Customer Service Manager

Sean Wells P age

* - * *****

SEAN WE L LS

I T DI R EC TOR

**** ***** ******* **** * al las, TX

214-***-**** **********@*****.***

and Cashlinx Leadership

S trategic Leader w ith 21-years Management and 17 years IT

experience in pawn operational business. A proven track record exceeding

organizational growth and developing the skills of the client services team. I nst rumental in softwa re business

H ighly motivated to identify technology t rends and introduce client service

development and client service

i mprovements and innovations to computing users. Passionate, effective

p rojects

communicator and mentor to all levels of management with a drive for

optimum enterprise. Focused on strengthening relationships, resolving

Devised and deployed new

complex issues, and improving sustainability through developments.

I T initiatives

A

EXPERT ISE

REAS O F

Pushed forward inte rnal resource

commitments

UAT, ITIL, SDLC, Business Operations Profit Growth Consistently maintain exemplary

RUP communication and improve

Software Cost Control Business technology

Advancements Development

TOPS System, CUP, Training & Strategic Planning

E X P E R I E N C E & R E S U L TS

Designed shop-training programs for support agents to increase knowledge of

Operations.

CASH AMERICA INTERNATIONAL • Fort Worth, TX

1991 - Present

DIRECTOR I T CLIENT SERVICES

Direct and oversee the prioritization of IT and Software business development and client related projects. Secure the

implementation, troubleshooting and support of client services.

•Resolve complex program issues and concerns.

•Liaison between IT and end-users throughout project lifecycle.

•Execute end user UAT (User Acceptance Testing) sessions.

•Establish t raining needs and participate in new client setups.

•Facilitate User Group sessions for strategic IT improvements.

•Advocate for client needs, processes and requirements.

SERVICE DESK DIRECTOR

Align IT organizational services to business processes and set policy and strategic planning for Service Desk. Unified

management team levels and improved individual talent and performances.

•Mentored and coached managers, supervisors and Service Desk specialists.

•Inspired subordinate performance issues effectively.

•Strengthened mission and vision of the Service Desk.

•Drove resources and organizational goals.

•Increased quality and control efficiencies.

•Introduced new levels of performance and direction.

Sean Wells P age

2 - Resume

Mentored and trained Team Leads to assist with company growth.

OPERATIONS MANAGER CASHLINX TEAM

Oversee all aspects of operational support. Foster support to team members and facilitate productivity.

•Train pilot shop users for Cash Advance and Pawn phases.

•Create escalation procedures for pilot and beta support.

•Identify, log, and t rack issues during development and production.

•Create UAT scenarios to provide full coverage of critical functionality and validate enhancements.

•Collaborate with Cash Advance team to improve usability and delivery.

•Implement pawn applications and disseminate to operators through presentation.

FSC SUPPORT MANAGER

Head Support Desk for Custom-writ ten FSC Oracle applications and record, t rack, and close support calls from

Customer Support and Collections users.

•Use t racking application (HEAT) for tracking and recording.

•Provide summaries for ad hoc queries.

•Maintain production issues list by resolving and closing.

•Interview, hire and t rain Support Manager.

•Document standard daily procedures for cross training to ease replacement.

SYSTEMS SUPPORT ANALYST I I

Support CUP and Payday Shops Oracle applications and keep Cash America SOX compliant.

•Create, maintain, and revoke user access for personnel changes.

•Support the Accounting department in problem resolution during month-end close.

•Implement special request reports for M IS, home office using SQL Navigator.

•Build Finance and Core cubes.

SHOP SYSTEMS TRAINER

Collaborate with executives, development, support and auditing teams to execute strategy plan for conversion,

t raining, support of acquisition shops and resolve issues.

•Validate parameters set correct for acquired shops.

•Travel throughout UK and US on special projects, including franchise personnel on Pawn System Procedures.

T rained field and home office.

•Create and develop documentation and scenarios for training presentations.

•Troubleshoot and resolve issues with Training Labs.

•Coordinate and arrange travel and schedule t raining centers.

MANAGER TRAINEE / ASSISTANT MANAGER

Excelled from Manager to Assistant Manager, overseeing the day-to-day operations and t rained Customer Service

Representatives.

•Reconciled and facilitated daily and monthly reports.

•Oversee inventory control – Deposits and Sales.

•Hire and t rain Customer Service Representatives and guided their career development.

•Reviewed Customer Service Representatives performance and assessments.

•Coordinate employee schedules.

Sean Wells Page

2 - Resume

Increased call answer r ate by 15%.

SPEEDY PAWN • Fort Worth, TX 1995 -

1990

MANAGER

Headed a team to excel at Operational goals to expand customer growth and increase revenue by overseeing overall

cash f low.

•Handle Billing and Payroll.

•Facilitate Inventory Control.

•Process daily bank deposits.

•Organize and arrange schedules.

ED U C A T I O N & DE V E L O P M E N T

Bachelors of Arts in Business Management • Central Texas College • ( Incomplete)

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