K. Sean Green Email & Phone Number

Germantown Maryland

HUGHES, Germantown, MDOversee management of 7 domestic and international call centers supporting consumer business divisionDIRECTOR OF CONTACT CENTER OPERATIONS (2014 to Present)Plan and steer all facets of call center operations from strategic planning and resourcing to staffing, training, and quality assurance, with focus on efficiency and customer satisfaction. Enterprise Support Supervisor; managed services for 300k+ enterprise customers including Walmart, EXXON, Chevron, Taco Bell, and Pizza Hut. • Propelled successful launch of new call centers and vendors; transitioned frequently between Consumer and Enterprise Support roles to drive new projects and implement improvements.• Senior Manager of Consumer Support, organized efforts of Executive Customer Care and Retention Teams, Technical Support Engineer Team (Tier 4), and multiple BPO vendors. • Controlled costs as Telephony Manager for ordering and implementing voice / data lines; created call center phone routing plans and IVR functionality• Developed and launched internal customer service excellence programs, Voice of Customer program, and customer retention program; brought new level of care to VIP customers, improved overall customer satisfaction, and reduced churn rates.• Drove Beta and usability testing of new products and services, created training, wrote articles and content for knowledgebase, and designed single page platform for call center management tools (Salesforce, PeopleSoft, Symposium, Avaya, and Alvaria). • Launched new IVR enhancements that improved first call resolution and customer satisfaction.• Cemented reputation as knowledgeable and authoritative liaison between frontline call center representatives, vendors, and senior management. Produced reports and presentations that enabled data-driven decision making based upon accurate KPI metrics and stakeholder feedback.

Germantown, Maryland, United States

Senior Manager of Enterprise Support (2010 to 2013)Transitioned operations from internal team of 20 to outsourced vendors, and expanded support structure to locations in FL and LA. Partnered with cellular, cable, and fiber providers to deliver multiple levels of connectivity. Launched multiple new lines of support for large enterprise customers (DSL support, Franchise Tier 1 support, and managed services support).  Provided proactive monitoring, inbound / outbound phone support, online ticketing support, and Tier 1 support for franchisees; included internal proprietary and 3rd-party hardware. Facilitated transfer of support operations to new location in Mexico, enabling same high quality service at lower price point.Manager of Consumer Support (2006 to 2010)Launched call center in India and managed technical support operations, T4 team, and ECC in multiple locations internationally. Steered follow-up transition of T4 team to other call centers.Enterprise Support Center Supervisor (2004 to 2006)Led team of 20 customer support reps enabling GM training and development for large retailers and all dealer locations nationally.Supervisor - Executive Customer Care (2000 to 2004)Managed team of customer support reps handling all corporate escalations.  Transitioned team efforts to call center and T4 technical support role; guided novel approach to troubleshooting, problem solving, process improvement, and collaboration with engineering.

Augusta, Georgia Area

SITEL, Augusta, GAHELP DESK SUPERVISOR (1999 to 2000)Provided Tier 2 technical support and executive customer care for leading provider of global customer care and back-office business processes. Supervised up to 48 direct reports, with agents in both call center and corporate office; maintained proper staffing levels to accommodate call volumes. Took point on investigation and resolution of BBB, FTC, and related service / compliance issues.• Delivered vital training, technical direction, workforce development, and supervision to facilitate successful launch of new call center in Augusta, GA.• Assumed supervisor role for HughesNet Tier 2 and ECC Support Group after launch; local leader for roll-out of Hughes Network Systems help desk supporting DirecTV and HughesNet products and services. • Leveraged exceptional mentoring talents to develop future leaders that were promoted to critical roles that include Director of Launch Management Team, Supervisor of Quality Audits, Supervisor of Executive Customer Care Team, and Senior Manager of Enterprise Billing.

Augusta, Georgia Area

Finance and Insurance manager for manufactured home retailers in the state of Georgia. Responsibility included maintaining gross profit margins and loan approval for each retail location. Also, worked with IT to test various computers configurations and new software and was involved in process improvements for increased productivity and the reduction of paper for the Finance Department

Augusta, Georgia Area

Consulted with clients to identify and prioritize financial goals. Gathered data and analyzed client’s current situation and proposed solutions to help them reach their financial goals. Product expertise included mutual funds, Insurance, and Annuities. Securities license held Series 7, 6 and 63

Augusta, Georgia Area, Valdosta, Georgia, Columbia, South Carolina

Managed Special divisions within Wal-Mart (Automotive centers, Photo Labs). Managed all aspects of running a store within a store. Responsible or all inventory, staffing and P&L. On the regional launch team for new and remodeled stores. Travel to store locations throughout the southeast to help set up, train and hire employees.

Bba Business Administration, Marketing

Activities and Societies: Vice President and Historian of Fraternity, Interfraternity Council, Resident Advisor in Dormitory

Aerospace Engineering