Frank Fox

Experience

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  Ramel Architects

  Nov 2000 - Nov 2002

  Lead Draftsman

  * Evaluated Architect's line sketches (plans and elevations) for projects and transfer to CAD.* Created plot plans for all aspects of each project.* Project design.* Created complete construction documents for municipal submission/approval.* Made plan revisions based on field conditions, as requested by contractors or engineers.* Delivered project plans to clients/municipalities as needed.

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  Quincy Joist

  Jul 2004 - Jul 2005

  Lead CAD Draftsman

  Responsibilities:• Performed project management at both individual and departmental levels, focused on maintaining efficient workflow through selective project assignment.• Performed technical analysis of Structural Engineering drawings and translate to new CAD-based plans for joist production.• Reviewed structural plan data and joist plan drawings to assemble engineering Bill Of Materials (BOM)• Worked closely with project owners to have final placement drawings approved as per job site conditions, prior to product manufacturing.• Lead a team of 4 internal draftsmen and 5 domestic and internationally outsourced drafting organizations, covering 31 total outsourced draftsmen.Achievements:• Headed up drafting and BOM creation for a $2M+ girder and joist project for Target Distribution Center in Ontario, CA Show less

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  Western Window Systems

  Jul 2005 - Mar 2009

  Project Manager

  Responsibilities:• Managed design, order, production, and shipping schedules for up to 15 projects at a time, with many projects exceeding $50k in value• Provided quality assurance of products in the post-manufacturing state, to ensure no defects prior to shipping• Worked with customers to define product requirements• Visited install sure sites in the field to address customer quality reporting issues• Performed CAD support functions including create, check, approve, and submit mfg. drawings for productionAchievements: • Awarded “Employee of the Quarter” out of 100+ employees. Show less

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  University of Phoenix

  Apr 2009 - Sept 2016

  Responsibilities:• Worked with customers to identify and document project requirements, perform project scoping, and provide updates on data deliveries.• Reviewed and process customer feedback to update datasets and project analyses.• Completed quantitative & qualitative analysis of call center operations and procedural operations, employing CC Sigma Yellow Belt skills.* Analyzed top call volume issues, with recommendations resulting in changing 3rd party systems, resulting in an annual cost savings of ~$750K* Analyzed QA agent scoring behaviors; identified a spread of ~3 Std. Deviations in scoring tendencies between agents, and recommended QA alignment project to resolve inconsistencies, resulting in an industry-standard 1-2 Std. Deviation scoring range consistently• Identified, recommend and drive process improvement items through implementation for people/process/technology focuses.* 85% implementation rate on recommendations (52 out of 61)• Used Excel to analyze and quantify data points, create charts, use pivot tables, etc. * Vlookup/ Index(match)) * Countif(s)/Sumif(s)/Averageif(s) * Dynamic Calculations * Various dynamic functions for converting data points * Setup custom names and data validation to create dynamic charts * Create Histograms to communicate various distributions * Calculate sigma distribution and standard deviation * Calculate and determine appropriate Measures of Central Tendencies• Created PowerPoint deck for simplified data overviews. Show less Responsibilities:• Evaluated 80+ inbound support calls per week, with an average handle time of ~12:00, for three support queues, using the NICE Perform platform• Evaluated quality data to determine trends for reporting and coaching package creation.• Contacted customers for follow up on negative impact calls to ensure a proper resolution is provided.• Selected for my strength in data analysis to be the only team member to provide quantitative deep dive analysis on agent behaviors outside of standard QA SOP. Achievements: • Chosen as the sole agent, out of 16, to lead a special group of floor analysts for monthly QA calibration sessions.• Elected as the only agent to engage with Veterans’ Affairs division directly, out of 16, to identify customer needs and implement quality expectations and departmental monitoring.• Selected as one of two, out of 16 agents, to perform QA analysis on an international call center outsourcing pilot program, which included training and usage of Verint Impact 360 Show less Responsibilities:• Troubleshot inbound technical support calls, providing detailed documentation of steps and recommendations.• Coached a team of 16 agents, exclusively, on quality assurance policies, as well as process methods.• Trained 200+ agents, after being selected as the only agent to train on Salesforce Service Cloud software prior to integration.* Created extensive technical documentation around system usage, for technical trainingAchievements: • Attained “Exceeds Expectations” ratings consistently, resulting in being 1 of 5 agents selected for a work-at-home pilot, out of 200+ total agents.• Attained “Top Quality Performer” ratings in quality assurance month-over-month, which was top 3 out of 200+ agents. Show less

