number

New York, New York, United States

New York, New York, United States

New York, New York, United States

• Designed and implemented a data tracking framework for KPI monitoring and performance management. Built an automated suite of reporting tools to provide leaders across the org with valuable insights.
• Built and maintained headcount forecasting models and workforce management tools for all customer-facing teams.
• Holistic overhaul of customer feedback strategy—soliciting feedback at key touch-points and synthesizing results into qualitative and quantitative reporting, including a monthly Voice of the Customer report to champion.
• Led the procurement and integration of a support quality assurance tool (MaestroQA).
• Developed an automated model to manage monthly sales commissions and performance bonuses.
• Built and managed a CX Operations team of 6; including 3 FTE and 3 offshore.

Greater New York City Area

• Led the procurement and implementation of Zendesk Suite.
• Designed, implemented and maintained an automated transactional SMS communication strategy. Increasing response rate by nearly 100%, improving customer appointment-preparedness, and support team efficiency by driving.
• Designed and executed a top-to-bottom overhaul of IVR flows across four telephony platforms. Leading to a 50% reduction in queue wait time, 12% reduction in call abandonment rate, 15% reduction in average call.
• Developed a unified customer review strategy—leading to a 17x increase in positive reviews within 90 days. Collaborated cross-functionally on the sourcing and deployment of Yotpo (1st-party reviews platform).
• Played a key role in the launching of a strategic partnership with Iron Mountain and expansion from 4 to 30+ cities. Built training materials, workflows, and cross-functional SOPs. Led the Zendesk migration of customer.

Greater New York City Area

Greater New York City Area

Greater New York City Area

Greater New York City Area

New York, New York

• Supported the leadership team by ensuring all resources on the sales floor were utilized effectively. Assisted peers with advanced customer service and/or operational issues, often simultaneously, while ensuring all.
• Worked in collaboration with the store’s inventory control team to maintain inventory accuracy > 99%. Proactively educated new employees on policy and procedures, partnered with teammates and leadership in the event of.
• Facilitated three-day intensive new-hire training seminars. This involved leading multiple workshops and presentations throughout the course of a long weekend to prepare new team members for the job ahead.
• Assisted the Senior Operations Manager in both the planning and execution of new product launches. This included facilitating communication between departments, and relaying consistent “on the ground” feedback.
• Worked with senior management to execute the store’s move to a temporary location while the existing building underwent massive renovations. Partnered with leadership to share feedback and best practices in.