Sean Ellis

About Sean Ellis

I build and scale the customer support engines that power high-growth tech and fintech companies. I specialize in launching global operations from 0 to 1, creating scalable playbooks that drive predictable results, and developing high-performing teams across both in-house and BPO environments. A natural storyteller, I align stakeholders to transform customer support into a key driver of revenue and retention.

Experience

1. Vice President, Contact Experience Center

   First Tech Federal Credit Union

   Oct 2024 — Present · Hillsboro, OR, US

   Managing an 8-digit budget and omnichannel contact center operations for the CXO organization of one of the largest US credit unions.Financial Impact: Delivered 7-digit annual labor savings (15% headcount reduction) by implementing Agent Assist AI and Voice-AI automations, while maintaining all SLA targets during peak volumes.Performance Turnaround: Slashed annual attrition by 60% and boosted employee engagement scores by 25 points through a strategic redesign of career paths, incentive structures, and team engagement models.Operational Excellence: Reduced abandon rates and improved SLA achievement across voice, chat, email, and social channels by optimizing workforce management (WFM) and quality control protocols.Member Obsession: Grew FCR by 9 points year-on-year while shrinking contact rate through obsessive coaching, outlier management, and representative reward models.

Education

• Portland State University

  Communications and Political Sciences

  2003 — 2006

Skills

• Team Leadership
• Performance Management
• Coaching
• Process Improvement
• Troubleshooting
• Management
• Employee Relations
• Call Center
• Change Management
• Six Sigma
• Sla
• Quality Management
• Customer Experience
• Customer Service
• Vendor Management
• Operations Management
• Quality Assurance
• Bpo
• Cross-Functional Team Leadership
• Call Centers
• Outsourcing
• Workforce Management
• Customer Satisfaction