Frank R.

Experience

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  Sutherland Global Services

  Jan 2008 - Oct 2014

  Managed a portfolio of 7 accounts totaling $30 Million in sales.Met with an average of 7 clients per week consistently, resulting in a 100% client retention rate.Effectively led a seasoned team of partner managers and account coordinators.Oversaw sales forecasting, goal setting and performance reporting for all accounts.Trained peers and management team on internal system supports and implementation plans.Analyzed and reported on Quarterly customer activity, business trends, and areas of concern. Show less Effectively managed a high-volume of inbound customer calls.Defused volatile customer situations calmly and courteously.Managed customer calls effectively and efficiently in a complex, fast-paced and challenging callcenter environment.Referred unresolved customer grievances to designated departments for further investigation.Prepared reports and communication for senior management and clients.Oversaw call center employees to ensure customer satisfaction goals were consistently met.Conducted performance reviews for all Customer Service Representatives to reduce resolution timeand improve customer satisfaction rates.Analyzed call volume and average call time to monitor Customer Service Representative performanceand productivity.Met or exceeded service and quality standards every review period. Show less

  • Senior Account Manager

    May 2014 - Oct 2014

  • Operations Manager

    Jun 2013 - May 2014

  • Call Center Supervisor

    Jan 2009 - May 2013

  • Call Center Representative

    Jan 2008 - Jan 2009
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  Frontier Communications

  Aug 2015 - Jun 2017

  Technical Support

  Installed software, modified and repaired hardware and resolved technical issues.Managed call flow and responded to technical support needs of customers.Resolved customer issues in a clear, courteous and straightforward manner.Identified and solved technical issues with a variety of diagnostic tools.Researched, troubleshot and resolved complex problems independently.Maintained high departmental standards for quality and productivity metrics.Appropriately documented all transactions and pertinent interactions.Managed customers' expectations and experience to a high degree of customer satisfaction. Show less

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  Uber

  Apr 2017 - Jan 2018

  Driver

  Maintained vehicle in clean and safe manner to maximize passenger satisfaction.Stored passenger luggage and personal items with care for safety and security.Transported high-value clients with professionalism and discretion.Waited for passengers at designated high-volume locations such as airports and popular nightlife spots.

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  TTEC

  Feb 2018 - Sept 2018

  Customer Service Representative

  Customer service professional providing white glove service to insurance customers. By using clear communication I was able to properly explain complex billing situations, make needed changes to policies, and ensure complete understanding by clarifying any items the customer was needing information on. My performance metrics consistently showed me in the top 3% of all representatives and led to me being one of the first 10 employees being directly hired by the company who had outsourced the work. Show less

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  Allstate

  Sept 2018 - Jun 2023

  Front Line Leader

  Team leader responsible for the performance and development of a team of up to 25 front line representatives. With collaboration and ability to break down complex situations for any learning style I have been associated with top performing teams. Results included customer satisfactions scores 6 points above peer averages, attrition below 9%, and internal favorability rates of 98% which was an average of 9 points higher than peers.

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  DoorDash

  Nov 2023 - now

  Food Delivery Driver