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Frank Gioia Email Address


Job Title

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

First Financial Bankshares

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

Last University
Colorado State University
Lives in Houston, Texas, United States.

Other people working at First Financial Bankshares:

Josh BrownAssistant Vice President Human Resources
Randy RoeweChief Risk Officer
Scott DueserChairman, President and Chief Executive Officer
Mark JonesChairman
Martin NotoChairman Chief Executive Officer
Larry WilliamsInfrastructure Systems and Support Manager
J. Huerta********@ffin.com
Jackie JacksonAssistant Vice President, Branch Operations Manager
C. Hansen*******@ffin.com
David Weems******@ffin.com
Monica HoustonDirector of Training and Education
John Ruzicka********@ffin.com

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