Summary
Overview
Work History
Skills
Accomplishments
Timeline
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John Frankowski

Las Vegas,NV

Summary

Accomplished in project and program management, I spearheaded initiatives at T-Mobile and Avtex, enhancing customer experience and operational efficiency. Recognized for conflict resolution and strategic planning, my work resulted in prestigious awards like T-Mobile's PEAK Achievement. Expert in budgeting and cost control, I consistently delivered projects within financial targets, driving significant process improvements.

Overview

28
28
years of professional experience

Work History

Sr Enterprise Support Expert

T-Mobile USA, Inc
Las Vegas, NV
01.2021 - Current
  • Fostered strong relationships with cross-functional teams to deliver solutions and drive sales.
  • Collaborated with Directors, Senior Managers, and senior personnel.
  • Presented innovative ideas and processes to a varied audience.
  • Delivering customer solutions while increasing loyalty within the assigned customer base.
  • Provided customer support for over 40 accounts and maintained a revenue of $2.5MM.
  • Proactively delivered business solutions to enhance overall account health.
  • Possess extensive knowledge of T-Mobile systems and processes.
  • Provided expertise to support development of both new and current professionals.

Bus. Customer Service Representative I / II

10.2017 - 01.2021
  • Role and responsibility description available upon request

Trainer Development Program

T-Mobile
06.2019 - 09.2020
  • Conducted training sessions for call center, retail, and third-party vendor employees across various US locations.
  • Led SB TEX Conversion, Sprint Covid-19 Response, and new hire training sessions.
  • Provided management with status updates on class progress.
  • Conducted in-person and virtual training sessions for groups of 5 to 35 participants.
  • Earned an MTM Instructor Performance Rating of 6.73 out of 7.0 from over 145 survey responses.
  • Enhanced learner outcomes through consistent and strategic feedback.
  • Evaluated and presented learner competency results.
  • Maximized utilization of provided training materials, including facilitation guides.

Senior Project Coordinator

Avtex
Northbrook, IL
01.2015 - 07.2016
  • Managed projects, analyzed business needs, and planned strategies to enhance Customer Experience (CX) through Communications as a Service technologies.
  • Facilitated project kick-off meetings to establish objectives and scope.
  • Directed projects valued at up to $500k while leading teams of up to 10 associates.
  • Ensured effective collaboration among internal and external parties for budget control and issue resolution.
  • Submitted accurate weekly project time reports and timely end-of-month billing entries.

Manufacturing Analyst / Customer Service & Sales Support

Lawrence Foods
Elk Grove Village, IL
05.2014 - 01.2015
  • Performed daily tracking and analysis of manufacturing output, including total pounds produced, on-time fulfillment of scheduled production, and labor hours allocation
  • Collaborated with Senior Management, Sales/Marketing, Finance and Operations to report on daily metrics and to align interests and manage specific customer expectations
  • Processed customer sales order and sample order requests, including telephone/email communication, utilization of CRM systems, fulfillment of sample orders and inventory management

Product & Pricing Analyst

American Access Casualty Company
Downers Grove, IL
01.2008 - 01.2013
  • Created and sustained business plans for state(s), encompassing Premium plan, combined loss ratio performance, competitive landscape, competitor analysis, regulatory updates, and demographics.
  • Facilitated communication between organizational executives and state insurance authorities.
  • Gained comprehensive understanding of the company's products and market conditions in assigned states.
  • Conducted continuous evaluation of company's and competitors' pricing and premium volumes, focusing on profitability.
  • Aligned interests with Senior Management, Marketing, Underwriting, IT, and Claims to manage performance of assigned states.
  • Ensured systematic maintenance of records related to rates, rules, and form filings.

Market Analyst, National Accounts and Margin Management

OfficeMax
Downers Grove, IL
10.1996 - 12.2007
  • Managed implementation and project execution for entire customer life-cycle.
  • Defined project objectives and scope while tracking risks, assumptions, costs, and budget controls.
  • Facilitated onboarding for new and returning customers with annual contracts from $50K to $25MM.
  • Coordinated efforts of senior management across various departments to meet customer needs.
  • Maintained comprehensive financial models to capture sales data, service expenses, rebates, and additional required metrics.
  • Created targeted inside sales and support teams to meet contract compliance, service levels, and client reporting needs.
  • Leveraged data analysis to develop and implement client-specific services and processes.

Skills

  • Project/Program Management
  • Project Budgeting and Cost Control
  • Resource / Risk Management
  • Conflict resolution
  • Customer Experience
  • Process Improvement Skills
  • Tactical and strategic planning
  • Training Facilitation

Accomplishments

  • • Awarded T-Mobile PEAK Achievement – 2021, Nominee - 2024
    • Awarded T-Mobile IN Crowd – 2021
    • Awared T-Mobile Winners Circle – Q4 2023, Q1 2024

Timeline

Sr Enterprise Support Expert

T-Mobile USA, Inc
01.2021 - Current

Trainer Development Program

T-Mobile
06.2019 - 09.2020

Bus. Customer Service Representative I / II

10.2017 - 01.2021

Senior Project Coordinator

Avtex
01.2015 - 07.2016

Manufacturing Analyst / Customer Service & Sales Support

Lawrence Foods
05.2014 - 01.2015

Product & Pricing Analyst

American Access Casualty Company
01.2008 - 01.2013

Market Analyst, National Accounts and Margin Management

OfficeMax
10.1996 - 12.2007

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John Frankowski