Frank G. Goldman

Ephrata, PA ***** 717-***-****

ad0mvo@r.postjobfree.com li n kedin.com/in/frankgoldman Service Leader with Extensive Operations and Data Expertise Accomplished leader of both large and small teams with senior level experience in professional services, program management, implementation and training, operations management, offshoring, data analysis, and CRM systems. Extensive customer facing experience during SaaS implementations, technical sales support, and leading multiple customer-facing service teams. Adept with Microsoft (MS) Power BI and Excel analysis, creating dashboards and reports and performing as administrator of the Power BI service. Worked closely with MS PowerApps creators. Zendesk administrator knowledge through implementation of two large rollouts and familiarity with Salesforce. Leader of a large operations team and experience with leveraging offshore operations to reduce the cost of onshore workforce. Core competencies include: Strategic Planning Leadership Team Building Cross-Functional Collaboration Relationship Building Product Rollouts Implementation and Training Technical Sales Operations and Service Data Analysis Business Intelligence Reporting and Presentation Outsource Microsoft Power BI Microsoft Excel and Power Query Zendesk Salesforce Microsoft Office Professional Experience

Donnelley Financial Solutions, Lancaster, PA September 1997 to June 2023 Director, Strategic Services (2016 to 2023)

Led the development and support of multiple business needs freeing team leaders and managers to focus on the customer

● Identified and championed MS Power BI as the business intelligence tool for the company and led a multi-pronged effort to roll out the product, knowledge, and support of MS Power BI. Led a two person team dedicated to MS Power BI reporting who created over 100 reports and dashboards and automated the data capture and update of reports. Allowed the organization to transition from being heavily dependent on Excel and emails to using centralized dashboards and reduced time spent maintaining reports by over 50%.

● Developed weekly OT reporting that highlighted departments/individuals incurring excessive OT. Use of the report led to reduced OT by 25%.

● Supported two major Zendesk rollouts as an administrator and trainer. Trained 200 CSRs in 35 separate training sessions. Achieved significant improvement in reduced missed call legs, and reduced client complaints about missed phone calls to nearly zero.

● Provided ad hoc analysis using Excel and the Power Query feature for complex data analysis scenarios and presented findings to senior leadership. One analysis included a comprehensive look at cycle activities by CSRs and indexed that activity based on prior years to determine equivalent workload. Found that even though cycle activity was down, workload was up compared to previous years due to changing market and regulatory requirements. Led to better scrutinization of necessary staffing levels. Frequently produced forecasts that were within 5% of actual.

● Pioneered the migration of order forms onto MS PowerApps and incorporated centralized dashboards, increasing the efficiency of the service team and reducing the cost of using an older, antiquated system. Supported 36K transactions in a one year period, estimated savings of 9K hours per year.

● Spearheaded major initiative to analyze the business SaaS solution to understand how it could be used in different product lines. Personally presented findings, analysis, and recommendations leading to multi-million dollar savings to the Board of Directors.

Frank G. Goldman Page 2

Director, Service Teams; Implementation Architect; Technical Sales and Training ( 2013 to 2016) Led multiple customer facing service teams including Product Support, SEC Financials Reporting assistance, and Document Solutions team in support of B2B SaaS solution. Performed as Implementation Architect with numerous technical sales calls.

● Implemented metrics for the product support team to understand call volumes and case durations. Identified the need for a better phone system which upon implementation, reduced missed calls by 15% and allowed for better identification of peak periods for appropriate staffing levels.

● Ideated, created and implemented the Document Solutions team as a result of client feedback. The team was created because many clients needed to improve their proficiency in using Word and Excel as part of the SaaS offering. The team worked directly with clients and through its efforts reduced client errors by an estimated 25% and Net Promoter Scores (NPS) increased from less than 50 to over 75.

● Assigned to clients as an implementation architect. Collected needs, proficiency, and document requirements and then planned for successful implementation on the SaaS solution. Trained clients on the solution and followed up on continuing needs and training requirements. Over 20 successful implementations with over $2M of revenue.

● Traveled multiple times to support sales as an SME during sales calls. Provided technical explanations and capabilities and demonstrated the product to clients. Converted several large accounts to our SaaS offering.

● Identified as a top-notch trainer and requested to support several training sessions across the country for specialized in-person training events. Helped increase NPS ratings for these clients from less than 30 to over 50. Department Manager; Outsourcing Solutions Manager; Supervisor; Production Coordinator (1997 to 2013) Managed and led a typesetting operation including 125 people, 24/7/365, across two offices

● Implemented lean six sigma initiatives including triage, pull queues, one piece flow methodologies, targeted quality methods, and service recovery processes. Increased on-time delivery by 25 to 30% and reduced OT by 10%.

● Developed individual operator quality metrics used for improving overall quality and providing consistent, objective evaluations at year end. Increased quality overall by 5%.

● Assisted in the startup of offshore teams in India and taught the same lean six sigma initiatives implemented above with offshore operations, dramatically increasing efficiency by 27% and on-time delivery by 10%. Military Experience

United States Air Force March 1989 to October 1996 Captain; Chief of Command Post Operations; Missile Launch Officer Awarded for a distinguished record of service overseeing a nuclear operations center. Ensured optimal wartime preparedness by leading daily operational activities, inspections, training, processes, procedures, and protocols. Played a key role in creating a new process for script preparation and standardization of nuclear warfare procedures for units across the European theater. 16th Air Force Command Post Controller of the Year. Honorable Discharge. Education and Certifications

Master of Business Administration (MBA), Management Embry-Riddle Aeronautical University, Minot AFB, ND Bachelor of Science (BS), Science

The Pennsylvania State University, University Park, PA Lean Six Sigma, Villanova University

Six Sigma Green Belt, RR Donnelley Program