Frank Gioia Email Address

Senior Vice President Customer Service and Operations ◆ Customer Evangelist ◆ Call Center Transformations ◆ Technology Innovations

First Financial Bank (Abilene, TX) operates as a bank that provides banking products and services to businesses and individuals in Texas.

★ HELPING ORGANIZATIONS TRANSFORM THEIR SERVICE CULTURES ★ A hands-on Operations executive with over 25 years progressive experience specializing in medium sized call centers. My experience includes execution of business strategies in start-up, high growth, turn-around, and established high volume contact center environments. I have successfully completed seven Contact Center Transformations in facilities ranging from 50 to several hundred seats. I am very focused on service and operational excellence, continual quality improvement to increase customer satisfaction, and internal efficiency. I have repeated success in partnering with cross-functional teams and personnel at varying levels within organizations to improve service levels, revenues, and profitability. Strongly committed to staff development, morale, and accountability, I am passionate about helping team members and clients achieve their maximum potential. I actively create accountable and fun work environments for staff that supports talent acquisition, retention, and development. My 27 years of Contact Center Leadership Experience Includes: • Call Center Operations • Customer Service • Multi-Function and Blended Centers • Multi-Site leadership • Inside Sales • Quality Assurance/ Compliance in highly regulated industries • Technical Support • Billing Operations • Collections • Global leadership • Budget/P&L Management • Work Force Optimization • Multi Channel Services Expertise:: • Process Innovation/ Improvement/ Management for High Volume Organizations | Six Sigma • Inbound/ Outbound Call Center Operations and Leadership • Individual and Team Talent Acquisition, Development, and Coaching Management • Contact Center Technology - Telephony (ACD / IVR) & CRM Implementation and Optimization • Multi-channel Contact Center strategies • Workforce Management and Optimization Industries: Telecommunications, Healthcare, Internet, Real Estate, Energy