• Led vendor selection and managed enterprise-level replacement of telephony system, enhancing customer service capabilities and operational efficiency.• Spearheaded the introduction of omni-channel support solutions, optimizing customer interaction across multiple platforms.• Implemented agent AI tools to streamline operations, reduce costs, and improve service delivery metrics.• Collaborated cross-functionally with IT, Operations, and Customer Experience teams to ensure seamless integration and adoption of innovative technologies.• Achieved a significant reduction in customer service response times and improved customer satisfaction scores.• Developed and executed digital product strategies aligned with Sunnova Energy’s customer service goals.• Conducted market research and competitive analysis to identify opportunities and trends in customer service technologies.• Collaborated with stakeholders to define product requirements, prioritize features, and manage product roadmap.• Oversaw the full product lifecycle from concept through launch, including post-launch analysis and optimization.• Provided leadership and mentorship to a team of product specialists and analysts.

Created strategies and lead integration of two large-scale corporate M&A deals.• Supported $300M Stream Energy acquisition by NRG.• Designed objective framework resulting in a successful system, office location, and people integration over three years.• Supported $3.6B Direct Energy acquisition by NRG. Consolidated brand positions while creating a strategy and executionplan to minimize customer attrition.• Launched a national program, resulting in a 20% reduction in bad debt through the deployment of tools and strategies toaddress fraudulent sales.• Deployed small business direct sales team that worked with channel partners to negotiate custom energy contracts forlarge and small businesses across the country.

The Vice President of Operations oversees all customer service, associate support, residential sales, and back office support for Stream. The Vice President of Operations is responsible for developing and supporting customer and associate initiatives that align with the business’s overall strategic direction. The Vice President of Operations leads customer centric initiatives and establishes and maintains continuous process improvement. Sean is responsible for building a world-class customer experience organization, ensuring an efficient and consistent set of processes and procedures, and driving initiatives that create a high performing customer experience. • Lead and direct 300+ employees across internal and external teams, • Plans and manages $10MM budget• Provides expert leadership in operational processes, IT support systems, and energy markets• Responsible for planning, developing, and implementing operational strategies for supporting Stream’s customer journey• Direct daily business operations for optimum efficiency & employee productivity. This includes the ability to coordinate, plan, implement, and manage projects based on company goals• Work with operational teams and IT leadership to optimize and integrate the technologies required to support contact center and back office activities• Maintain close, collaborative relationships with groups across the organization including IT, marketing, accounting/finance, wireless and energy general management• Collaborate with leadership team to build an environment of collective responsibility and accountability• Provide strategic and hands on tactical, daily leadership around contact center, back office, and revenue assurance management teams• Develops Operations KPIs and establishes appropriate tracking and to meet business and customer expectations• Support continuous improvement culture to improve overall company performance and support of customers & associates

Oversees the day-to-day operations of the day-to-day operations team, including contact center management, organizational planning, budgetary & performance analysis, and being the liaison for maintaining solid relations with industry and regulatory groups.

Supporting the IT change management process including methodology, execution, and process improvement. Assists in the day to day operations of the change process, including change approval, change meetings, metrics, reporting, and interaction with business stakeholders to understand their needs and expectations related to change management. In addition, monitor/track schedule changes for release and deployment to all environments, i.e., Test, Staging, and Production.

Managing customer focused projects related to custom application development, software upgrades, or other process engineering initiatives. Provide overall project direction, resource coordination and support of project deliverables. While interacting with internal stakeholders and executive level management to clearly communicate project deliverables and status.

Led the Reconnect Department within the Transactional Operations team, developed new departmental training materials, and brought the company's processes into compliance with market guidelines. Provided data analytics and reporting to Sr. Management staff, regarding customer operations stats and transactional performance. Assisted in the automation of the Reconnect process, allowing Customer Care agents to reconnect customers during an inbound call thus eliminating the need for multiple calls, freeing agents to accept 30% more calls on a daily basis. Also created and trained Retail Operations teams when new processes or guidelines were necessary