Brian Franklin Email & Phone Number

Frisco, Tx

Frisco, Texas

Principals have executed strategies with 33 different in-house and outsourced providers in 13 countries across 82 unique locations... Specializing in the development of multi-channel sales execution, customer experience design and self-serve strategies at the executive and senior manager levels.High-level offerings: - Evaluation of existing operational readiness and corporate strategy through assessments of current structure with focus on end game outcomes - Operational planning, advice and review of selection process for third party suppliers, contract review/negotiation and KPI structuring- Produces detailed and execution-able resolution planning for your business and developing adjustments to fulfill strategic direction- Integrating performance management and assessment of strategy, metrics and projected outcomesOur objective is operationalize and implement your strategic vision and culture while delivering on both the company’s revenue/profitability objectives and an educated customer experience.

Irving, Texas

TXU Energy is the retail division and a subsidiary of Energy Future Holdings Corp. (EFH); a Dallas-based, privately held energy company with a portfolio of competitive and regulated energy companies. These businesses serve the high-growth Texas electricity market, which is one of world's largest and among the nation's most successful competitive markets.Recruited to transition TXU Energy's customer contact organization from a 3rd party management of vendor operations to an internal/employee managed strategic partner model. Restructured outbound sales unit achieving all time highs in sales, cost efficiencies and overall performance metrics. Operationalized and launched new valued added product sales program to enhance customer retention and lifetime value.Responsible for all non-sales related strategies; focused on customer centric experiences through multi-channel/multi-customer touch points.

Amsterdam; Netherlands

International direct response marketing company specializing in the sale and administration of supplemental insurance programs for financial services and credit card industry for over 30 years; operating in 40 countries with annual sales in excess of $100 million. Operations Management – • Accountable for business operations planning, forecasting, and strategy development for Remark’s North and South American operations. Administered a $6.4M operating budget while generating $24.4M in annualized premiumsGrowth and Expansion Management – • Directed international teams in start-up of operations for Argentina, Brazil, Costa Rica, Mexico, US and Canada. Grew call center operations from 3 centers to 16 with expansion into 6 countries. • Presided over four-month rapid expansion project in Mexico increasing operations from a 11,000-hour single site operation producing $426K to three locations producing 23,000 hours and generating $1.6M in annualized premiums with zero decrease in Key Performance Indicators.Contract & RFP Management – • Conduct extensive research to identify and qualify vendors, develop RFPs, secure favorable contracts with outsourced business partners, and managed third-party provider performanceTechnology and Data Manager – • Managed outsourced data/IT provider producing modeling/segmentation reporting, lead/marketing files, active and post-sales campaign intelligence and financial trending analysis.• Lead international project team and managed major international IT projects to consolidating data from 52 unique client databases in 16 countries and 11 languages• Imported and exported data with 15 external clients and vendors while accepting data appends from multiple third party data warehousesBusiness Development –• Created and presented proposals detailing operational plans with established goals and objectives for existing and prospective regional, national and international clients

Plano, Texas

Recruited to direct and manage 4 strategic initiatives and capital budget projects relating to call center technologies and operations. Responsible for analyzing and developing business requirements to determine technology solutions supporting new and existing production deployment. Managed the initial RPF/vendor selection process through post-implementation and business unit acceptance; including new operational department structure. • Nortel Symposium Migration: Migration from Nortel Meridian queue environment to a multi-site, multi-server skill based routing business operation. Created business unit requirements, project/system workflows and scripting architecture to allow greater efficiencies, and improved sales performance for loan consultants; while enabling management flexibility.• IEX TotalView Workforce Management: Once full implemented is completed, this application will allow operations to better plan service levels and staffing/growth requirements across 5 US locations consisting of 600+ agents. • SYMON Reader and Plasma display boards: An enterprise deployed solution utilizing both Plasma and Reader board technology for an integrated on-demand sharing of mission-critical information to a sales force at multi-sites and locations focused on improving business processes and performance by keeping common teams focused on the key business objectives. • Auto-Dialer Implementation: Responsible for RFP creation, vendor evaluation/selection and implementation of this technology for our Telesales Division. Increased company’s visibility into lead management by utilizing new real time/automated reporting. Achieved full State and Federal regulatory compliance requirements. Improved list penetration in excess of 20% resulting in realized additional sales. Eliminated space and staffing dependency on single location.

Plano, Texas

Direct response marketing company with over $2 billion in revenues specializing in the sale and administration of supplemental insurance and membership services programs for the retail, financial services and credit card industries.• Director; Outbound Sales – Responsible for outbound sales of largest strategic business partner, Canadian and Hispanic operations, with Initial Annualized Premium in excess of $150 million contributing approximately 90% of company’s North American profits. Managed budget in excess of $65 million annually. Increased customer acquisition contacts by 125%.• Senior Project Manager – Managed strategic projects for inbound & outbound sales, inbound customer service and cross-sell initiatives. Led business team that executed the reorganization of 40 customer contact centers across 11 different outsource service providers that produce 100 million outbound customer acquisition contacts per year. Increased operating efficiencies by 25% and produced over $20mm of annualized savings. • Inbound Agency Manager – Developed and implemented customer retention programs contributing $14.5 million of incremental revenue annually. Redesigned alternate billing processes, reducing cost per sale by 30% while doubling sales performance. Managed 2 contracted vendors across 3 locations. Instrumental role in driving increase in customer save rates, which increased company revenue by $78 million annually while decreasing operating costs by $500,000.• Project Manager I & II – Developed audit procedures for monitoring call center operations which eliminated excessive support services resulting in $200,000 in annual savings. Developed project plans including the initiation, analysis, design, implementation and maintenance of call center operations and customer retention efforts. Instrumental in the increase of customer retention from 23% to 33% with incremental annual revenue increase of $19 million.

Oklahoma City, Oklahoma

Dallas, Texas

One of the 30 largest property and casualty insurance groups in the U.S. Provides primarily private passenger automobile insurance and a wide array of specialized commercial coverages for businesses and institutions.• Key leader in the design and rollout of a new Strategic Business Unit’s comprehensive marketing plan for attorneys’ professional liability insurance.• Responsible for product development and enhancement, cost effective, non-traditional point of sale marketing, informal market research/analysis and production of applications for new and subsequent renewal business to a 17-state region.• Established marketing database design and updates for over 1,300 accounts and contacts.• Developed and presented executive level proposals and marketing materials while managing direct mail programs.• Provided consultation and direction for 5 outside production agencies that generated over $ 2,000,000 in incremental revenue.