Craig Franklin Email & Phone Number

Toronto, Ontario, Canada

• This role sees me overseeing the pillars of our global support team: Business ops, Claims admin, L&D, Incident Management, and interim Localization management.
• Directly responsible for a global team of over 50 individuals
• Responsible for the day-to-day operations of the department, driving the team towards SLAs
• Ensure the team follows policies, and procedures and adheres to HIPAA and PIPEDA regulations
• Ensure Member Support adheres to all privacy policies
• … Show more This role sees me overseeing the pillars of our global support team: Business ops, Claims admin, L&D, Incident Management, and interim Localization management.

Toronto, Ontario, Canada

• Developed and executed League's B2C learning program for Powered by League partners, such as PC Health and Highmark, with a high degree of excellence. The program delivered exceptional value, was scalable, and had a.
• Led a team of 4 L&D associates, providing guidance and support that resulted in their professional growth and success.
• Led an initiative to create comprehensive onboarding materials for cross-functional teams, such as… Show more
• Led an initiative to create comprehensive onboarding materials for cross-functional teams, such as Triage and Benefits Administration, as well as assisted Virtual Care Services in developing asynchronous learning..
• Identified and implemented cost-saving measures, resulting in significant annual revenue savings of over 50,000 USD annually for the Member Support Services department.
• Scoped, engaged, and implemented new enablement software for the entirety of the member-facing team, contributing to increased efficiency and productivity.

Toronto, Canada Area

• Expanded training to over 80,000 words of new material, including quizzed components and video.
• Sent to Manila, Philippines with Manager of Vendor Operations to train wave 1 Customer Care agents.
• Led interviews with our new candidate pool.
• Liaised and supported developers with platform features, designs, and Customer Care requirements.
• Coordinated with US division for training, US insurance, and assistance with expansion.
• Managed and developed departmental staff… Show more

Toronto, Ontario

• Oversaw the creation and update of new user reply templates for expedited customer service.
• Rapidly expanded and improved the department with the hiring and training of an internationally-based team.
• Developed a training manual for onboarding new Customer Success hires.
• White glove customer service delivered to high-value clients via telephone support and email.
• Managed Customer Success agent team and tools, including CRM, phone service, and support site.
• Assisted… Show more

Toronto, Ontario

• Resolved client enquiries via email support (Salesforce.com), telephone service, and Goldmoney community forums.
• Used strong communication, active listening, and problem solving skills while providing white glove customer service.
• Handled escalations and acted in the capacity of management/support when required.
• Maintained active knowledge of Goldmoney products, services, rates, and opening market activities.
• Supported compliance and operations departments with… Show more
• Supported compliance and operations departments with investigations, as well as assisting with the onboarding of new clients.

Toronto, Ontario

• Opening and closing daily store operations.
• Inventory and purchase orders using Wordstock.
• Exceptional customer service provided to customers.
• Telephone follow-up to ensure customer needs were met.
• Processed invoices and received daily shipments.
• Interacted with independent publishers and authors in the sale of consignment books.

Ottawa, Ontario

• Managed a team of 3+ individuals.
• Coached, mentored, grew, and trained co-workers.
• Managerial support when required.
• Assisted management in weekly restocks of grocery, dairy, and bulk departments.
• Coordinated the implementation of a new first in, first out dairy department rotation.
• Liaised and maintained working relationships with dairy department suppliers.

Ottawa, Ontario

• Supervised a crew of 4 overnight staff.
• Merchandized store displays.
• Delivered superior customer service.
• Inventory control using SAP.
• Assisted coordination of stock relocation plan during store renovation.

Bachelor'S Degree, Directing And Theatrical Production

Web Development

Diploma, Audio Engineering