Sean Pierre, Cbrm Ambci Email & Phone Number

Phoenix, Arizona, US

Dublin, Ohio, US

Led the Business Operations department of a SaaS organization, which consists of Enterprise Operations, Project Management Office, Help Desk and Vendor Management. Responsible for ensuring the technical infrastructure, including the applications, services, communications network, site security and wireless systems are functioning and up-to-date, as well as.

Tempe, Arizona, US

Led 100 customer service specialists, including 7 supervisors, managers and additional staff in support of American vision Partners, which involved optometrists, ophthalmologists, and their staff & patients in Arizona, Nevada, New Mexico & Texas. Phone staff handled general questions and scheduled clinical appointments, as well as triaged patient symptoms.

As Operations Manager, led a team of 6-7 direct-report supervisors and 12-15 indirect reports in on-premise and virtual call center environments, providing comprehensive support to Verizon customers (technical support, billing and warranty issues, sales of warranty and identity theft protection). Create and execute strategies to achieve Key Performance.

Boston, MA, US

As Director of Customer Service, directed a 200+ in-house customer service team and a group of 3rd -party vendors across multiple site locations (AZ, WA, FL) for an industry leader in fiscal intermediary services (specializing in consumer-directed Medicaid and Medicare programs). Wrote and executed the Business Continuity/Continuity of Operations Plans.

Sales coach, leader and primary escalation point for 18 Account Managers in a B2B Sales & Service environment selling industrial level cleaning & janitorial supplies.

US

As Assistant Vice President, led a team of 700+ within the subsidiary organization Higher Education Resource Organization (HERO), including 2 Directors and 8 Managers. Led weekly business reviews with the team, monthly SWOT analyses with each team member, and monthly company-wide meetings to highlight organizational and individual achievements..

Omaha, NE, US

• Manager of 7 supervisors leading 130+ agents in a blended environment of Inbound Customer Service and Outbound Sales with a variety of customer clients, including RCN, Qwest, Gevalia, Scholastic Magazine and others..
• Maintained 1st place in Quality among sites of Affintas Corporation working the RCN Customer Service campaign
• Led the launch of the RCN Cable Modem Technical Support segment of the RCN Customer Service campaign
• Led the launch of the Scholastic Magazine sales campaign

• Started as an agent in Addison, TX on the American Express Customer Retention campaign before being offered the opportunity to help launch a new site in St Joseph, MO. Advanced to increasingly responsible positions.
• Helped to successful launch the AMEX Retention, as well as Pay By Phone/Apply By Phone campaigns at St Joseph, MO site
• Grew Pay By Phone/Apply By Phone from 50 to 350+ agents
• Surpassed production goals in Pay By Phone/Apply By Phone for 6 consecutive months (Jul 00 – Dec 00)
• Rewrote verbiage to effectively address customer objections regarding AMEX Card retention
• Developed process to evaluate agent usage of approved objections verbiage on AMEX Retention campaign

Provided service and support to customers of Sears Financial Services, as well as evaluated accounts using prescribed methods and matrixes to determine feasibility of lines of credit increases

Washington, DC, US

In this role, I was tasked to account for, track, and interface movement data with load-planning programs and perform multiple logistics administrative duties. I was also trained to prepare aircraft and shipload plans that meet organizational requirements. As well as assist with the preparation, planning, and execution of strategic mobility plans in.

Finance

Civil Engineering