Customer Service Management

Frank Carver Woods, Jr.

Lawrenceville, GA ***** 678-***-****

**********@*****.***

www.linkedin.com/in/frank-woods-33201543/

BUSINESS OPERATIONS MANAGEMENT EXECUTIVE

Results-oriented executive focused on driving operational, financial and business effectiveness

Accomplished, multi-faceted Management Professional with extensive experience in business operations, team building and training, general management, administration, financial management, sales, process optimization, project management, customer service and client relations. Advanced leadership skills with success managing groups to achieve goals and working to bridge the gap between organizational objectives and operational capabilities. Productive contributor to strategic projects, with the ability to successfully deliver multiple concurrent projects under tight deadlines and budget parameters.

Areas of Expertise

Operations Management

Strategic Planning

P&L Management

Resource Management

Procedure Development

Project Management

Sales Management

Training and Development

Performance Management

Client Relations

Customer Service

Goal Attainment

Professional Experience

Fusion/Birch Communications, Atlanta, GA

Manager - Fraud and Abuse Dept, 2016 - Present

Spearhead team of Fraud and Abuse Analysts, with responsibility for driving attainment of company performance targets. Effectively handle escalated customer issues to ensure timely resolution and ongoing customer satisfaction. Play key role in initiatives to improve operational and procedural efficiencies, including provision of project management, cost and system analysis. Deliver employee training and allocate sufficient resources to support completion of assigned tasks.

Implemented policies and procedures that reduced overall departmental losses by 48%.

Introduced reporting now adopted as company standard.

Wipro, Atlanta, GA

Corporate Trainer, 2015 - 2016

Led training throughout department in addition to managing diverse projects and participating in system testing, training and support. Served as primary point of contact for reporting, vendor relations, payroll and efficiency analysis functions.

Successfully created and implemented departmental reporting adopted as company standard.

Served as primary training liaison for successful United Healthcare project.

Severity Motorsports Inc., Duluth, GA

Chief Executive Officer, 2013 - 2015

Oversaw all business and operational aspects of successful pre-owned vehicle automobile dealership, with responsibility for management of sales and finance staff, training, payroll, customer satisfaction and marketing. Handled licensing and legal matters, fixed operations expenses, bookkeeping, lending institution relationships and market analysis.

Succeeded in managing business to $300K profit.

Implemented strategy to ensure inventory was sold within three day period.

Verizon Wireless, Alpharetta, GA

Associate Director of Resource Management - National Fraud Governance and Operations, 2012 - 2013

Directed and scheduled operations and projects for 180 employees at multiple centers. Oversaw workload, center operations and forecasted patterns in multiple centers for over 180 employees. Led development of resource management processes and offline scheduling of all pre-planned activities, while reporting ongoing operational status to executive-level management. Adapted schedules for coverage or planning events utilizing trending data of call patterns. Managed vendor staffing and workload.

Created and implemented models and provided recommendations to optimize call center resources.

Verizon Wireless, Alpharetta, GA

Associate Director - National Fraud Governance and Operations, 2009 - 2012

Supervised activities of 86 employees, with responsibility for optimizing and maintaining exemplary performance in compliance with departmental budget and company guidelines. Formulated operational strategies to drive attainment of performance and financial objectives. Served as primary point of contact for identity fraud and network fraud operations, while coordinating closely with various vendors and departments. Recruited, trained and motivated employees.

Implemented strategies that contributed to 70% decrease in overall fraud losses.

Verizon Wireless, Alpharetta, GA

South Area Identity Fraud Supervisor, 2007 - 2009

Supervised team of 16 Identity Fraud Coordinators in consistently meeting departmental performance targets. Served as primary point of contact for escalated customer issues, with additional responsibility for project management, resource management, quality and training functions.

Implemented Walk-A-Mile program to assist department personnel with career development.

Analyzed and identified key performance indicators to decrease overall identity fraud losses.

Successfully implemented strategies that resulted in cycle time reduction of 30%.

Verizon Wireless, Atlanta, GA

Fraud Operations Support Analyst, 2002 - 2007

Successfully fulfilled simultaneous roles of department trainer and project leader, in addition to serving as primary point of contact for all billing system conversions and UAT testing issues, investigations, reporting, conference calls and identifying methods to reduce losses on fraudulent credit card transactions. Prepared weekly reports, performed statistical analysis and identified key performance indicators to decrease overall Cloning Fraud losses. Provided various updates and liaised closely with Fraud and Tax Exempt departments.

Increased detection efficiency, reduced fraud losses by 12% through analysis of systems and reporting.

Verizon Wireless, Atlanta, GA

Fraud Coordinator, 2000 - 2002

Coordinated closely with Southwestern Bell during Texas, Ohio and Northern California market acquisitions. Provided training and mentoring to 60 employees and primary point of contact for escalated customer issues.

Successfully detected fraudulent activity on average of 3,900 cellular accounts monthly, resulting in cost saving of over $125K.

Education

B.S, Global Business Management, 2006

Concordia University

Training & Development

Oracle 8i Database Administrator and MS A+ Certifications, Mercer University ICTS

Certified Draftsmen - Chattanooga State College

Certified Trainer - The Langevin Center

Franklin Covey Presentation Advantage Course

Franklin Covey Business Writing Advantage Course

Systementation Project Management Course

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