Sean Hurst Email & Phone Number

Oregon, United States

• Lead team of 15 direct reports within the Experience Cloud, driving overall team performance, talent development, and operational success.• Act as a strategic decision-maker for new product launches, determining appropriate skill group assignments and operational readiness.• Design and lead Release Readiness Training for the Experience Cloud, ensuring teams are fully prepared for product updates and operational changes.• Manage the Severity 1 (Sev1) Program for both the Experience Cloud and Configuration.• Provide detailed Root Cause Analyses for mishandled cases, implementing corrective actions to prevent recurrence and improve operational efficiency.• Collaborate with GCSC Operations to support Org62 and OrgCS testing and releases, ensuring smooth transitions during organizational and product updates.• Monitor and manage Service Level Agreement (SLA) compliance and queue balancing.• Key Accomplishments: o Championed onboarding efforts for new global support teams, including spearheading the integration of 2 teams in the Mexico City office, aligning them with corporate standards. o Streamlined Experience Cloud Support transition and increased customer satisfaction by revamping case submission taxonomy, enhancing routing, productivity, and reduced TTR and escalations. o Achieved top performance in CSAT, management escalations, and productivity for the Experience Cloud team.

Hillsboro, Or

• Led a team of 8 direct reports within the Experience Cloud, driving performance, development, and engagement across the team.• Acted as the primary point of contact for Experience Cloud operations, ensuring smooth communication and cross-functional collaboration across the organization.• Delivered annual reviews and provided ongoing monthly feedback to enhance team performance.• Directed management of customer escalations, including handling low customer satisfaction cases and overseeing the full lifecycle of Severity 1 issues, ensuring swift and effective resolutions.• Key Accomplishments:o Spearheaded talent management, including interviewing, onboarding, and developing agents.

Hillsboro, Or

• Served as the primary point of contact for the Configuration skill group and led the Severity 1 program.• Managed customer escalations, including Low Customer Satisfaction cases and Severity 1 issues.• Played a key role in the introduction of new products by determining appropriate skill group assignments and readiness.• Organized team volunteer events, strengthening team culture and encouraging engagement.• Ensured team compliance with internal training programs, including badges and certifications.• Managed dispatch and queue balancing to optimize workloads across individual team members and delivery partners, maintaining SLA compliance and operational efficiency.• Key Accomplishments:o Crafted, delivered, and managed Release Readiness Training, ensuring team preparedness for upcoming product changes and feature launches.

Hillsboro, Or

• Coordinated inbound customer and partner cases to ensure high customer satisfaction.• Assisted with case assignment and workload distribution within the team, optimizing resource allocation to maintain efficient support operations.• Mentored and supported new hires, facilitating their onboarding and helping them develop key skills.• Key Accomplishments:o Served as a member of the Configuration Knowledge Champs team, contributing to best practices and knowledge sharing across the organization.

Beaverton, Or

• Headed a team of 12 analysts, overseeing performance, development, and day-to-day operations.• Facilitated clear communication and team alignment through regular team meetings.• Guided interviewing and hiring process for new analysts, ensuring the selection of high-caliber talent.• Led annual performance reviews, setting clear objectives and providing actionable feedback.• Key Accomplishments:o Oversaw a transition to a new CRM, collaborating with cross-functional team to develop necessary fields and processes, creating training and timeline for on-time rollout.

Tucson, Arizona Area

• Managed inbound calls from prospective and current card holders to help resolve issues• Explain calculations for APR, monthly finance charges, monthly minimum dues, and fees• Provided customer service

Tucson, Arizona Area

• Supervised 15 employees including; assigning duties and evaluating performance• Supervisor on duty for register overrides and customer issue resolution• Managed money in safe and all cash drawers• Handled questions about movies, music and video games in the Media Department• Provided customer service

Tucson, Arizona Area

• Managed inbound calls from prospective and current members to help resolve their issues• Specialized in Technical related questions• Assisted members in connecting online and answer questions about the service• Ability to multitask with various programs• Successful in learning and comprehending new systems and methods

Cherry Point Mcas, Nc

Fiscal Chief / Administration Chief• Instruction, supervision and evaluation of 15 personnel• Monitored yearly budget of $300,000• Purchased and maintained records of $190,000 worth of parts and equipment• Achieved 99% accuracy on audit of over 300 government credit card transactions• Implemented new spreadsheet in Microsoft Excel for accurate record keeping• Proficient in Windows software• Received two awards for accurate record keeping

Tucson, Arizona Area

• Supervised 15 youth in daily activities• Inventoried and ordered food and cleaning products on a weekly basis• Wrote daily reports on each individual youth to track their progress• Engaged youth in discussion groups• Transported youth to and from school and medical appointments

Mission Viejo, Ca

• Managed 25 employees including; scheduling work hours, assigning duties and evaluating performance• Interviewed job applicants, assessed their skills, hired, trained and supervised• Programmed new cash register systems• Inventoried and ordered food and cleaning products on a weekly basis• Managed money in safe and all cash drawers• Provided customer service

Bachelor Of Science (B.S.), Business Management

Associates, Business Management

High School Diploma, General Studies