  • Business Analyst II, Data Analytics

    Sept 2014 - Sept 2016

  • Sr. Quality Assurance Analyst

    Apr 2012 - Sept 2014

  • Information Technology Help Desk Technician

    Apr 2009 - Apr 2012
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  Sono Bello

  Jan 2017 - now

  • Support the Chief Marketing Officer with spend data uploads, spend analysis across channels, waterfall analysis, and spend decisions, driven by data. o Build out marketing focused dashboard for daily waterfall analysis.• Manage Tableau Server instance provided by CRM, setting folder level permissions for defined user groups, ensuring defined access and organization.• Setup and provide admin management of departmental Freshworks Support Center instance, ensuring that SLAs are set, tickets get routed and handled appropriately, driving a positive customer service experience.• Create & manage multiple redshift data tables for report building across various silos including sales, clinical operations, marketing, call center operations, finance, accounting, and more. o Employ SQL (Postgres) writing for custom report building across multiple data sources using complex joins and unions.• Assist the Director of FP&A in building the Annual Operating Plan for the business, annually, running out cash and appointment monthly target distributions, at the center level.• Built and managed monthly planning process for the EVP of Strategy, and the Chief Commercial Officers of Sales, to ensure all data was clear, accurate, and provided necessary guidance toward setting goals. o Manage monthly goal upload process into Redshift for use across Enterprise reporting. o Analyzed and recommended monthly waterfall KPIs to set targets and get approval from C-level for use in the plan. Show less • Directly supported accurate data collection and validation for M&A of the business.• Worked with the Chief Financial Officer to provide clear, accurate data around operations for annual voluntary audit purposes.• Reduced end-of-month, and end-of-week reporting output processing by 50%+ from initial deployment. o Provide end-of-month, and end-of-week report outs in summary decks (PowerPoint) for C-level meetings.• Ensuring accuracy of revenue reporting between front and back-end systems within +/- 0.5%.• Freed up 10+ labor-hours/week (25% of an FTE), moving a manual report in Excel, using logic that could be applied in Tableau to automate the process.• Provided various revenue goal recommendations, as well as weekly phasing (forecasting). o Provide end-of-month goal projections, intramonth, with +/- 5% accuracy, based on various inputs.• Loaded goals and phasing into automated reporting builds, using Tableau Desktop.• Forecasted lead, appointment, and show target recommendations for the business.• Worked with stakeholders to determine effective reporting solutions and deploy reporting as needed.• Supported Excel users across Enterprise as needed in spreadsheet usage, design, and maintenance. Show less • Stood up a centralized reporting structure for the organization, helping accelerate revenue growth from $40M to $110M annually. o Created all revenue reporting, sales reporting, labor reporting, marketing reporting, etc. for the business. o Built out data architecture in Excel for all operational silos (sales, marketing, operations, etc.).• Managed ad-hoc reporting requests.• Assisted with system change integration (CRM Software change. Inet to Zenoti). o Worked with 3rd party software team to define organizational logic for reporting. o Managed reporting changes between systems.• Built out operational reports in Tableau under new data architecture and manage user access to reports. o Utilize LODs, parameters, custom calculations, and dashboard design as needed. o Reduced customer facing report load-times by 500%+ from initial integration.• Provided direct customer support of Tableau dashboard creation based on desired KPIs, including e-mail push functionality for daily report automation. o Reduced server demand load by 50% during morning data runs, through report optimization.• Consulted with operations clients to determine reporting needs, from center managers to C-level.• Provided a process report that aided in some aestheticians increasing sales month over month by 100+%. Show less

  • Senior Data Analyst

    Jan 2023 - now

  • Senior Business Analyst

    Mar 2020 - Jan 2023

  • Business Operations Analyst

    Jan 2017 - Mar 2020