Sean Franklin Email & Phone Number

West Hollywood, CA

Vice President, Stakeholder Engagement Center - works to create expanded contracting and development opportunities for Certified LGBT Business Enterprises (LGBTBE) through events, business to business connections and improved technologies that link LGBTBEs and NGLCC stakeholders

Beverly Hills, CA

Travel Advisor focusing on corporate, leisure and entertainment travel. Associated with multiple Travel Consortiums to help with additional hotel, airline and excursion amenities.

Greater New York City Area

Socio is a creative, communications, and customer experience agency shaping the way companies do business.Creative I Communications I Customer ExperienceWe connect people, build relationships, and uncover opportunities for global corporations and government agencies to do business with certified minority-owned companies and small and medium-sized.

New York, New York

• Directs the agency’s account and execution teams, and focuses on client service and growth of the agency’s key accounts and new client business through agency leadership, client relations and brand marketing.
• Strategically implement processes as part of the agency’s leadership team to define agency vision and build a long-term strategy to achieve it.
• Provides day-to-day oversight of the agency’s Account and Execution teams which include offering senior leadership for key agency accounts, anticipating needs of clients, focusing goals and setting clear expectations.
• Defines and implements client service practices and protocols, and coordinating with other company leaders to ensure client service remains best-in-class.
• Serves as a mentor within the agency and ensuring professional development of employees.
• Actively involved in fee negotiation and agency resource management, in conjunction with the agency’s leadership team.

• Assisted Retail Store Manager with day to day operations of Retail store including leading a team of sales associates which increased performance and meeting and exceeding sales and store goals.
• Increased sales team’s individual and team goals by 30% through side by side sales as well as through coaching opportunities
• Partnered with Retail Store Manger to help recruit, develop, motivate and manage a high performing team
• Created an environment for discovery in the retail store that spark new ideas for using mobile communications
• Cultivated long term customer relationships and loyalty which keeps the store as a leader within the market for monthly sales

• Trained associates at National Retail Chains such as Wal-Mart, Car Toys, Target and Best Buy on T-Mobile Products and Services
• Conducted daily site/sales visits with Retail Partner locations providing support and training which increased sales by 60%
• Increased productivity through side-by-side selling and coaching with store associates and managers
• Devised methods to successfully increase both store and T-Mobile revenue with new and existing customers by 25%
• Improved morale through positive business relationships which assisted with decrease in employee turnover

• Managed, coached and developed a team of 16 Tier 3 technical care representatives who troubleshot and resolved customer issues
• Improved employee performance by 40% with implementation of team challenges and creating monthly goals for achievement
• Built productive relationships with all levels of leadership and support teams during weekly meetings and as a result increased team performance and call center ranking within the company
• Devised methods to reduce call resolution time and as a result dropped call length by 120 seconds
• Provided timely feedback to the management team on customer trends, issues and needs which increased the call center’s productivities

• Lead facilitator for eight-week new hire Tier II and Tier III technical support agents to gain their commitment for flawless execution of the company’s vision, values and initiatives
• Developed strategies to deliver lessons in an efficient and productive manner which produced top performing agents within the technical care organization
• Conducted effective coach and developing sessions with agents to identify root causes behaviors which improved quality assurance
• Delivered outstanding training which assisted the company to receive 6 JD Power & Associate Awards consecutively for Customer Service

• Oversaw requirement gathering to improve existing and create new ordering and provisioning processes for multi-group organizations
• Wrote methods and procedures that automated a manual ordering and provisioning process for data services resulting in a decrease in the ordering intervals in half from 4 weeks to 2 weeks
• Worked closely with the IT department with system issues that caused an order not to complete; as result, increased revenue by 20% within 3 months
• Created methods and procedures to support sales and customer service representatives with system and process issues
• Developed and compiled compensation reports for sales resulting in timely and efficient pay outs
• Established processes with billing team to reduce billing issues so that customers received an accurate bill within a timely manner

• Developed methods and procedures for Field Operations on both voice and data products to improved process flows for operational tools and systems
• Created Business Requirements for numerous new product launches which included assisting IT with system enhancements and updates; improved productivity by 60%
• Supported various organizations, including IT, Sales, and Field Operations on a weekly basis to develop and/or enhance end to end processes for new products and vendors

• Researched, planned, and coordinated product and tool training sessions for sales engineers, operations managers, and technicians
• Documented and revised methods and procedures for new and existing products for multiple products and job functions which increased productivity by 25%
• Assisted technicians and engineers with preparation for technical certifications (i.e. CISCO and NORTEL) which significantly improved the company’s IT initiatives

• Assisted in streamlining ordering and provisioning processes across all Local Exchange Carriers in the telecom industry for local telephone services and phone directories
• Researched, developed and designed Process Flows which decreased the ordering and provisioning time frame for local service by 25%
• Managed ordering and preordering processes for the Incumbent Local Exchange Carriers (ILEC)
• Prepared systems and business requirements for various ILEC forms for billing and ordering purposes which ensured the company met industry standards

• Lead instructor for an eight-week new hire customer service class that included Basic Telephony, how to provide excellent customer service, product knowledge, and systems and tool functionalities
• Assisted Product Managers and course developers with developing various voice and data products training courses
• Provided consultation and recommendations to management on various levels to determine training needs for associates
• Managed a team including coaching and counseling, attendance tracking, career development and corrective action
• Consulted and monitored associates to ensure application skills are utilized; KASET certified

• Provided support for customer base of National and Major Accounts (defined as customers who bill from $10,000 to $50,000 monthly) with both switched and dedicated services
• Served as Data Specialist, which entailed resolving customer issues relating to data products and services reducing customer churn by 20%
• Conducted data invoice review with customers; maintained knowledge of data systems
• Provided results-oriented, proactive, and efficient service to customers, thereby ensuring customer satisfaction and increased revenues
• Accompanied on customer on-site visits for service reviews, billing reviews and provisioning issues

• Provided service and assistance to customers whose monthly bill ranged from $1,000 to $5,000
• Maintained a customer base of more than 300 accounts billed monthly for revenue in excess of $500,000
• Performed as Supervisor-in-Charge and as facilitator for weekly team briefings

Bachelor Business Administration, General Business

Activities and Societies: Alpha Kappa Psi Professional Business Fraternity, Board Member - University Center Programs, Orientation Assistant

Bachelor'S Degree, Business Administration And Management, General