Sean Kular Email & Phone Number

Toronto, Ontario, Canada

• Developed, delivered, and executed HOYA customer service training programs, from onboarding to ongoing development and mastery.• Partnered with leadership to align learning needs with organizational priorities and businesschallenges.• Designed and executed a portfolio of blended learning solutions for each role in customer service,allowing for a career pathway and growth opportunities for employees.• Provided differentiated instruction for various learning pathways with resources that are aligned for specific competencies and proficiency levels for each pathway.• Implemented learning solutions, including course facilitation, train-the-trainers, testing for e-learning and other delivery methods.• Aligned with HR and CC Leadership on a clear competency and role-based vision, strategy, andgoals.• Demonstrated leadership of the portfolio of curated and developed learning assets and courses.• Worked cross-channel with other departments to find ways to partner, develop and supportcompany-wide initiatives. Some departments:o Marketingo Saleso Operationso Safety

• Conducted regular 1:1 quality coaching session with agents for continuous improvement.• Identified process improvement to increase agent efficiency.• Collaborated with concierge team manager and data analyst for regular reporting on team KPIs.• Developed and continually improved the agent training program with key touch points and milestones ensuring that agents are set up for success.• Educated and taught all Lavender processes.• Shadowed new agents to provide support and coaching, ensuring they are meeting Lavender requirements for best-in-class client service.• Created and maintained up to date knowledge articles for agent reference.• Supported clinical coordinator and scheduling/billing lead with any complex script, billing, or insurance escalations.• Awareness of escalations and trends and develop processes accordingly.• Reviewed agent tickets to evaluate email content, phone quality, proper process, and follow up cadence.

Vaughan, Ontario, Canada

• Strong Performance Management abilities: Supervising within a unionized environment.• Financial/Budget Management: Maintaining program finances.• Leadership and Collaboration Abilities: Working closely with families, local community partners and multidisciplinary teams.• Effective Advocacy Skills: Creating partnerships to support ‘full inclusion’ of client needs and conflicting demands.• Creative Problem Solving and Decision Making: responding to client needs and conflicting demands.• Demonstrated ability to create and Maintain High Service Quality: Creating innovative service solutions to meet individual client needs.• Provide on-Call duties on a rotational basis.• Foster an inclusive and respectful workplace.• Ensure the well-being and safety of staff and people supported by being knowledgeable of and ensuring adherence to related legislation.• Work directly with the board of directors. • Work directly with client that have been diagnosed with Schizophrenia, Autism, PTSD, Depression, etc.…

Vaughan, Ontario, Canada

 Managed a contract engaging in over 700, 000 hours in field with a return of $35 Million annually.  Managed a company and field staff with over 800 employees. Provided Leadership, supervision, and support to a team of personal support workers and coordinators. Was accountable for ensuring all quality and performance standards including performance management of the team are achieved.  Was responsible for incident reporting and addressing complaints. Conducted intake and upload orders for new referrals. Oversaw service plans, assign, and serve as a liaison between the LHIN and patients, also between the patient and the community staff. Received and processed all requests for service from the referral source, supported service development and performed related administrative activities. Provided administrative, planning, and scheduling support to the community support team and participated in service and quality initiatives.  Ensured compliance with Bloom Care Solutions standards of excellence. Maintained strong community relationship and acted as a prime liaison with the clients and community partners. Processed new hire documents such as signed contract, tax forms and banking information through Docusign & PandaDoc Used indeed to put up ads to recruit more field staff. Organized and presented orientations for new hires- educating new staff with the codes of conduct, company culture and expectation in the field.

Toronto, Ontario, Canada

• Take on Team Lead -CSR Duties ability to manage the referral intake portal is essential• Provide schedule planning support to health care team• Appropriately schedule staff to ensure continuity of care in the provision of service delivery• Update and maintain an electronic client database• File and maintain client records• Perform data entry of all relevant client, employee and billing information• Respond to all caller inquiries with efficiency and appropriate urgency• Provide support to billing activities• Generate and distribute various scheduling and billing reports• Investigate and follow up in errors/discrepancies in services ordered or provided.

Hamilton, Ontario, Canada

• Provide schedule planning support to health care team• Appropriately schedule staff to ensure continuity of care in the provision of service delivery.• Update and maintain an electronic client database.• File and maintain client records.• Perform data entry of all relevant client, employee and billing information.• Respond to all caller inquiries with efficiency and appropriate urgency.• Provide support to billing activities.• Generate and distribute various scheduling and billing reports.• Investigate and follow up in errors/discrepancies in services ordered or provided.• Other office administrative duties as assigned.