Marvin Franklin
Jacksonville,Fl
Summary
Experienced with managing contact center operations and leading teams to success. Utilizes strong communication and problem-solving skills to enhance customer satisfaction. Track record of implementing process improvements and driving team performance.
Overview
30
30
years of professional experience
Work History
Customer Contact Center Manager
Voya Financial
04.2022 - 04.2024
- Manage day to day operations of Customer Contact Center function
- Accountable for ensuring team and department goals are met while demonstrating knowledge and skill in a Continuous Improvement environment
- Responsible for driving employee engagement, development, and career growth
- Responsible for hiring, development and performance management of staff
- Conducts performance reviews with all staff
- Makes compensation decisions
- Accountable for ensuring team and individual compliance with all applicable regulatory requirements, securities laws and regulations, as well as Voya compliance procedures
- Lead strategic improvement initiatives
- Ensures that call queues are being actively monitored and that call responsiveness metrics are met
- Responsible for driving team and department efficiency in support of overall department budget, with overall shared accountability for department budget results
- Engages in RCPS to improve customer service and reduce demand
- Serves as back-up to Customer Center Director
- Other duties as assigned
Virtual Team Manager
Amazon
04.2016 - 12.2021
- Responsible for overall oversight of logistics customer service team
- Team focus was to give superior service to customers expecting to receive packages delivered via Amazon Logistics by providing accurate information and concessions when applicable
- Responsible for meeting/exceeding the monthly team and unit productivity, performance, and quality metrics set forth by the Senior Leadership Team
- Routinely met with Call Center Manager and Director to discuss and review contact center performance, quality, and workforce metrics
- Monitored calls daily to review procedures, accuracy and quality of information delivered
- Conducted departmental team meetings and one-on-one sessions with each agent to discuss on-going performance
- Created developmental action plans, coached and mentored agents to ensure departmental success
- Took appropriate actions to address substandard performers through corrective action
- Provided feedback, coaching and initiated disciplinary action (up to and including termination or discharge of employment) to employees, or effectively recommended such actions, to help sustain corporate metrics and improve employee performance
Customer Contact Center Supervisor
Novitas Solutions-Inc.
Jacksonville, Fl
03.2014 - 12.2015
- Responsible for meeting/exceeding the monthly team and unit productivity, performance, and quality metrics set forth by the Senior Leadership Team
- Routinely met with Call Center Manager and Director to discuss and review contact center performance, quality, and workforce metrics
- Monitored calls daily to review procedures, accuracy and quality of information delivered
- Conducted departmental team meetings and one-on-one sessions with each agent to discuss on-going performance
- Created developmental action plans, coached and mentored agents to ensure departmental success
- Took appropriate actions to address substandard performers through corrective action
- Completed administrative responsibilities such as scorecard review, coaching/development, corrective action, time sheets, attendance, etc
- Performed periodic performance reviews to determine employee eligibility for, among other things, merit increases, bonuses and promotional and transfer opportunities
- Interviewed, evaluated, hired, severed, promoted and rewarded employees and/or applicants or effectively recommend such actions
- Provided feedback, coaching and initiated disciplinary action (up to and including termination or discharge of employment) to employees, or effectively recommended such actions, to help sustain corporate metrics and improve employee performance
Call Center Supervisor
Comcast Cable
Jacksonville, Fl
11.1998 - 11.2013
- Responsible for meeting/exceeding the monthly team sales, performance, and quality metrics set forth by the Senior Leadership Team
- Ensured quality sales by developing and administering procedures and sales programs that improve the department's ability to increase sales and minimize subscriber downgrades or cancellations
- Conducted departmental team meetings and one-on-one sessions with each agent to discuss on-going performance
- Created developmental action plans, coached and mentored agents to ensure departmental success
- Took appropriate actions to address substandard performers through corrective action
- Met with the Senior Leadership Team quarterly to discuss workforce issues, budget items, and to review, adjust, create and/or implement call center performance metrics
- Routinely monitored calls to review procedures, accuracy and quality of information delivered and presented finding to Senior Leadership Team
- Complete administrative responsibilities such as scorecard review, coaching/development, corrective action, time sheets, attendance, etc
- Performed periodic performance reviews to determine employee eligibility for, among other things, merit increases, bonuses and promotional and transfer opportunities
- Interviewed, evaluated, hired, severed, promoted and rewarded employees and/or applicants or effectively recommended such actions
- Provided feedback, coaching and initiated disciplinary action (up to and including termination or discharge of employment) to employees, or effectively recommended such actions, to help sustain corporate metrics and improve employee performance
2nd Assistant Store Manager
Publix Supermarket Inc.
Jacksonville, Fl
01.1994 - 09.1997
- Worked directly with Store Manager to handle and oversee the daily operation of a multi-million dollar store
- Responsible for effective cash management and inventory control
- Responsible for meeting and maintaining sales and productivity goals as set by the District and Corporate Management teams
- Responsible for creating and maintaining work schedule for over 50 associates
- Reviewed and analyzed daily reports and forecasts to ensure proper staffing
- Conducted weekly store meetings to review new marketing strategies and introduce the upcoming week’s sales information
- Responsible for ordering and maintaining the appropriate amount of product for the grocery portion of the store to ensure adequate supply
- Responsible for identifying, interviewing, and hiring front end associates
Education
High School -
Edward H. White High School
B.A.S - Supervision and Management
Florida State College at Jacksonville
05.2017
A.A. Degree -
Florida State College at Jacksonville
12.2013
Skills
- Microsoft Word
- Excel
- PowerPoint
- Outlook
- Aspect
- Real Dash
- Verint
- Oracle
- CMS
- Cabledata
- AMDOCS
Timeline
Customer Contact Center Manager
Voya Financial
04.2022 - 04.2024
Virtual Team Manager
Amazon
04.2016 - 12.2021
Customer Contact Center Supervisor
Novitas Solutions-Inc.
03.2014 - 12.2015
Call Center Supervisor
Comcast Cable
11.1998 - 11.2013
2nd Assistant Store Manager
Publix Supermarket Inc.
01.1994 - 09.1997
High School -
Edward H. White High School
B.A.S - Supervision and Management
Florida State College at Jacksonville
A.A. Degree -
Florida State College at Jacksonville