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.• 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• Responsible for Member Support Services department Risk Inventory• Screen and interview candidates for the global offshore team• Conduct one-on-ones with all individuals and team leads• Support the growth of the offshore team, identifying SMEs and leadership candidates • Perform regular QA on DSAT tickets and chats, sharing feedback with the Senior Quality Manager• Implement quality processes and departmental operational improvements• Monitor and manage claims performance, creating action plans and working with BPO vendors to ensure KPIs and SLAs are managed appropriately • Manage and update all claims processes and policies • Oversee and audit all new and continuous education programs that are delivered to the team on a monthly basis• Delegate high-priority tasks to Learning and Development Associate(s) to continuously update our end-to-end training program• Identify knowledge gaps and quality issues and use these for resource creation and coaching• Previously manage a team of offshore Localization associates, overseeing translation processes for product and marketing materials, driving efficiency and quality• Liaise with an external translation agency to ensure that translated content is delivered on time and at an appropriate quality • Work with offshore translation experts to iterate on the Member Support bilingual hiring process, in addition to conducting interviews in English for bilingual candidates• Oversee Localization costs to ensure strict adherence to the departmental budget Show less

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 positive impact on the organization as a whole.• 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 • 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 positive impact on the organization as a whole.• 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 Triage and Benefits Administration, as well as assisted Virtual Care Services in developing asynchronous learning. These efforts improved efficiency and streamlined operations across the organization.• 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.• Successfully onboarded waves of trainees from diverse locales, including the Philippines, India, and Pakistan, reflecting a commitment to building a diverse and inclusive workforce.• Collaborated with leaders to identify areas for improvement and develop effective training programs that addressed skill gaps and improved overall performance.• Monitored training progress and evaluated the effectiveness of learning initiatives to ensure continuous improvement and increased efficiency.• Developed and implemented innovative training techniques and approaches, such as gamification and microlearning, to enhance engagement and knowledge retention among trainees.• Worked closely with SMEs to ensure that training content was up-to-date, relevant, and aligned with business objectives.• Maintained strong relationships with internal stakeholders and external partners to ensure learning and development initiatives were aligned with industry best practices and trends. Show less

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 • 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 including selection, orientation, training, performance management, evaluation, and coaching. • Developed strong cross-functional relationships across the organization creating feedback loops to inform the business on issues and trends. • Scheduled staff to ensure channels optimally utilized and service was maintained especially during key events and peak periods. • Fostered a positive culture of accountability and ownership to facilitate continuous improvement and high performance to achieve objectives.• 6 direct reports promoted within my time as their Team Lead. Show less

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 • 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 with the community forum to promote platform engagement as administrator.• Escalated technical issues to the development team and oversaw their resolution.• Liaised with Head of Product to create detailed proposals for platform improvement.• Managed relationships with service partners including payment processors, physical metal fulfilment partners, and card issuers.• Served as an intermediary between Customer Success, Marketing, Operations, Compliance, and Finance departments to implement new features or tools. Show less

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 • 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 investigations, as well as assisting with the onboarding of new clients.• Liaised with multiple third-party Goldmoney partners. Show less

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