Robert Frankle Email & Phone Number

Los Angeles, California, United States

* Drove continuous product improvement in an agile environment focused on operations, reporting, and product strategy* Collaborated with partners and stakeholders including technology, client success, legal/compliance and senior management, resulting in enhancing product performance* Utilized a range of tools and methodologies including A/B testing, user research, web and product analysis, journey mapping and competitor analysis to deliver significant product improvements*

Greater Los Angeles Area

* Spearheaded the digital transformation of online banking into a modern platform, which increased customer satisfaction scores by 67% and grew logins to over 10.8M/month* Drove the process to develop requirements for all digital channel products across all platforms, including web, mobile iOS and Android applications, ensuring accuracy and on-time delivery* Implemented standards and procedures for the creation, review, and approval of product requirements, reducing audit findings by 80% and digital project delivery time by 25% * Conducted user acceptance testing, training, and release support while keeping cross-functional teams aligned on project plans and goals * Researched and resolved customer issues by effectively communicating with cross-functional teams * Collaborated with legal & compliance teams to ensure all digital projects adhered to governance framework* Converted to Fiserv Bill Payment / eBills, resulting in 32% increase in bill pay adoption* Created formal ADA compliance program, leading to digital projects reaching WCAG AA product standards* Led the process of integrating UI/UX best practices, testing tools, and customer feedback into product development to improve usability, which increased customer satisfaction scores * Reduced customer service calls by 30k/month by enhancing the digital banking enrollment and forgot user ID/password features* Implemented remote deposit capture, which grew to account for 27% of checks deposited with the bank* Converted credit card portfolio vendor, which resulted in portfolio growth of 46%

Greater Los Angeles Area

* Led the process to identify gaps to migrate from Countrywide Bank to Bank of America system* Conducted user acceptance testing to understand customer issues between 2 portfolios * Spearheaded end-to-end management of Internet Banking enhancements, monthly releases, bug fixes, compliance reviews, and project planning, while overseeing a team of 5 project managers & business analysts* Delivered customer-facing features, including the capability of allowing customers to view account statements and tax forms online* Developed Electronic Funding of CDs via ACH online transfer, resulting in increased Bank CD funding rate by 15%* Created a framework to enable online customer self-service modules (CD Renewal, Check Reordering, etc), effectively implementing a workflow process to manage customer requests, resulting in successfully moving 12k calls per month to online services * Implemented an additional layer of security to Internet banking, requiring customer identification verification using online ID verification technology * Generated reports for senior management and 15+ business analysts, focused on day-to-day operations and data tracking, developing 100+ report templates * Used advanced features of SQL Server (table partitioning, Analytics and Cubes), stored procedures, SQL, DTS and Excel to implement the reporting system; stored daily snapshots of retail portfolio and supported standard daily and monthly reporting including ad hoc queries

Moorpark, Ca

* Developed features for core banking applications and conducted performance analysis to enhance reliability* Improved database performance & configurations by optimizing SQL statements & creating indexes* Implemented a performance test bench to evaluate application changes and detach issues prior to customer delivery

Greater Los Angeles Area

* Managed a team of six developers, testers and analysts* Technical lead for the design, development and maintenance of the software frameworks to support internal development tools and products for clients

Greater Los Angeles Area

* Designed and developed technical features for Internet based products* Generated technical specifications; led development projects; consulted with and reviewed projects for other software groups.Major Projects (Architect / Technical Lead): - Internet Banking / Online Bill Payment - Design and development of the highly flexible, expandable and robust application framework which Internet Banking is built upon - Development of an advanced templating engine to allow the look and feel of this product to be customized and seamlessly integrate into client web sites without code changes - Multiple language support was integrated into the design; deployed in English, Spanish and Chinese - Currently supports over ten million end users and 80% of the code developed during this project is still in production today, making up the core of Internet Banking over 8 years after it was originally deployed by my team of developers - Implemented advanced features for managing and scheduling electronic payments and bill presentment - Implemented to interface with multiple payment vendors, including CheckFree and Metavante.

Master Of Science - Ms, Computer Science

Bachelor Of Science - Bs, Computer Science