Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Work Preference
Software
Timeline
Hi, I’m

LaTasha Franklin

Senior Operations Manager
Rowlett,TX
LaTasha Franklin

Summary

Results-focused Senior Manager with over 15 years background experience in business operations and administration. Experienced with complex data analysis, strategic planning and operational management. Known for strong collaboration skills and adaptability in fast-paced environments. Consistently delivers results through teamwork and solutions-focused approach. Experienced Utilizes strong communication and organizational skills to enhance productivity and streamline workflows. Knowledge of financial oversight and resource allocation to sustain company growth.

Overview

15

Years of Operations and Business Administration

10

Life and Health

20

Stakeholder Engagement

Work History

Telus Digital

Senior Analyst - Global Learning & Development
06.2016 - 05.2025

Job overview

  • Designed benefit suite lesson plans, instructional materials and written practice tests for Client Upskilling and Annual Enrollment training courses.
  • Developed and executed over 80% of the performance management programs to increase employee engagement and productivity by 45%.
  • Used Articulate and Camtasia to design virtual onboarding training and increased company retention and productivity rates by 52%.
  • Conducted quarterly analysis assessments using Power BI to identify gaps in performance processes, that targeted 30% of client service level solutions.
  • Facilitated over 60+ virtual, in-person and blended learning sessions.
  • Inherited trainings team from US and Canada with 60% below average scores facilitation, lesson execution and customer engagement and increased the team's performance by 52% in less than 6months.
  • Conducted annual performance reviews, onboarding organization platform and payroll tasks using the Workday system.
  • Established strong relationships with external partners and other leadership to spearhead 40+ projects relevant to the HR industry in healthcare specific trainings on a regular basis.
  • Piloted 55% of the Sensei mentorship programs that paired junior staff with experienced professionals, and the learning services team, which accelerated over 32% of skill acquisition of professional growth.
  • Streamlined 50-60% of the training logistics, contingencies and resource allocations for health and pension stakeholders, implementing optimizing scheduling and delivery of training sessions using Microsoft Office Suite and Power-Bi system.
  • Traveled over 70% across the region for facilitation trainings, new business and mentorship programs.

Mercer

Call Center Team Leader
09.2014 - 06.2016

Job overview

  • Collaborated quarterly with other departments to resolve complex customer issues that targeted 48% of processing of benefits and client satisfaction.
  • Partnered with quality analyst and client management on strategic initiatives aimed at enhancing 64% of business effectiveness through improved customer engagement soft skills and continuing education on procedural performance.
  • Maintained accurate record keeping of team metrics, performance data, phone utilization and navigation insights to drive continuous improvement efforts across the call center operation.
  • Reduced employee turnover rates by 46% in 6 months through effective coaching techniques and ongoing support for team member success.
  • Participated in brainstorming sessions, providing feedback and executing new tactics to improve campaign and agent performance.
  • Ensured compliance with company policies and industry regulations through diligent oversight of daily call center operations.

J.P. Morgan Chase Bank

Financial Services Consultant
08.2011 - 10.2013

Job overview

  • Built and deepened productive relationships with new and existing prospective that increased financial growth by 36% in 3 months within the first year.
  • Targeted high depository accounts at senior and executive levels for future initiatives in investments and businesses.
  • Traveled 40% to various branches educating team members on retirement planning, college savings strategies, estate planning considerations to build client engagements.
  • Evaluated client risk profiles using an advanced software tool called Maestro and Excel to identify financial trends or discrepancies.
  • Supported businesses setting up joint ventures with investors in annuities, or Roth IRA's.

Wells Fargo Bank

Mortgage Loan Funder
03.2008 - 11.2010

Job overview

  • Streamlined communication channels between internal departments, resulting in 60% faster resolution times for escalated concerns related to mortgage fundings.
  • Facilitated over 80% transactions between borrowers, lenders, and third parties by effectively communicating requirements throughout the process.
  • Contributed to meeting departmental goals by consistently exceeding individual performance metrics by 20% in mortgage loan fundings.
  • Reduced funding errors in 37% of loan packages through quality control measures of credit analysis, financial history and state regulations lending practices, ensuring ongoing compliance throughout the funding process.


Education

Letourneau University
Longview, TX

No Degree from Business Management Administration
09-2027

University Overview

  • Professional Development: Business Operations and Administration
  • 3.5 GPA
  • Professional Development: Statistical Data
  • 3.0 GPA

Computer Learning Center
Hurst, TX

Associates from Computer Science
07-2002

University Overview

  • Professional Development: A+ Certification
  • 3.5 GPA

Skills

  • Platforms: Workday, HRIS, Maestro, Salesforce, Ariel, AWS
  • Applications: Microsoft Office Suite, G-Suite, Teams, Power Bi
  • LMS Tools: Percipio, Salesforce, SmarterU, Articulate 360, Audacity,
  • Onboarding strategies
  • Learning analytics
  • Cross-cultural communication
  • Career development
  • Workforce planning
  • Needs assessment
  • Curriculum development
  • Project management
  • Business administration
  • Database management
  • Employee engagement
  • Problem-solving
  • Attention to detail
  • Critical thinking
  • Organizational skills
  • Leadership development
  • Coaching and development

Certification

Life, Accident and Health

Availability
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thursday
friday
saturday
sunday
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afternoon
evening
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Work Preference

Work Type

Full TimeContract Work

Work Location

HybridRemoteOn-Site

Important To Me

Work-life balanceHealthcare benefitsPaid time offCareer advancementPaid sick leavePersonal development programs

Software

G-Suite Tools

Power Point

Excel

Word

AWS

Power Bi

Adobe

Teams

OneNote

Timeline

Senior Analyst - Global Learning & Development
Telus Digital
06.2016 - 05.2025
Call Center Team Leader
Mercer
09.2014 - 06.2016
Financial Services Consultant
J.P. Morgan Chase Bank
08.2011 - 10.2013
Mortgage Loan Funder
Wells Fargo Bank
03.2008 - 11.2010
Letourneau University
No Degree from Business Management Administration
Computer Learning Center
Associates from Computer Science

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