Devin Frank Email & Phone Number

Hurst, Tx, Us

Irving, Texas, United States

• Call Center Operations Management: Led and supervised a high-performing call center team, ensuring exceptional customer service and achieving key performance metrics. Streamlined operations, optimized call handling processes, and implemented effective strategies to enhance overall efficiency and productivity.• Performance Optimization and Coaching: Developed and implemented performance improvement plans, conducted regular performance evaluations, and provided constructive feedback and coaching to drive individual and team success. Monitored real-time metrics, identified areas for improvement, and implemented targeted training programs to enhance agent performance and customer satisfaction.• Customer Experience Enhancement: Implemented customer-centric strategies and initiatives to improve overall customer experience. Conducted in-depth analysis of customer feedback and call data to identify pain points and develop solutions for process improvements. Collaborated with cross-functional teams to implement customer-focused initiatives and ensure seamless communication and coordination across departments.

Irving Texas

• Monitor field technicians' real-time performance and job completion, maximizing productive time by filling cancelled jobs whenever possible.• Drive field technician productivity and routing efficiency through Arris Management and WFX software utilization.• Support field productivity through efficient call handling, troubleshooting, and escalation of technical issues beyond our scope.

Carrolton, Texas

• Financial Operations Support: Processed invoices, insurance payments, and AP checks accurately and in a timely manner, ensuring all accounting procedures are properly performed. Assisted with month-end closing procedures, including fixed asset depreciation, prepaid expenses, accruals, and bank reconciliations. Prepared data reports, schedules, and analysis as needed.• Backup Support and Reconciliation: Assisted as backup for Remote Deposit Capture and electronic deposits, handling data capture, reporting, and reconciliation. Processed monthly rebates in compliance with contractual agreements. Corrected billing discrepancies by generating daily billing reports and liaising with accounting representatives. Provided proof of delivery receipts to ensure accurate delivery records.• General Ledger Management and Auditing: Supported posting of journal entries and assisted with financial audits. Collaborated with the Controller and CFO, performing assigned duties and taking on additional responsibilities as required. Played a key role in maintaining accurate financial records and contributing to month-end closing procedures.

Buisness Management

Education record