Drive delivery of analysis and strategic advice for enhanced performance of commercial scale contact center operations through organizational assessments, gap analysis, surveys, focus groups, audits and strategic planning. Deliverables include program analysis, integrated master scheduling, results tracking and project management support.

Company: Francis J Consulting - A consulting firm providing comprehensive business development activities for the call center outsourcing industry globally. Role: Owner/Principal – Nov/2019 to PresentProvide guidance on company strategy, including short and long-range objectives, revenue generation, deliverables, profitability, and growth.-Business Process Outsourcing Consulting: Partner with business process outsourcers (BPO's) to grow their revenue streams through "White Labeling" as well as business expansion through mergers and acquisitions, sales outsourcing and direct client placement. -Mahdlo Executive Advisors: Act as an executive advisor spearheading the Call Center Outsourcing practice.-AdvantEdge BPO: Act as CCO responsible for strategic and tactical aspects of new business development, client relationships and account planning offering omnichannel call center services include technical support, customer care and back-office support. -BairesDev-Senior Advisor: Drive lead generation outreach efforts via my network for a software development firm with 4,000+ bilingual professionals from the Americas offering dedicated teams, outsourced projects, staff augmentation, and more who collaborates with startups, SMBs and Fortune Global 500 companies.-Sephora: Largest beauty retailer in the US. Provided insight on outsourced BPO performance to craft performance improvement plans to achieve better KPI & SLA performance.-GroupBDO: Acted as EVP-Client Management responsible for new business development, client management and strategic planning supporting business process outsourcers (BPO's) throughout the world with revenue generating business development, sales support and lead generating marketing support

Company: MCI - A privately owned technology-enabled BPO company providing contemporary digital customer experience (CX) tools and outsourced call center services to some of the world’s largest companies. Role: EVP, Client Services & New Business Development – Jul/2022 to Present Report to COO. Promoted to manage strategic/tactical aspects of client relationships for a multi-million-dollar portfolio of Fortune 500 clients across 6 sites and 850 FTEs. Services include establishing productive, professional relationships with key personnel in assigned customer accounts. Omnichannel services include technical support, customer care, back office, sales, and retention. -Grew accounts by $30MM, consistently delivering 35%-40% monthly gross margin. -Standardized operational excellence, reporting, and best practices performance management, improving C-Sat scores from 50% to 75% with banking client, and from 7 to 8.6 (10 scale) with communications client. For more information or to request a full resume, please contact Frank directly:E-mail: fjmona@att.netPhone: (925) 216-5596

Company: Sunnova Energy Corporation - A $242MM publicly traded residential solar energy company, providing clean, more accessible, reliable, and affordable renewable energy in the U.S. and its territories. Sunnova serves 280K customers in 40 states and territories.Role: VP, Direct Sales – Sep/2018 to Oct/2019Reported to EVP, Sales & Marketing. Developed and implemented inbound and outbound telemarketing center, selling extended warranties and battery back-up systems to existing solar customers in 10 states and Puerto Rico. Closed 350 deals, delivering multiple millions in annual revenue.For more information or to request a full resume, please contact Frank directly:E-mail: fjmona@att.netPhone: (925) 216-5596

Company: Sutherland Global Services - A $2.4B provider of BPO services including back office, retention, tech support, analytics, customer care, and sales support from 44 centers in 11 countries worldwide. Role: Senior Director, Client Partner Services – Media & Communications – Sep/2013 to Aug/2018 Reported to VP, Client Services. Responsible for implementing and monitoring day-to-day operations for client accounts across 6 sites and 1,500 FTEs in 4 countries. Provided vision and direction to the account and site operations teams, clients, and corporate leadership. Drove enviable additional revenue from existing accounts, consistently meeting/exceeding revenue and customer experience targets.-Full P&L accountability.-Grew accounts by $45MM.-Consistently exceeded KPI and revenue/financial targets by average of 105% annually.-Created 5 new business opportunities, driving $5MM in annual revenue via “tools of automation” including digital assistants, NLP and RPA sales enablement, and analytic platform solutions.-Successfully closed and grew 2 exclusive deals with lifetime contract values of $50 million each. For more information:E-mail: fjmona@att.netPhone: (925) 216-5596

Company: AllConnect - A $214MM broadband marketplace offering comparison services for internet, telecom, TV, energy, home protection, and green products. Customers can search, compare, and order services. AllConnect serves 50MM customers worldwide. Acquired by Red Ventures in 2017. Role: VP, Strategic Client Services – May/2011 to Dec/2012 Reported to SVP, Sales & Marketing. Developed account management, client support, and new business acquisition plans for key clients including Pacific Gas & Electric, Southern California Gas, and San Diego Gas & Electric. • Generated multiple millions of dollars in annual revenue (2012), supporting a customer base of 14MM households. • Achieved 214% of corporate average revenue per call. • Exceeded sales conversion rate by 38% of corporate average. • Teamed with executive developing business plans, sales strategy, and technology platform, delivering 125% of annual revenue target. For more information or to request a full resume, please contact Frank directly:E-mail: fjmona@att.netPhone: (925) 216-5596

Company: AT&T, San Ramon, CA - At $169B, the world’s largest global telecom company, providing voice, IP-voice, video, and data communications services to customers worldwide. 203K employees serve 200MM retail and corporate customers worldwide. Role: Executive Director, Consumer Channel Management, AT&T West (CA/NV) – Apr/2008 to May/2011 Various roles held from 1991–2011. In latest role, reported to SVP, Marketing. Led 20-person team that developed and implemented AT&T consumer marketing programs contributing to $4.5B in annual revenue, supporting 7.5MM retail customers. Managed 15K representatives serving the consumer sales channel across 2,200 AT&T company-owned retail stores, 4,474 company-owned Radio Shack retail stores, and 5,000+ outbound telemarketing agents.• Services included door-to-door, connected communities, and home service providers channels.• Successfully launched 10 new products including AT&T U-Verse, SBC Yahoo! DSL/Dial-Up Internet Service, Cingular Wireless, EchoStar (DISH Network), numerous voice/data bundles, and SBC Long Distance.• Early roles included Executive Director, Consumer Marketing, and ConnecTech & Home Service Providers. For more information or to request a full resume, please contact Frank directly:E-mail: fjmona@att.netPhone: (925) 216-5596