Sean Warner Email & Phone Number

Oklahoma City, Oklahoma, United States

Oklahoma City, Oklahoma, United States

• Coordinate and lead the efforts for state of Oklahoma DHS contact centers• Forecasting and staffing, Quality Assurance, and Training responsibilities OU DHS centers• Ensure operational alignment and optimization of contact center service delivery• Provide leadership and strategic direction for internal department contact centers and advisement for external business partner centers• Design and drives alignment to the customer’s cross-channel vision • Design and implement standards of excellence in contact center operational strategies through needs assessments, performance analysis, and resource and capacity planning• Participate in a systemic, interdisciplinary, and ongoing evaluation of operations, process improvement, desired customer-centered outcomes, and organizational outcomes• Responsible for all levels of contact center execution from workflow and usability to technology

Oklahoma County, Oklahoma, United States

• Lead all aspects of Operations for the Massachusetts state-based exchange for the Affordable Care Act through the first year of implementation until year 8• Responsible for operations in multiple states and third-party vendors delivering some supplemental call center services• Forecasting and staffing, Quality Assurance, and Training responsibilities for all locations• Focus on Call Center ops in multiple locations and an organization up to 500 head count across those locations• Main point of contact for client for all Customer Service-related items• Lead, Mentor, and Coach managers, supervisors and leads in all aspects of Call Center Ops• Manage staffing, capacity planning, day to day queue management, schedule adherence, and in/out of office shrinkage • Identify and mitigate business, technical, and financial risks during the Delivery processes

Boston, Massachusetts, United States

• Lead all aspects of Operations for the Massachusetts state-based exchange for the Affordable Care Act through the first year of implementation until year 8• Responsible for operations in multiple states and third-party vendors delivering some supplemental call center services• Forecasting and staffing, Quality Assurance, and Training responsibilities for all locations• Focus on Call Center ops in multiple locations and an organization up to 500 head count across those locations• Main point of contact for client for all Customer Service-related items• Lead, Mentor, and Coach managers, supervisors and leads in all aspects of Call Center Ops• Manage staffing, capacity planning, day to day queue management, schedule adherence, and in/out of office shrinkage • Identify and mitigate business, technical, and financial risks during the Delivery processes

Atlanta, Ga

• Lead all aspects of ISP and Healthcare Payer support• Successfully deliver on all current commitments to the client such as SLA performance, reporting requirements, status updates, and issue resolution. • Communicate to the Client about feasibility, costs, and resources for new initiatives and potential new business • Identify and mitigate business, technical, and financial risks during the Sales & Delivery processes • Responsible for day-to-day 24x7 operations and direct management of 11 supervisors managing an agent staff of 120+• Conduct first and second level performance reviews for entire staff of 200+• Effectively work with and leverage a variety of cross functional remote/offshore teams to ensure client requirements are met in various areas of Operations such as CCOD, MIS, HR, and Quality • Under my leadership, successfully turned a new line of business from a temporary 3-month project to a long-term profitable engagement

Direct the operations of Call Center actvity for 50+ CCPs

• Manage all aspects of CIC for a $20m+ e-commerce business while supervising a team of 9 customer service agents.• Personally responsible for increasing telephone service levels from 20% to over 90% by training and developing agents and have maintained those service levels for over 2 years. Improved email service levels from 31% to over 91% and have maintained those levels for over 2 years.• Act as primary contact on all escalated customer issues relating to e-commerce sales.• Effectively uses call center software tools to report and evaluate performance of agents and train and develop staff, and when appropriate making staffing changes. • Work with cross functional teams to plan events, promotions, and specials for the e-commerce stores.

• Act as Team Lead for team of 9 Planners. Handle escalations/investigations on all service delivery issues.• Maintain on-going communications with customers and Field Service Engineers.• Dispatch Customer requests for service to the FSE in a prompt manner.• Perform call monitoring to ensure customer’s needs are met.• Escalate urgent customer issues to management.• Interface with customers to resolve credit and traffic issues

• Successfully supervised the operations of a 24 hour convenience store.• Trained and developed team of employees in all areas of operation.• Effectively acted as liaison between Quiktrip and over 25 outside vendors to direct all procurement of product.• Responsible for all aspects of P&L management