Sean Leahy Email & Phone Number

Milwaukee, Wisconsin, United States

Build high-trust relationships across the customer organization, from end users to C-Suite executives, to drive revenue retention and growth through coaching, strategy and thought leadership.

Frederick, Maryland, United States

Chief relationship manager for the Miami-Dade School District, area private institutions and non-profits. • Chosen to build the educational services program in the country’s 3rd largest school district from the ground up.• Established relationships with executive leadership in the Miami-Dade school system, for-profit and non-profit organizations, resulting in the recovery of $20k in unpaid invoices as well as $30k in additional sales.

Promoted to guide customer facing teams in implementing new and redesigned product offerings, improve the service-delivery model, and increase guest satisfaction. With the goal of increasing NPS scores, the company was investing in the music department, including an over 20% growth in headcount for customer facing teams, revamping existing products and creating new product lines custom tailored to individual markets, and a significant investment in training. Since much of what we did had not been done before in the industry, they needed someone with operational experience and a creative and process-oriented mindset to help manage the growth. In my role, I participated in the development of many of the guest facing products and created several of the processes and programs that resulted in marked improvement in targeted areas and a 6% increase in overall guest satisfaction. Responsibilities: • Developing new service-delivery models based on guest segmentation. • Project managing implementations - kick off calls, setting goals, tracking implementations, and project wrap-ups. • Challenging business partners to utilize the program more strategically and create accountabilities to achieve goals and improve guest experience.• Connect with direct reports and stakeholders twice monthly, and 2-3 in person visits per year at minimum. • Achievements: • Developed a forum for collaboration, allowing Music Managers to share experiences, tips, and support. • Selected to lead three new-build installations, each inaugural season successively outperforming the previous by up to 3%. • Innovated service delivery process by applying Agile and Lean methodologies, contributing to a 20% improvement in quality and consistency. • Project managed implementation of guest experience project, resulting in a 12% decrease in guest complaints.

Responsibilities: ● Directly manage a guest-facing team. ● Ensure best-practice utilization of products to meet guest satisfaction goals. ● Manage service-delivery model to identify opportunities to maximize product implementation. Achievements: ● Collaborated with guest experience team to develop multiple customized activations for guest engagement, including holiday programming and demographic focused products, some of which were later implemented fleet-wide. ● Worked with internal teams to streamline operations and improve role efficiencies. ● Partnered with the Human Resources team to document best-practice coaching processes.