Eric Francis Email & Phone Number

Leader of high-performing professionals who turn strategy into reality utilizing personalized platform management (NBx), AI Native, and Interactive Voice Response (IVR) resulting in $663M of savings over 4 years. - Coordinated multiple team deliveries with capital planning, customer success, initiative owners, GTS, workforce planning, and finance to prioritize work delivery of $153M in overall cost mitigation within 26 projects in 2023. - Facilitated team on 23 projects resulting in $203M savings for 2022. Created NBx roadmaps, business cases, and customer journeys with prioritization based on the biggest return on investment optimizing 9.5M calls. - Managed team on 17 projects for 2021 resulting in $135M in cost reduction. Team effort on tracking 145 unique features that lead to 7.5M in call handling optimization and 8.1M in minutes of work.- Leveraged business insights and data analysis resulting in cost savings of $172M in 2020. Established a team strategy and roadmap implementing Google AI Voice and Chatbots into our customer service assets. - Verizon Credo Award Winner for delivering a personal digital assistant via Artificial Intelligence: 2020

San Jose, Ca

Examined the overall customer journey and experience to develop a roadmap and financial view of project priority. Cross functional collaboration, design thinking utilization, and change execution strategy. - Led seven prepaid digital customer initiatives generating $31.2M in operational expense from digital adoption. Streamlined process flows to help reduce the overall prepaid call in rate by 50%. - Produced $23M in cost-savings for 2018 by vetting and developing financials for contact reduction utilizing Artificial Intelligence (AI) and case management for top call drivers.- Drove $5.7M in operating expense savings by collaborating with the revenue generation team to prove additional labor savings through data analytics, stakeholder analysis and change management techniques.- Two-time Phoenix Verizon Award winner for business transformation: 2017 and 2018.

Exceeded sales, service and revenue objectives by providing clear vision, motivation and training to ensure execution on key initiatives with nine direct reports and extended staff of over 100+ employees.- Decreased customer churn 30% by co-creating and leading Loyalty Council Team with managers and marketing team to generate targeted client campaign through in-store customer loyalty promotions.- Led region growth at 43% Year-over-Year and customer retention up 146% for 2014.- Designed and facilitated region-wide manager development programs which resulted in 35% graduation rates and program becoming the foundation for national training program: “Lead”.- Winner’s Circle of Excellence Award 2012, 2014.

San Jose, Ca

Managed contract negotiations between agent/retailers and Verizon Wireless. Developed action plans designed to increase sales productivity and maximize market distribution.Facilitated in opening 59 new local and national points of distribution.Increased upgrades Year-Over-Year 24% in 2009, 35% in 2010, and 32% in 2011.Leader of the Indirect Council Team for Growth in 2009 and Revenue in 2010.

Buffalo, New York Area

Provided exceptional team management, career development and exceeded sales objectives 136% by supporting both local and national retailers in the Buffalo, NY market to drive operations and sales.Contributed to sales strategy development and execution to ensure products and services were effectively showcased in alignment with sales goals.Provided sales tools, initiatives, training and support for team to exceed sales, retention, quality and service goals.Oversaw business operations including budgeting, forecasting, analyzing and sales reporting.Winner’s Circle of Excellence Award recipient four years.

Master Of Business Administration - Mba, Business Administration And Management, General

Bachelor Of Science (B.S.), Mass Communication/Media Studies

Activities and Societies: Sigma Pi Fraternity, International. Charter Member of the Eta-Phi chapter