Eric Franklin
ORANGE PARK
Summary
Client services professional prepared to bring strategic vision and leadership to foster client success. Proven ability to manage and nurture client relationships while driving team performance to exceed client expectations. Recognized for reliability and adaptability in dynamic environments, with expertise in client relationship management and strategic planning.
Overview
35
35
years of professional experience
Work History
Director of Client Services
The Scarlett Group
08.2024 - Current
- Lead client service initiatives, driving customer satisfaction and ensuring service excellence across all client accounts
- Develop and implement strategies to optimize client communication and resolve issues effectively
- Collaborate cross-functionally to align client needs with business objectives and technical solutions
Director of Technical Services
The Scarlett Group
05.2022 - 08.2024
- Oversaw technical support operations, ensuring high-quality service delivery and rapid issue resolution
- Developed training programs that improved technician performance and client outcomes
- Led a team of technical experts, fostering a collaborative and solution-focused environment
Manager, Technical Support / Customer Service
The Scarlett Group
10.2018 - 05.2022
- Managed daily operations of the technical support team, enhancing response times and customer satisfaction
- Streamlined support workflows to improve efficiency and reduce incident resolution times
- Implemented customer feedback systems to enhance service offerings
Helpdesk Technician
The Scarlett Group
11.2014 - 10.2018
- Provided technical support for software, hardware, and network issues
- Delivered expert troubleshooting assistance, reducing recurring technical issues by 20%
- Developed internal documentation and best practices for the support team
Private Investigator
Tristar Investigative Services
05.2010 - 02.2013
- Conducted comprehensive investigations for corporate and private clients
- Gathered and analyzed evidence, producing detailed reports for legal proceedings
Public Relations Executive / TV & Radio Personality / Journalist / Photographer
U.S. Navy
03.1990 - 03.2010
- Led public relations campaigns and media outreach for the U.S
- Navy
- Produced content for television, radio, and print platforms
- Captured high-quality visual content to support Navy communications initiatives
Education
Associate of Science (A.S.) - Computer Network Engineer and Security
Florida Career College
Jacksonville, FL01.2014
Bachelor of Arts (B.A.) - Journalism
Almeda University
01.2005
Public Relations - TV & Radio Broadcasting, Journalism, Photography
Defense Information School (DINFOS)
01.1992
Skills
- Client Relationship Management
- Technical Support & Troubleshooting
- Team Leadership & Mentorship
- Strategic Planning & Execution
- Public Relations & Media Communications
- Investigative Research & Reporting
- IT Infrastructure Management
- Recruiting and hiring
- Brand awareness
Timeline
Director of Client Services
The Scarlett Group
08.2024 - Current
Director of Technical Services
The Scarlett Group
05.2022 - 08.2024
Manager, Technical Support / Customer Service
The Scarlett Group
10.2018 - 05.2022
Helpdesk Technician
The Scarlett Group
11.2014 - 10.2018
Private Investigator
Tristar Investigative Services
05.2010 - 02.2013
Public Relations Executive / TV & Radio Personality / Journalist / Photographer
U.S. Navy
03.1990 - 03.2010
Bachelor of Arts (B.A.) - Journalism
Almeda University
Public Relations - TV & Radio Broadcasting, Journalism, Photography
Defense Information School (DINFOS)
Associate of Science (A.S.) - Computer Network Engineer and Security
Florida Career College
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