Operations & Client Services Leader

*** ***** *****, *** *****, US, ***** • *********@*****.*** • 702-***-****

KRISTINA FRANK

Administrator

PROFESSIONAL SUMMARY

Operational Manager with extensive expertise in optimizing service efficiency and enhancing client satisfaction through innovative process improvements. Demonstrates strong skills in operations management, process implementation, and sales development, leveraging advanced capabilities in Microsoft Office 365. Passionate about driving strategic growth, with a proven track record of streamlining workflows and increasing revenue opportunities.

EMPLOYMENT HISTORY

OPERATIONS MANAGER (REMOTE) Feb 2020 – Nov 2025

SLKUS, Inc. Pasadena, CA

Lead technical team to resolve client issues, enhancing service efficiency and client satisfaction.

Manage MSA proposals and ensure timely delivery, maintaining contract compliance.

Streamline documentation and communication processes, improving operational clarity.

Directed marketing initiatives, achieving notable sales growth and enhancing brand visibility.

Strategically crafted marketing materials, leading to a measurable increase in client engagement.

Implemented targeted marketing plans, resulting in substantial revenue growth and market penetration

Oversee sales facilitation, increasing technical support engagement and revenue opportunities.

Coordinate payroll and benefits, ensuring accurate and timely employee compensation.

Streamlined technical support workflows, enhancing issue resolution speed and significantly boosting client satisfaction ratings.

Comprehensive documentation for office procedures develops, increasing team efficiency and ensuring consistent communication across departments.

Coordinated with the technical support team to tackle client issues, resulting in a noticeable reduction in response times and improved service delivery.

Analyzed client billing inquiries and streamlined invoicing processes, leading to marked gains in accuracy and reduction of discrepancies.

Fostered a positive work environment by facilitating employee benefits renewals and payroll schedules, ensuring team satisfaction and retention.

Optimized team workflows to enhance technical issue resolution speed, leading to substantial improvements in client satisfaction ratings. VP FRANCHISE DEVELOPMENT Oct 2016 - Oct 2019

TTTSM Las Vegas, NV

Led recruitment team, enhancing efficiency by refining key metrics and strategies.

Communicated program details, ensuring successful execution across geographic territories.

Developed new brands and packages, aligning with market segmentation and brand strategies.

Monitored property performance, providing actionable insights for improvement.

Managed administrative tasks, including budget tracking and complex calendar coordination.

Drove franchise growth by establishing strategic recruitment frameworks, leading to substantial improvements in talent acquisition and brand expansion.

Evaluated recruitment metrics to enhance program effectiveness, resulting in noticeable gains in candidate quality and retention rates.

Coordinated cross-functional teams to align recruitment strategies with commercial priorities, strengthening overall brand presence in target markets.

Communicated brand initiatives effectively, ensuring comprehensive execution across territories and fostering a unified franchise approach.

Fostered a positive team environment, encouraging collaboration and knowledge-sharing to achieve recruitment goals and enhance team performance.

Evaluated and refined recruitment metrics, enhancing program effectiveness and yielding noticeable gains in candidate quality and retention rates.

CUSTOMER TECHNICAL SUPPORT Sep 2014 - Mar 2016

Hearing Fusion Las Vegas, NV

Resolved software issues, enhancing customer satisfaction and retention.

Guided new clients on software use, improving user experience.

Developed documentation for clients, ensuring smooth operations.

Transferred databases to custom software, streamlining processes.

Provided exceptional customer support by troubleshooting software issues, leading to faster resolution times and enhanced user satisfaction.

Onboard new customers by guiding them through software functionalities, resulting in improved user adoption and reduced support queries.

Developed comprehensive documentation for customer operations, facilitating better understanding and maximizing software utilization.

Coordinated with customers to extract and import databases, ensuring seamless integration and minimizing operational disruptions.

Streamlined the onboarding process by implementing a structured training program, yielding noticeable improvements in customer engagement.

Optimized customer onboarding procedures, leading to substantial improvements in user engagement and reduced support queries. INSURANCE ASSISTANT Oct 2003 - Dec 2013

Marsh & McLennan Las Vegas, NV

Facilitated the relationship between Marsh and our contractual agents by creating a seamless quote to the issuance process

Pre-underwriting risks to determine if it fell within underwriter and contract guidelines

Generated and forward proposals to clients

Bind and requested policy issuance from carriers

Worked with underwriters to resolve client and carrier issues

Maintained workflow turnaround times critical to contractual agent’s contract fulfillment

Created and implemented additional sales opportunities within our book of business

Created and implemented written documentation used for workflow procedures, correspondent emails, quotes and client proposals

Facilitated marketing opportunities to support staff in various agent office throughout the United States Streamlined communication channels with agents, enhancing quote issuance efficiency and improving client satisfaction.

Conducted thorough pre-underwriting assessments, ensuring compliance with guidelines and minimizing risk exposure.

Partnered with underwriters to address client and carrier concerns, fostering stronger relationships and expediting resolutions.

Developed comprehensive workflow documentation, standardizing processes and enhancing team productivity across various operations. OFFICE MANAGER May 1996 - Jul 2003

SLK.US, Inc. Pasadena, CA

Coordinated and supervisor of the Technical Support Team

Implemented billing and projected income reports

Maintained and updated client, vendor, and employee files

Implemented and maintained the OEAM, AER database

Managed system for payroll and reimbursements

Provided software technical support for clients

Built websites using basic HTML, and JavaScript

INSIDE SALES TEAM LEADER Mar 1996 - May 1996

Paradigm Solutions Irwindale, CA

Created and implemented the inside sales function within the company

Assisted The VP of Services in developing design and supervision of telemarketing

Designed and implemented a sales-lead qualification program

Developed a cost tracking system for advertising costs and customer response rates MARKETING DIRECTOR/ADMINISTRATOR Feb 1987 - Feb 1996 Bezaire Law Office Pasadena, CA

Responsible for developing a budget for all projects and promotional supplies

Built a referral network program with other professionals

Generated new business sources with mailings, newspaper ads and networking with little expense

Responsible for the creation and placement of all advertisements

Created mailings, which included quarterly newsletters, seminar follow-up letters, and announcements or any other type of mailing (in- house or outside mailing house)

Solicited speaking engagements from various clubs, organizations, professional groups, realtors, and senior citizen groups

Additional duties included creating and implementing expense reports, accounts receivable/accounts payable transactions, calculating determining payroll expenses, and communicating with all vendors SKILLS

Operations Management, Team Leadership, Technical Support, Customer Service, Project Management, Marketing and Sales Development, Documentation, and Process Implementation.

COMPUTER SKILLS

Microsoft Office 365, Microsoft teams, Paychex, SalesForce, RAM, Calendly, Connectwise, POS, Aloha & RTI System, Applied Agency Management, and various insurance carrier interface systems. LANGUAGES

English (Native).

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