Beth Franks
Naples,Florida
Summary
Experienced Operations Finance Manager demonstrating strong leadership and operational proficiencies. Recognized for tackling difficult projects with extremely successful outcomes. Exceptionally skilled at building high achieving individual and cross-functional teams with a proven ability to improve operations by conducting comprehensive assessments of internal processes to identify inefficiencies and waste while prioritizing improvements based on impact.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Operations Finance Manager
Comcast
Virtual/Remote Team and Marietta, GA
01.2017 - 01.2022
- Selected from a competitive group of candidates to become the Operations Finance Manager for the largest Division in the company, supporting the Technical Operations Departments across 13 states. Managed and led projects to keep proprietary software database updated and in compliance with national contracts and SOWs.
- Responsible for a shared services team of 16 analysts and one supervisor to audit and create invoices for payment, totaling over $18M annually, for contractor business partners/vendors. Responsibilities include recruiting, continual training, goal and KPI setting, conducting quarterly employee team-building sessions and quarterly/annual reviews.
- Originally supported eight states and inherited the remaining five when the team was re-organized. Achievements include increasing productivity by more than 40% with a 20% decrease to headcount, streamlining processing time by 25-50%, thus saving over $1M in the first year.
Technical Support Manager
Comcast
Marietta, GA
01.2010 - 01.2017
- Managed three departments with over 40 team members across multiple states, including the Regional Technical Fulfilment Invoicing team, a Regional Call Center and a Courtesy Services team.
- Collaborated with Application Development and other cross-functional stakeholders to design, test and launch a new system to request complimentary (non-employee) service accounts. The goal was to reduce errors and improve order completion time by more than 50%. Not only did the new application exceed these goals, the customer experience and the Courtesy Services team morale improved. The success and streamlining of this process additionally drove a new, improved employee application to be created for ordering and managing complimentary services. This was initially launched in Atlanta and then offered enterprise wide.
- Documented and streamlined processes to ensure consistent work output with improved timelines, accuracy and customer experience in all departments managed. Additional responsibilities included all team hiring, training and coaching, setting goals/KPIs and team building. Met with team members for quarterly and annual reviews as well.
Administrative Support Manager
Comcast
Marietta, GA
01.2005 - 01.2010
- Managed a Regional Technical Fulfilment Invoicing team that grew from 7 to 49 members, across multiple cities and states. Documented and trained the team on processes so all locations were consistent. Additionally tasked with project to condense team and locations and incorporate workload to remaining team members.
- Designed process to eliminate customer escalation phone calls about returned equipment (box/modem) charges. A drastic and immediate regional customer experience improvement led to the process being automated and launched enterprise wide.
- Led initiative and managed year-long project to clean up customer database of 20,000 old, pending orders. This project increased revenue as well as established processes so this problem would not repeat itself.
Education
High School Diploma -
Antioch Community High Schoool
Antioch, ILSkills
- Lean Six Sigma Green Belt
- Process Improvement
- Project Management
- Internal controls
- Drive Strategic Initiatives
- Motivation
- Operational Support
- Workforce Management
- Reporting Development
- People Leader
- Team Building
- Data Driven
- Creative Problem-Solving
- Process Documentation
- Customer satisfaction
- Budget forecasting
Accomplishments
- Election Precinct Assistant Manager
- Cherokee County, Georgia Board of Elections
Certification
- Lean Six Sigma Green Belt
- Georgia Notary Public 1990 – 2021
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Operations Finance Manager
Comcast
01.2017 - 01.2022
Technical Support Manager
Comcast
01.2010 - 01.2017
Administrative Support Manager
Comcast
01.2005 - 01.2010
High School Diploma -
Antioch Community High Schoool