Years of contact center experience
Frankie Saucier
Contact Center Strategy and Leadership
Buford,GA
Summary
A proactive and highly qualified management professional with extensive experience designing strategic plans for the customer experience process, policies, and procedures for large call center operations and managing contact center leadership. Possess the reputation of a creative leader able to develop thoughtful strategies that provide valuable content to customers. Known as a positive leader who strives for an environment of inclusive and productive collaboration. QUALIFICATIONS SUMMARY Possess 20+ years of experience in leading call/contact center operations. Design and communicate business cases for new projects and strategies to business audiences. Professional background includes 12+ years in product management supporting contact center technology. Technical expertise includes Kana, LivePerson, Radian6, Salesforce, Social Studio, Sprinklr, and Verint/Telligent.
Overview
25
25
14
14
Years of telecom experience
5
5
Years of retail vertical experience
2
2
Years of consulting experience
Work History
Senior Manager
The Home Depot
06.2018 - 06.2023
- Successfully created and launched a new 60-person team of customer care associates with 6 managers to reply to escalated customer complaints and inquiries over phone, email, SMS, and social media channels to include
- Facebook, Twitter, Pinterest
- I pitched the escalations program, selected appropriate software, designed the response strategy, job descriptions, hiring tests, wrote and delivered initial training classes to train the trainers, designed and tweaked staffing requirements based on volume projections, and wrote and adjusted key performance indicators to measure success for the program and the staff
- I monitored, coached and managed managers and trained them on how to do the same for, supervisors and front line associates
- In my 5 years with
- The Home Depot we were able to answer millions of customer queries that had previously gone unanswered and once we established a baseline cost per interaction I was able to launch technology and process updates to reduce that cost per transaction by 35%, making the escalations channel one of the most competitive
- Systems used included Sprinklr, Salesforce, Social Studio, Medalia, PowerPoint, Teams, among others.Inaugurated a 60- member customer digital care team to handle 1M+ posts to promote Home Depot products and services
- Respond to customer comments and complaints on various social media channels, email, Yelp, and similar venues to ensure seamless and frictionless interaction for customers
- Generated $300K in savings by combining data to present clear views of information, and reduced the time required for Home Depot employees to respond to client concerns and questions
- Successfully negotiated a decrease in per-seat costs and established a cap on annual interest rates.
Founder/Principal
MorningBrooke Digital Consultancy
08.2016 - 06.2018
- Traveled internationally to interact with potential clients and evaluate business goals and concerns
- Consulted with clients and educated technology companies on brand requirements and developed journey maps to implement both short-term and long-range improvements to all facets of the customer journey
- Researched and developed new features or significant improvements as a consultant for tech companies
- Prepared and submitted labor requirements predictions, calculated ROI based on various conditions, and conducted workforce management tracking
- Designed and presented roadmaps to idealize the future of digital customer support to clients that were tailored to answer specific concerns and goals.
Senior Manager of Customer Care
Cox Communications
07.2011 - 08.2016
- Served as the acting product manager for the Radian6 social media technology platform, the Telligent community management platform, and Telligent web chat software
- Oversaw all aspects of operations for all three systems
- Areas of responsibility included benchmarks, business requirements, contract negotiations, RFP, technology implementation, troubleshooting, user acceptance testing, user feedback acquisition, and implementing improvements and upgrades
- Advocated and led the transition of operations from a fragmented social media model to a single center of excellence (COE) setting for social care
- This concept maximized staffing and operational efficiencies, enabled quality control initiatives, and allowed scalable growth support
- The company was recognized by Socialbakers, a global AI-powered social media marketing company, as the most socially responsive brand in the US for three consecutive quarters in 2013
- Generated $40M savings 0in customer chat operations by expanding the chat program from 300K actions annually with a 15-minute wait time to a peak of 1M actions with instant availability
- Identified $10M in project social media operations savings by shifting 10% of the call center volume to digital operations by 2020 to reduce costs while maintaining excellence standards
Education
Bachelor of Arts - Mass Communications/Public Relations, Business Administration
University of Central Oklahoma
Skills
- Strategic Planning
- Staff Management
- Process Improvements
- Project Management
- Contract Negotiation
- Financial Management
- Salesforce Expertise
- KPI Tracking
- Customer Service Management
- Department Oversight
- Performance Improvement
- Data Analysis
- Operations Management
Affiliations
- CX Accelerators
- SocialMedia.Org
- Atlanta Social Media Women
- Sprinklr Customer Advisory Board
- Pathbuilders of Atlanta Mentor
Certification
- Six Sigma Green Belt
Timeline
Senior Manager
The Home Depot
06.2018 - 06.2023
Founder/Principal
MorningBrooke Digital Consultancy
08.2016 - 06.2018
Senior Manager of Customer Care
Cox Communications
07.2011 - 08.2016
Bachelor of Arts - Mass Communications/Public Relations, Business Administration
University of Central Oklahoma
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