Sean Layer Email & Phone Number

Phoenix, Arizona, United States

• I was promoted to optimize internal and outsourced partner teams while leading initiatives that ensure operational excellence, effective change management, seamless process execution, and superior vendor performance.
• Manage global team of 200 agents, maximizing success by prioritizing clear expectations, transparent communication, and goal setting exercises.
• Mitigate, manage, and track external & internal risks by enforcing fraud controls and reporting processes implemented in previous Program Manager role; ensure compliance with policies and regulations.
• Spearhead vendor expansion process by developing plan to establish fourth partner in India, supplementing three existing locations in Canada, Panama, and Jamaica.
• Negotiate and execute inclusive contracts between company and vendors, maintaining profitability while limiting risk of potential financial discrepancies or losses. Select Achievements
• Grew team performance 400 basis points (bps) YoY after streamlining operations for outsourced partners by enhancing new hire training and providing guidance for all teams.

Phoenix

• I was selected for this new position to identify operational improvement opportunities through observation and reports while overseeing full project lifecycles, including ideation, budget management, and execution.
• Optimized capital project budgets ranging into the multimillions, allocating resources and updating stakeholders on progress to advocate for budget adjustments as needed based on financial forecasting.
• Delivered timely ROI by collecting and analyzing relevant business data to make informed decisions while adapting to changes in business strategies and prioritizing transparent communication with internal stakeholders.
• Increased average payments per day by thousands after SMS program launch within Collections department, marking company’s inaugural text communication efforts.
• Enhanced overall efficiency 28% while reducing operational expenses 30% by consolidating messaging platforms within Contact Center with Customer Contact Strategy Management Platform (CSSM).
• Improved cure rate 17% and dollars collected per case 21% with new implementation.

Phoenix, Arizona, United States

• While overseeing daily operations, customer service efforts, and overall performance of teams and individual agents in our Southwest Contact Center, I aligned the receivables management process with the company’s.
• Ensured success of 90+ professionals in field and office environments following regional consolidations by prioritizing transparent communication, cultivating engaging environment, and fostering continuous development.
• Guaranteed operational accuracy and efficiency by monitoring collection activity in billing system and managing cases and calls, regulatory compliance, escalations, and Net Promoter Scoring. Select Achievements
• Met or exceeded expectations for YoY bad debt budgetary requirements and operational expenses.
• Evolved collections’ best practices by leading enterprise efforts in support of differentiated treatment strategies.

Phoenix, Arizona, United States

• I managed a dedicated team of 15+ frontline employees for optimum efficiency in the loss prevention function, providing daily direction and comprehensive training to maintain steady workflows and productivity.
• Led customer acquisition by minimizing revenue leakage with effective audit & theft of service policies & procedures.
• Ensured compliance with plant specifications and distribution system integrity by conducting field inspections.
• Reduced service theft and lost revenue by educating customers and employees with anti-theft of service campaigns.

Glendale, Arizona, United States

• At Target, I maintained safe and secure environments for all team members, guests, and vendors by managing prevention programs for financial losses, merchandise crimes, and personal safety.
• Investigated internal & external theft and fraud, preparing incident reports for record keeping, analysis, and occasionally prosecution and restitution.
• Hired, trained, and supervised team of 5-7 uniform security and undercover personnel. Specialized in non-violent crisis intervention and crime prevention through environmental design.

Redmond, Washington, United States

• Conducted operational audits and internal/external investigations for corporate and retail locations. Provided support for regional loss prevention managers.
• Managed integrated security system operations, which included card access, physical security alarms, CCTV and Fire Alarm Systems for corporate campus, call center facilities and 500+ retail locations.

Denver, CO / Atsugi, JA

• Honorably discharged.
• Naval Space Surveillance Detachment/Air Force Special Command.
• Fighter Squadron 154/USS Independence/Carrier Air Wing 5.NAVY MARINE CORPS INTELLIGENCE TRAINING CENTER | Virginia Beach, VA
• Advanced Operational Intelligence, Automated Tactical Reconnaissance and Imagery SystemsAIR FORCE SPACE COMMAND | Colorado Springs, CO
• Satellite Data Systems Supervision, Satellite Data Systems Trainer

Criminal Justice / Sociology

~45 hours of coursework in Criminal Justice and Sociology

Communications And Cultural Anthropology

~15 hours of coursework