Sean D. Hillyer

Experience

• 

  US Army

  Jun 2001 - Feb 2008

  Fire Support Specialist

  • Last rank earned: Sergeant• Lead teams consisting of 8-10 personnel• Responsible for training, evaluation and well-being of all subordinates• Responsible for the accountability and maintenance of vehicles and equipment worth in excess of 1 Million US dollars• Completed foreign deployments to Kosovo (2002, 6 months) and Iraq (2004-2005, 12 months; 2006-2007, 15 months)

• 

  Army & Air Force Exchange Service

  Feb 2008 - Nov 2008

  Store Associate

  • Responsible for conducting customer purchase transactions• Provided face-to-face customer service and support

• 

  US Army

  Nov 2008 - Aug 2014

  Family Readiness Support Assistant

  • Served as the administrative point-of-contact between the unit Commander and Rear Detachment Commander, and the Family Readiness Group Leaders and members• Responsible for the coordination of communication between family members and the unit Commander• Prepared and conducted meetings, trainings and informational events for Soldiers and family members• Consolidated, prepared and distributed information via newsletter, social media and personal consultation with family members

• 

  Clario

  Nov 2015 - now

  • Lead an international team of knowledge management and training professionals• Oversee all training and knowledge management activities for the global Customer Care team; including curriculum design, training planning and execution, knowledge base content creation and management, organizational readiness/new product integration, merger and acquisition planning and integration, and corporate document management• Create the team vision and establish a long-term strategy for accomplishing the team and department goals, as well as the established corporate objectives• Plan, evaluate and improve the efficiency of internal processes and procedures to enhance speed, quality, efficiency, output and ROI Show less •Mentored and defined career paths by developing core competencies•Ensured proper training was executed and documented•Conducted reviews of team deliverables to ensure high quality of deliverables in accordance with quality standards and SOPs•Coordinated routine status meetings to facilitate communications, monitor workload, and provide forecasting guidance•Managed team results by communicating job expectations; planning, monitoring, and appraising job performance; coaching, counselling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards. Show less • Recruited and led teams of up to 20 help desk agents• Ensured the accuracy and availability of KPI reporting for the global help desk team; including the development and implementation of strategies to ensure the successful achievement of metrics• Responsible for long-term and daily planning, scheduling, and workload of multiple teams• Monitored team performance and coached agents to meet individual, team, and department goals and KPIs• Conducted on boarding, training, and coaching of new supervisors Show less • Received phone calls, faxes, emails or other communications from clients, evaluated the request and provided rapid resolution of the issue• Obtained demographic and visit information for all incoming calls for assigned product lines• Entered data and maintained accurate and complete client, site and patient information in the database• Assisted client with issues related to portal access, reporting, device setup/configuration, transmission, etc.• Reported clinical irregularities to the Supervisor/Manager/Project Manager• Maintained production metrics as defined by department management Show less

  • Manager, Training Operations & Knowledge Management

    Apr 2024 - now

  • Team Lead, Knowledge Management

    Apr 2023 - Mar 2024

  • Helpdesk Supervisor

    May 2018 - Apr 2023

  • Technical Specialist I

    Nov 2017 - May 2018

  • Customer Care Representative

    Nov 2015 - Nov 2017