Jared Frank Email and Phone Number
Jared Frank work email
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Jared Frank personal email
Dedicated Customer Experience and Operations Leader with a proven track record of success in multiple leadership roles. Passionate customer champion devoted to compliance and customer experience excellence. Genuine leader capable of defining and executing operational strategy through the development of strong relationships and engaged, high-performing teams. Effective at fostering a productive, agile work environment, and a continuous improvement culture. Skills and Capabilities Include: - Customer Experience (CX/VoC) - Employee Experience - Process Improvement - Change Management - Program Management - Operations Management - Contact Delivery - Workforce Management - Strategy and Analytics - Coaching and Development
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Director Of Customer ExperienceCapital Services Aug 2021 - PresentSioux Falls, South Dakota, Us- Responsible for all customer contact activities including budget and strategic planning, workforce management, and leading over 70 associates located in Sioux Falls and Brookings, SD- Leading a culture shift focused on employee and customer experience, supported by new KPIs, standards, service evaluation, and career path opportunities- Led the implementation of a knowledge management system supporting all of operations- Administered and provided analysis and insights for department and company employee surveys
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Avp, Customer ContactSammons Financial Group Companies Feb 2019 - May 2021West Des Moines, Iowa, Us- Responsible for all customer contact activities including budget and strategic planning and leading over 100 associates located in Sioux Falls and Des Moines, IA- Developed and maintained relationships with BPO and software vendors- Designed and Implemented a VoC post-call survey program including a closed loop action management process that resulted in an average Sammons Net Positive Score near 80%- Revamped the internal quality process to support call flow and customer experience coaching with attributes that demonstrated a strong correlation to the VoC program feedback - Achieved an increase of 13 points in overall engagement with 96% participation in my first year- Established a strong foundation of customer contact practices including capacity planning, schedule management, reporting, KPIs, and performance management- Partnered with IT to drive an effective alternate remote solution to our BCP plan for contact center operations when the pandemic event occurred; customer contact was primarily recovered within 2 days and I also supported the implementation of this solution across the company -
Business OwnerGolf Etc. Sioux Falls Mar 2012 - Feb 2020- All aspects of retail business ownership with primary day-to-day operation supported by employees- Club fitting and equipment education including swing analysis - Custom club building and repair
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Vp, Contact Center Site ManagerTcf Bank Nov 2016 - Jan 2019Us- Responsible for all customer service call center activities including budget and strategic planning and leading over 100 associates located in Sioux Falls and Plymouth, MN- Analyzed and drove performance; improved customer experience score by 17% - Fostered a supportive leadership culture resulting in an 11% attrition reduction- Established processes to monitor and improve customer facing metrics; led a redesign of key performance indicators and enhanced reporting to support- Successfully executed a business continuity plan for 6 weeks; collaborated with facilities and technical teams to operate out of our backup site within 8 production hours after exiting our normal location; led all sites in customer experience result even when executing this plan -
Cx | Voc Program ManagerCustomer Centered Strategies Jan 2016 - Oct 2016- Optimized business effectiveness, efficiency, and revenue through continuous improvement; managed a client project resulting in a $3MM annualized financial benefit - Executed Voice of the Customer program to generate actionable insights that allow alignment of people, process, and technology to better serve customers- Partnered with business executives to design customer experience strategy aligned with corporate objectives and marketing strategies- Established processes to monitor and improve customer facing metrics that create a competitive advantage and cascade through an organization
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Department Operations ManagerCapital One Jan 2014 - Dec 2015Mclean, Va, Us- Responsible for customer service call center escalations and process departments, leading over 360 associates located in Sioux Falls, SD and Chesapeake, VA - Collaborated with multiple lines of business and levels of leadership to establish and implement staffing and operational strategy; influenced new service level goals for 2015, designed and executed staffing plan resulting in 100% service level goal achievement - Established escalations team focused on reducing Consumer Financial Protection Bureau complaints; contributed to a 10% complaint reduction - Analyzed and drove performance; improved escalations Net Promoter Score by 21 points in 7 months - Fostered a supportive leadership culture resulting in high associate engagement; maintained 95% engagement -
Manager, Process ManagementCapital One Dec 2006 - Dec 2013Mclean, Va, UsCapital One via HSBC Card acquisition- Manage workforce and dialer/contact strategy processes for multiple business lines with over 2000 associates in domestic and international call centers- Develop and motivate up to 8 exempt direct reports and 30 analysts in local and remote sites across the US- Designed work flow/scheduling strategies to optimize resources and influenced site footprint- Developed and maintained BPO vendor relationships- Collaborated with vendors and technology teams to optimize dialer technology and workforce software application usage; implemented application packages to enhance reporting and operational functionality while reducing support demand
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Department ManagerHsbc Dec 2001 - Nov 2006London, GbHSBC via Household International acquisition- Responsible for customer service call center department handling general service, sales, and early collections, leading over 100 employees- Monitored and drove team, queue and site performance - Managed Operations Support/Analytic functions including schedule maintenance, internal reporting, and testing -
Unit Manager Customer CareHousehold International Sep 2000 - Dec 2001Us- Responsible for team of up to 15 direct non-exempt reports- Developed and motivated employees, also assisting with hiring and training - Monitored and drove performance in Operations, Sales and Collections
Jared Frank Skills
Jared Frank Education Details
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Southwest Minnesota State UniversityManagement And Finance
Frequently Asked Questions about Jared Frank
What company does Jared Frank work for?
Jared Frank works for Capital Services
What is Jared Frank's role at the current company?
Jared Frank's current role is Dedicated Customer Experience and Operations Leader.
What is Jared Frank's email address?
Jared Frank's email address is ja****@****one.com
What schools did Jared Frank attend?
Jared Frank attended Southwest Minnesota State University.
What skills is Jared Frank known for?
Jared Frank has skills like Management, Process Improvement, Leadership, Business Analysis, Risk Management, Business Process Improvement, Banking, Call Centers, Change Management, Customer Service, Operations Management, Strategy.
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