Sean Mcgowan Email and Phone Number

*Contribute to the success of this small business by interacting daily with customers through all channels and resolving issues for them. *Extensive work in Quickbooks and Thunderbird email systems. *Responsible for day to day banking and business financial responsibilities including; billing, accounts receivable, accounts payable. *Over see summer student success.

• In collaboration established website: www.talentpath.ca• Specializing in dispute resolution and customer service solutions.

Manager, Customer Relations Reported to the Director of Delivery and the Director of HR and Organizational Development. Created a brand new unit concentrating on program training, customer-focused quality issues and customer disputes. Managed team of ten and a budget of $500K.TRAINING: Established centralized, consistent company-wide training. Created unit of four facilitators to train 450 staff on 15 programs and services and led the creation of 15 separate manuals. Pilot Project (2007 & 2008) - Training Coordinator for highly successful new Fresh Market Vegetable program. Managed technical and program training delivered to 50 staff, boosting sales of customized insurance product by 150%.QUALITY: Effectively managed day to day customer-related quality issues by creating a log to record and monitor quality issues and to direct their resolution. Improved customer satisfaction scores from 3.2 to 4.3 out of five. Introduced a compliments and suggestions log to continue to answer customer concerns about programs without allowing issues to escalate. Strengthened relationships with the community by recognizing retiring customers. Instituted a personalized "thank you" card, signed by the CEO. Advised on the purchase of a $700K phone system that allowed for newer technologies to be effectively integrated into Agricorp's customer service delivery.; Created four member Dispute Resolution and Advocate unit that managed escalated customer issues for all programs. Established and evolved a centralized process. Trained advocates to deal with issues arising from all parts of the organization with greater autonomy and an understanding of Agricorp's escalation process. Allowed for careful adjudication of customer issues. Chaired Agricorp's Issues Review Committee (2004 - 2008), an internal review committee that evaluated over 300 customer complaints at the highest level and made binding decisions.

Reporting to the Director of Operations, managed Call Centre servicing three major programs: Production Insurance, Market Revenue and Farm Business Registration (customer base of 35,000). Managed annual budget of $1M and team of 22.Directed training on all programs and systems, involved in managing 100,000 calls per year. Developed, facilitated and managed training programs including peer mentoring and cross-training. Enabled staff to be fully productive within three weeks. Achieved a period of 1.5 years with zero turn over in the Call Centre. Used an inclusive management approach and established personalized recognition programs to create a positive team environment.Developed and introduced a call monitoring program, including researching and purchasing call recording equipment. Recognized for enhancing the team's customer service skills for this program which is still in use today.Researched and purchased a system to deliver auto-dialer messages to customers for important deadlines, saving 23 cents and three to five business days/customer contact. Technology still in use today.Member of federally sponsored Federal/Provincial task force evaluating crop insurance. Recommendations implemented by Canadian Crop Insurance agencies.