Robert Frank Email & Phone Number

Mansfield, Tx, Us

Texas, United States

Position includes leading a team of Product Managers who primarily perform intake for GHRS and COMP organizations within HR. We also support other orgs such as Raindrops, Employee Experience, Benefits, etc. I also lead a group of UI/UX and SharePoint technologists who primarily work on the Service Now platform. I am fully certified in SafeAgile and am currently leading our org thru the transformation of Waterfall software development to Agile software development.

Texas, United States

Guide team of designers to develop instructional design skills, maximize shareable content, as well as manage multiple redesigns of new hire curriculum/incumbent content for Mobility Centers. Collaborates with client leadership, TU performance consultants and TU delivery teams to execute client initiatives in training. Led charge for train at home content during pandemic. Incorporated gamified call drivers, virtual instructors, social learning platforms, independent study modules, etc.

Texas, United States

Responsibilities included understanding competencies, collaborating on strategic initiatives, understanding key performance indicators, identifying performance gaps, forecasting training needs on a 3,6,9 and 12-month basis as well as developing training plans to improve performance. Liaison between client leadership and TU operations. Primarily focused on compiling and interpreting data relative to designed content.

Texas, United States

Position included scheduling logistics, real time adherence management, call routing, multiple center forecasting, vacation coding, payroll, attendance, technical functions, maintenance of statistical databases, etc.

Integral part of the New York City Empire Launch project...Developed initial score breaks, collection paths, international roaming guidelines, etc. Traveled extensively with local director in tandem w/ CS peers to NYC/NJ/ATL in an effort to ensure project launched seamlessly and to provide updates to assorted leadership groups. Also managed P1's in the areas of Bilingual, Payroll, Attendance, Reports, and Resource.

Facilitated ID requests for entire WFCC. E-talk admin who created, developed, and managed quality assurance (QA) team of 9 managers in WF. Presented cradle to grave WF QA development at 1st ever QA summit in Farmers Branch. Developed an online training calendar, coordinated all WF training classes, and managed training department. Recognized in Sept 01' Article in Cingular Circuit for aforementioned

Performed call qualities, checked daily log in/ log out reports, monitored accessibility reports, completed temp to hire evaluations, assisted the floor, took escalated calls, and all other manager functions.

Trained RM Policies and Procedures to new hire representatives. Revamped and developed new RM training curriculum for Dallas Call Center.

Performed inbound/outbound collection calls for the central region . Achieved 1st place in Q4 contest by producing highest total dollars collected/highest total dollars per hour collected. Received Employee of the Quarter (Q1) 2000.

Mba, Business Administration

Ba, Education

Activities and Societies: Baseball;Presidents List;Student Teaching