Franklin J. Tapia
Kissimmee,FL
Summary
Dynamic, results-oriented customer experience leader with over 10 years of expertise in omni-channel customer service and contact center operations. Proven ability to build high-performing teams and implement data-driven workforce strategies that enhance customer satisfaction and drive business efficiency. Expertise in KPI optimization, strategic planning, and budget management, complemented by bilingual proficiency in English and Spanish. Known for fostering lasting employee rapport while effectively teaching new concepts and best practices, along with a strong background in cost-reduction methods and streamlining production processes.
Overview
10
10
years of professional experience
Work History
Managed Services, Customer Success Supervisor
WillScot
05.2025 - 10.2025
- Led and organized team workflows, schedules, and priorities to drive operational efficiency, performance consistency, and on-time execution.
- Supervised resource and asset utilization while ensuring compliance with industry standards, regulatory requirements, and internal quality controls.
- Drove productivity, service quality, and customer satisfaction by monitoring KPIs and leveraging data-driven insights to improve performance.
- Supported hiring, onboarding, training, and development initiatives to build a high-performing team culture focused on accountability and continuous improvement.
- Ensured accuracy and compliance across transactional order processes, system workflows, and delivery coordination to improve visibility and communication.
- Utilized Salesforce, SAP, and Microsoft Excel to analyze operational data, resolve vendor billing discrepancies, support cost-reduction efforts, and report insights to leadership.
Quality Assurance Supervisor | Customer Care Supervisor
National Restaurant Association
05.2019 - 05.2025
- Lead and optimize multi-channel customer support operations, workforce management, quality assurance and continuous process improvement for enhanced service delivery.
- Managed omni-channel support teams across voice, chat, and email, ensuring best-in-class response times and service quality.
- Reduced operational inefficiencies by 20% through AI-powered forecasting and workforce management strategies.
- Implemented AI-driven automation to enhance self-service options, reducing call volumes and increasing customer satisfaction.
- Developed & led training initiatives, improving service quality ratings by 15% and increasing employee retention.
- Elevated CSAT scores by 30% through targeted customer feedback analysis and data-driven coaching programs.
- Spearheaded implementation of AI-powered quality monitoring system, resulting in 98% productivity gains while maintaining remote workforce effectiveness.
- Orchestrated cross-functional process improvements in chat and email support channels, driving substantial increases in first-contact resolution rates.
- Architected transition to hybrid workforce model while maintaining service excellence through innovative team engagement strategies.
Financial Services Team Lead
Wyndham Destinations
10.2017 - 03.2019
- Oversaw a financial services team, optimizing workforce efficiency, compliance, and customer engagement.
- Transformed customer experience—boosted CSAT from 12% to 89% within one year through strategic service enhancements.
- Established comprehensive quality assurance protocols in financial services, driving 40% improvement in accuracy while ensuring regulatory adherence.
- Pioneered team recognition initiatives and performance monitoring systems, fostering a culture of excellence and achieving consistent audit compliance.
- Orchestrated strategic workforce scheduling optimization, balancing resource allocation with service delivery demands to reduce operational costs.
- Cultivated high-performing team environment through targeted recognition programs, leading to 18% decrease in staff turnover.
Call Center Club Operations Supervisor
Holiday Inn Club Vacations Orange Lake Resort
05.2015 - 08.2017
- Lead a team of 15 customer service representatives in a high-volume call center, improving operational KPIs and training programs.
- Increased service quality and agent performance by 22% through targeted training and structured coaching initiatives.
- Implemented data-driven workflow optimizations that reduced resolution times and enhanced customer satisfaction metrics across call center operations.
- Cultivated high-performing team culture through personalized mentoring and development programs, driving substantial improvements in staff retention.
- Redesigned training protocols and operational procedures, leading to measurable improvements in call handling efficiency and customer experience.
- Spearheaded data-driven process improvements to enhance first-call resolution rates while maintaining exceptional customer satisfaction benchmarks.
Education
Business Administration & Management
Valencia College
Kissimmee, FL01.2017
High School Diploma -
Palm Beach Gardens High School
Palm Beach Gardens, FL05-2014
Skills
Leadership & Operations:
Team Leadership, Employee Training & Coaching, Cross-Functional Collaboration
Performance & Planning:
KPI Management, Inventory & Workforce Planning, Schedule Development
Process, Quality & Safety:
Operational Excellence, Process Improvement, Quality Assurance, Safety & Compliance
Data & Customer Impact:
Excel-Based Data Analysis, Customer Service Optimization
LANGUAGES
English, Spanish.
Timeline
Managed Services, Customer Success Supervisor
WillScot
05.2025 - 10.2025
Quality Assurance Supervisor | Customer Care Supervisor
National Restaurant Association
05.2019 - 05.2025
Financial Services Team Lead
Wyndham Destinations
10.2017 - 03.2019
Call Center Club Operations Supervisor
Holiday Inn Club Vacations Orange Lake Resort
05.2015 - 08.2017
Business Administration & Management
Valencia College
High School Diploma -
Palm Beach Gardens High School
Technical & Analytical Expertise
- CRM Platforms: Salesforce and NetSuite for customer data management, reporting, and workflow optimization
- Workforce Management & Contact Center Systems: Five9, NICE, and Genesys for scheduling, performance tracking, and operational efficiency
- Data Analysis & Reporting: Advanced Microsoft Excel skills, including pivot tables, data analysis, and performance reporting