Frank O'Brien Email & Phone Number

Framingham, Ma

Currently manage 700 workers, $87M annual operating budget and three 24/7 contact centers with over 7m annual customer contacts providing in-home and community-based services for aging client base, for private pay, professional and Medicaid channels. Fully accountable for b2b, b2c and b2g customer service, call center operations, field service, IT, manufacturing, supply chain and financial operations. I spearheaded the transfer of manufacturing operations to partner locations in China, Mexico, and US, including full set-up, equipment installation, testing and PCBA production, resulting in $3m in yearly business value.

Framingham Ma

Managed and led 500 staff, $47M budget and 24/7 contact centers at three locations in coordinating b2c, b2b, and b2g customer service, call center operations, field support and fiscal accountability. Facilitated workforce planning, business improvements, sales strategies and relationship building. Operated and maintained hardware and software platforms. Developed and set up business unit continuity plan – stress-tested each quarter. Customer base included consumer, business and government sectors. Cultivated strategic relations with global partners. I delivered over $7M in annual business value after transferring call center and field service tasks to 3rd party partner call centers in AZ and Montreal, Quebec.

Windsor Ct

Oversaw multisite operation with over 400 employees and $20M budget that provided intensive customer service, new patient on-boarding, supply chain, call center operations and strategic initiatives. Developed and cultivated major relationships with global partners. I succeeded in saving $6M in operating costs by centralizing key functions, closing sites, deploying technology and enhancing business productivity by 10%.

Supervised 80+ professionals in selling and supporting full range of medical alert products and services, while responding to over 8M inbound calls each year from at-risk seniors through two-location organization with 200 employees. Implemented, maintained and updated CRM platform. * Smoothly expanded direct sales team from nine to over 80 sales associates to address rapid growth in customer volume.* Improved customer satisfaction levels after reducing response speed by 60% got inbound call queue of 500K monthly.* Decreased employee turnover from 100% to 30% through employee-focused programs that enhanced engagement.