Center Service Customer Care

SEAN MATTOCKS

Durham, NC ***** 919-***-**** ****.*.********@*****.***

linkedin.com/in/sean-mattocks

PROFESSIONAL PROFILE

Skilled trainer and customer support leader known for turning lectures into conversations that engage participants in content, and for enabling them to utilize tools and technology effectively. Proven ability to navigate conflicts and difficult customer situations. Resourceful problem-solver able to negotiate and resolve customer, user, and staff issues.

Key Skills:

●In-class and virtual training

●Content design and delivery

●Technical and soft skills training

●Contact center escalations

●Customer service

●Internet search and social media

●Adult learning styles

●Program development

●Coaching

EXPERIENCE

BIOGEN, Durham, NC 10/2020 – 06/2022

Senior Case Manager

Supported new product launch and pre-launch activities for new drug category. Ensured patients were able to navigate non-clinical barriers to treatment.

●Developed and delivered training on Giving Difficult News. Trained staff in communication skills and expertise with technical systems.

●Proposed changes to technical systems to better meet business needs.

●Selected for nine-month workforce management assignment for the Case Management team.

-Managed status and skilling between four different lines of business and over 100 employees.

-Managed schedules in NICE IEX.

-Planned meetings and events. Prepared to maintain contact center service levels around disruptive events during return to work, travels, and inclement weather.

-Monitored agent status and communicated with supervisor team.

CONDUENT, Raleigh, NC 05/2017 – 06/2020

Trainer (07/2018 – 06/2020)

On assignment to a large technology firm. Trained new and current advisors to handle the responsibilities of a technical support advisor in both in-person (ILT) and virtual (VILT) environments. Handled onboarding processes and advised new employees of policies, procedures, and expectations.

●One of five trainers managing transition from in-office to at-home during start of pandemic.

●Managed implementation of a new primary software tool. Oversaw training and roll out for over 600 advisors.

●Implemented new systems that improved information retention and depth of subject knowledge for team.

●Delivered 120 hours of content within three weeks to prepare employees for an exam with a 90% pass rate.

●Developed and delivered several programs for on-the-job learning focused on improving performance including roundtables, coaching sessions, call evaluations, and knowledge checks.

●Trained new staff users on proprietary technical tools and systems.

●Established relationships with senior managers to further their training and use of new skills post-class training.

●Documented and communicated possible challenges with future managers. Addressed interpersonal concerns between employees.

●Managed and recorded attendance. Reported attendance to payroll groups.

Customer Care Advisor II (11/2017 – 07/2018)

Customer Care Advisor (05/2017 – 11/2017)

Began in customer care and was promoted to handling customer contacts at a senior support level for a large technology firm. Handled confidential information. Received escalations and provided solutions and information to other advisors.

●Maintained contact with individual customers over periods extending up to a month.

●Compiled system logs and hardware diagnostics, and identified root causes of issues.

●Worked with engineering to find resolutions to complex issues.

●Accountable for approving and granting exceptions to repair and replacement costs up to $1,149.

●Exceeded expected key performance indicators (KPIs) handling customer contacts.

●Scheduled repairs as necessary.

●Resolved customer issues in a timely manner.

CERTIFICATION & EDUCATION

Instructor Qualification Course, Effective Questions Workshop, on assignment through CONDUENT, Raleigh, NC (2019)

Instructor Qualification Course, Tier III Instructor Qualification, on assignment through CONDUENT, Austin, TX (2018)

High School Diploma, RALEIGH CHARTER HIGH SCHOOL, Raleigh, NC (2014)

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