Frank Walter Email & Phone Number

Transformed Support, Fulfillment, Payment and Legal Operations business units resulting in massivelyincreased efficiency and efficacy. Reduced operating expenses over 35% while improving morale, cuttingattrition in half, significantly improving quality and elevating the customer experience across allfunctions. • Led end to end process documentation, gap analysis, and remediation planning as a foundation tore-invent and scale operations• P&L Owner: After several years of stagnation, grew revenue over 10% in calendar year 2023 to over$1.2M exceeding plan• Developed the foundation for unlimited scale by automating 80% of manual processes andsignificantly improving quality and customer experience in all functions• Optimized tooling and redefined organizational structure including CRM and telephonyimplementation, improved staffing models, compensation, and introducing a new QA model• Built payment operations function, optimized payment processing, and launched a risk managementfunction• Defined and implemented key operating metrics for all operational functions to quantify operationalefficacy, productivity, and customer satisfaction• Created enterprise-wide functional business requirements which reduced time to market andrevolutionized new product introduction quality• Created a new incident response program and systematized reporting across all business functionsin order to improve customer experience and fix customer impacting bugs 50% faster than theprevious method

Cultivated a culture of focus and efficiency, clarified the standard offer and go-to-market strategy, defined/implemented standard external policies, and revamped the internal business process documentation system.• Unified a chaotic environment, transformed team morale, regulated a $72 million operating budget, and reduced operating expenses by 50% via tool consolidation, vendor management, and process optimization• Built a product roadmap from quantified client feedback and pain points• Engineered a massive business scale up process, and redesigned operations through business process enhancements and role definition/optimization• Defined and monitored KPIs for the operations team, and created a high quality formal training and quality assurance program

Operated the Bill Payment Business unit and collaborated with key stakeholders, executives, and managers to lead a $90 million revenue bill payment business.• Chaired all aspects of Tio Networks including field sales, product management, engineering, operations, and finance • Navigated the integration, took over for the CEO, and led a 250 person company in an attempt to scale and optimize operations• Oversaw 65,000 locations that processed 80 million unique transactions valued at $9 billion, including transactions for the largest telecom, utility, and cable providers in North America

Pioneered Xoom.com as one of the first 50 team members and first operations executive to build a foundation for accelerated, high quality growth.• Developed internal and external technologies, systems, and workflows to optimize team efficacy, productivity, and quality• Increased revenue by an average of 18% annually over five years • Grew transaction volume by an average of 27% over four years while only growing operating expense an average of 3% annually • Increased network expansion rate sixfold and quality rate by 200%• Oversaw PayPal’s integration of Xoom, and ensured experience continuity

Redesigned and optimized operations for nascent startup medical device business.• Successfully navigated the company through acquisition and integration

Created and managed global order to cash organization for a wireless data startup.