SEAN CAMMANN

• 914-***-**** • ad2gdb@r.postjobfree.com • www.linkedin.com/in/sean-cammann •

EDUCATION _

University of North Carolina at Charlotte Graduation: May 2020 Charlotte, North Carolina

Bachelor of Science, Marketing Analytics & Intelligence SKILLS AND QUALIFICATIONS

• Leadership

• Communication

• Process Design

• Development of others

• Results Driven

• Agile Project Management

• Data Analysis and Visualization

• Microsoft Office Suite

• Microsoft SharePoint

• Microsoft Excel

• Property & Casualty Insurance Licensed

• Google Analytics Certified

WORK EXPERIENCE

CONCENTRIX SOLUTIONS CORPORATION

Senior Operations Advisor November 2022 – Present

● Act as a liaison between the Allstate Insurance account and the customer service teams, ensuring effective communication and alignment of goals

● Collaborate with cross-functional teams to streamline processes and improve operational efficiency, resulting in enhanced customer satisfaction levels of 97%

● Train and mentor multiple waves of new hires in the Philippines and Colombia, ensuring their successful transition to the production level of the call center

● Implement quality assurance measures to ensure adherence to company policies, regulatory requirements, and service level agreements

● Conduct daily workshops and knowledge-sharing sessions to update team members on industry trends, policies, and best practices related to insurance and customer service ALLSTATE INSURANCE COMPANY

Frontline Leader May 2021 – November 2022

● Supervised the day-to-day operations for a team of 15-20 customer service representatives, using Continuous Improvement methods such as leading daily huddle meetings, floor walks and hourly productivity reports to focus team’s efforts on project deliverables and metric targets

● Consult with service, operations, and technology department leaders on projects regarding site performance and product updates in order to maximize productivity and streamline the flow of information throughout the organization

● Build and maintain relationships with UNCC faculty, administrators, and students to recruit 5-10 optimal candidates bi- annually through university career fairs, networking events and community outreach opportunities

● Foster individuals’ professional and career development through one-on-one coachings, leading to the promotion of 12 representatives in their respective departments of interest

● Support representatives by handling manager escalated calls and offering advanced customer service knowledge and techniques for our customers

Business Process Consultant May 2020 – May 2021

● Designed, standardized, and edited insurance service processes in company’s knowledgebase to simplify and promote adoption of processes, and adherence of compliance and legal regulations

● Consulted on complex projects with business partners and subsidiaries using advanced expertise of insurance, system technology, and business processes

● Initiated and supported over 200 business process optimization intakes which enabled effective and efficient delivery of company services

● Trained, audited, and certified 21 offshore analysts to assure quality of analyst workflows PROJECTS

Proactively Offering Self-Service Options January 2023 – April 2023

● Proposed, developed, and executed project to increase customer use of website and mobile application and decrease company cost

● Analyzed call data and metrics to determine optimal call types to implement new process

● Initial tests proved to customer call backs by 12% and continues to reduce cost for the call center