Franklin Workman Email & Phone Number

Lehi, Utah, United States

Conduct hundreds of weekly thorough QA reviews on a team of 18 background verification analysts. These reviews determine compliance with FCRA laws, as well as other federal, state, and local laws Utilize technical writing to create training templates for QA specialistsCreated a QA review for credit disputes to ensure compliance with FCRA policy Collaborated with other specialists to create processes for compliance with acceptable standards for trouble ticket creation, review, and resolution. Took the same process and completely translated the same process into Spanish. Maintains close collaboration with ResidentVerify's Service Managers to ensure all reviews and feedback for their department are delivered with the most up-to-date process. Maintained the highest deliverables on daily reviews of application screenings for 3 consecutive years

Lehi, Utah

• Conducted daily background screenings for Entrata’s “Resident Verify (RV)” department on over 100 applications. My accuracy on these daily screenings remained at a 98%+ QA average for over 2 1/2 years. • Created tracking workbooks that enabled us to decrease our waiting period on our research by several days in certain instances. By decreasing wait times, this decreased revenue lost on unfilled units.• Maintained compliance and certifications in FCRA guidelines. Certification is up-to-date. • Act as a personal representative in the dispute process for our applicants. • Worked one-on-one with our clients to create tickets, submit feature requests, and provide consultation in the implementation process of our product.• 2+ years providing concierge service (trouble-ticket management) to a portfolio of assigned clients. Maintained 5 months with 100% NPS with these clients. • Taken on 100% of inbound Spanish volume for applicants needing assistance with their screening results. Further translation of department documents and procedures into Spanish

United States

- Currently leading and coaching in a multifunctional capacity as a Trainer, Cook, Food Preparer, Host, and Server.- Created documented checklists for each position to help clarify and define expectations for each position- Successfully trained dozens of individuals in the aforementioned various capacities to be contributing and successful in their position - Fostered and maintained healthy relationships with management and staff that have improved efficiencies in our restaurant

Greater Salt Lake City Area

• Successfully led a team of 16 fluent bilingual Spanish-speaking teammates through the successful launch of inbound Spanish phone support.• Worked in close partnership with global managers and service-design leaders to pilot the launch of eBay's first-ever Spanish-speaking customer service inbound phone support line. This service now provides customer support for one of North America's largest markets of buyers and sellers. • Conducted interviews and launched a pilot program in partnership with service-design leaders that provided Spanish-speaking concierge service for over 3000 of our top buyers in Latin America's largest market.• Continually evaluated and monitored teammate performance with phone and email for quality assurance and training purposes. This included rewriting scripts and workbooks for tracking purposes as well as improved clarity in message delivery.• Nominated for a 'Luminary Award' as one who embodies eBay's core values to be passionate, driven, inventive, and courageous.• Collaborated with other leaders to adhere to department budget for employee engagement and rewards and recognition• Partnered with team leaders in Europe to help with their expansion and growth through the successful exchange of ideas and best practices.• Became proficient in the everyday use of Workday HRIS & Kronos timekeeping to help gauge employee performance & payroll accuracy

Logan, Utah, United States

- Volunteered as a career counselor and employment specialist for the greater Cache Valley Area- Provided weekly career training programs and seminars for job seekers. These seminars focused on developing interviewing skills, resumé writing, and personal brand development skills through LinkedIn, Indeed, Glassdoor, LDS Employment, and Utah Job Corps. - Became involved with Cache Valley SHRM and attended monthly conferences. This proved pivotal in developing and refining effective networking strategies

Sandy, Utah

• Led a team of 18 bilingual representatives to exceed the goal of 92% average on quality for 2 consecutive months• Created spreadsheets that automated data tracking for various key performance indicators ranging from quality assurance monitoring to attendance and various efficiency metrics. These spreadsheets automated a 30 minute process to less than 2 minutes• Acquired proficiency with leading a multicultural team of various nationalities to consistently perform above the standards set by the company• An active participant in the recruiting, interviewing, on-boarding, and certification of 30+ CSRs and 2 supervisors in a period of 90 days during Open Enrollment 2015-2016• Became proficient in the everyday use of BambooHR to help gauge employee performance

Salt Lake City, Utah

• 22 months at 100% compliance with the Health of Compliance (HOC) and 16 months 100% quality assurance approval rating • Published a daily humor column in an email for 6 straight months that contributed to improving the morale and the attitudes of several teams within American Express Customer Engagement Network.• Became a member of a select few top performers who has had two perfect months of customer survey-rated excellence from working with over 1000 customers each month

Ogden, Utah

• Led and motivated two teams of over 15 newly hired employees to consistently perform at exceeding the targeted monthly objectives in sales and service. 4-time top TL in premium sales (January 2013, May - July 2013)• Improved business relations with DirecTV by directly driving energy and enthusiasm into the everyday production of over 100 agents• Prepared weekly presentations to focus on the benefits of continuously learning; these presentations saw consistent improvement in production, sales, and quality assurance scores over a year's time• Involved in the training, coaching, quality assurance, and discipline of all these agents. • Worked as an after-hours project manager to ensure site hit 'metrics that matter' from productivity to sales and quality• Managed by objectives to motivate teams to offer and sell bundled services such as phone and high-speed broadband services for CenturyLink, AT&T Uverse, Verizon FIOS, and Exede Satellite Internet

Logan, Utah

SUBJECT-MATTER EXPERT (SPECIAL ASSIGNMENT)• Promoted twice as a Subject-Matter Expert to oversee training of a class of 20 new-hire representatives• Taught courses on self sufficiency and needs-based offering and selling over a 6 month period • Designed questionnaires and performance evaluations to measure employee motivation, comprehension, and progress toward company goals; achieved an employee retention rate of 70%CUSTOMER ACCOUNT MANAGER (PRIMARY RESPONSIBILITY) • Excelled in deescalating and retaining customers over the phone through active listening, prompt response, and following through; never had to escalate any customer to a supervisor or be counseled on any attendance issues• Two-time employee of the month for achieving highest gross revenue per call and monthly net revenue while maintaining optimal scores in quality assurance goals • Successfully transitioned from strictly service/retention paradigm to sales only within one annual quarter• Excelled in marketing and selling telecommunications products and services such as nationwide unlimited local and long distance phone service, fiber-optic high-speed internet, DirecTV, and Verizon Wireless

• Successfully utilized active Spanish communication only to double output on the production line• Issued recommendations for mechanical improvements that were immediately implemented to almost double the volume of production• Became a trainer within a 2 month period to proactively train 3 new employees using both English and Spanish

Logan, Utah, United States

• Worked as a general account manager for DirecTV and Comcast’s primary calling cue. • Advanced into DirecTV’s third technical support tier and later into Comcast’s high-speed internet support group• Assisted in training and coaching team members in utilization of DirecTV and Comcast’s resources

Asuncion, Paraguay

• Trained dozens of multicultural volunteers on successful miltilingual communication in 4 different languages• Led weekly classes on improving productivity and motivation that nearly doubled productivity of multicultural volunteers over a 6 week period

Sandy, Utah

• Positively recognized for professionalism in managing personal and business transactions for private customers and large businesses• Rewarded for exceeding sales goals for branch's products and services• Provided bilingual assistance for travelers' cheques during the 2002 Winter Olympic Games

Bachelor'S Degree, Human Resources Management/Personnel Administration, General

Bachelor Of Science, Human Resource Management

• Recommended to the Dean's list of academic excellence during the summer of 2010 EDUCATIONAL FOCUS Human Resource Management Business.

Ged

Activities and Societies: Accapella Choir, Track and Field, Wrestling, Swing Club,

General Studies