Sean Conway

Commercial Support and Customer Service Rep for

6737 Placid Place

Silverton, OH 45236
Phone 502-298-1622
sean.conway29@gmail.com

over 11 years
Silverton, OH

ABOUT ME
A professional Customer Service/Commercial services rep with the desire, knowledge and skills required to provide
fast and efficient customer service. In a span of over A DECADE of customer service I have been on the front line first
contact for major brand such as Papa John's, 5/3rd Bank, Citi-Bank/Sears, Humana, and the Gannet Network! I have
obtained multiple bonuses for customers high approval ratings averaging 4.7, call qualities, and even collection
amounts when I worked collections. I type at a 74 word per minute pace with 95% accuracy and am an avid multitasker.

EDUCATION
English Studies
Jefferson Community College, Shelbyville, KY
2002 2002
I took one semester of English 101 in 2002,

GED
Shelby County High School, Shelbyville, KY
1996 2000
I had some personal issues going on during my final years of high school so I decided to get my GED early rather
than continuing on for my high school diploma.

EXPERIENCE

Commercial Research and Resolution Specialist III

April 2016 Current

Responsible for assisting with research and resolution on escalated tickets from level 1 representatives. I look into all
of our systems and contact the customer by e-mail or phone call when I have reached a resolution for their issue.
This could be with their cash vault, wire, ACH, Lockbox, biller direct, or Loan. I also help coach level 1 agents on how
to make better tickets and how to find the resolution on their own. I obtained my promotions through queuing less
research tickets, gaining the RITA award, calling escalations for help less as a level 1 agent, learning all 15 skills
within the CSC, and earning the Horizon Award.

Commercial Support Rep

5/3rd Bank, Cincinnati, OH

Jun 2014 April 2016-(promoted)

Responsible for assisting Commercial Businesses and Internal employees with Commercial banking issues by
providing exceptional service support to with ACH, Wires, Cash vault request, Commercial Credit Card management,
Cards Payable, Direct Other, Electronic Deposit Manager, Financial institution, General, SDG2, 5/3rd Direct Portal and
online tech support for our 5/3rd Direct Commercial payment and reporting platform as well as any other related
banking / commercial request such as fees, check copies, and explanation of charges on DDA.I received the highest
quality for 2015 on my team for phone calls and the top raise for my performance by far exceeding goals.

Experienced Peer Advisor

New Hire SME (nest helper 12/15)
Engagement Committee
Triage Team for emergency ticket work

Safety Captain

AMO Debt Collector/Default Prevention

KHESLC, Louisville, KY
Jul 2012 Jun 2014
As a Professional Debt Collector, I achieved being a top collector by bringing in 1,000,000 in account balances one
month and well over 750,000 in balances collected every other month. I negotiated monthly payments on defaulted
student loans. I actually started as a Default Prevention specialist and moved up to Debt Collector within a year.
I was advanced at skip tracing phone numbers, place of employments and addresses for borrowers. As a Default
Prevention specialist I offered ways to avoid defaulting on the federal student loans. I also advised students on filling
out federal forms and I called business, cell, and home numbers to offer assistance to bring past due accounts
current

Operations and Customer Opportunities Specialist/Online Tech Support

(merged in 2009/2011)
Papa John's Inc, Louisville, KY
Apr 2007 Jul 2012
I processed incoming customer service faxes, e-mails, calls, letters, live calls and voice mails for customer
opportunities for the Domestic Papa Johns Corporation in over 50 states.
I was stats and database manager for our small group where I came up with away to streamline the online complaints
form for faster customer service resolutions. I serviced the Papa Johns online website customer service by
interacting one on one with customers about pending authorization removal, attempted transactions and I also helped
stores remove products from their individual site online when requested.

SOFTWARE

Adobe Acrobat

Lotus Notes

Microsoft Office Suites

Microsoft Outlook Express

Windows XP, Vista, 7

SLSS

SST v1.3 Dialer Experience

Data Entry

Multi-Lined phone systems

5/3rd Direct Other

CRM-Siebel

TSYS

Smart Data

ACE

Mastercard SDG2

Mainframe/Pep+

Agiletics

Roscoe

AWARDS

Spirit of the Pin Award at 5/3rd Bank for my nest helping

Received customer survey OSAT banner for best surveys 02/2015

I was awarded twice for the least amount of mistakes in data entry for Courier Journal new Subscription starts.

Numerous Papa Johns Slice Awards for excellent internal and external customer satisfaction ratings

Won gift card for best month at 5/3rd on my team for October

Nominated for a Peer Star for mentoring a new hire at 5/3rd Bank

5/3rd RITA Award

5/3rd Horizon Award winner