David Francis
@davidfrancis1
Bilingual Customer Success and Corporate Training leader with 20+ years driving retention, onboarding, and team excellence.
United StatesWhat I'm looking for
I’m a highly accomplished Bilingual (English/Spanish) Customer Success and Corporate Training Leader and US Army Veteran with over 20 years of experience driving client retention, team excellence, and high-value account growth. I build and mentor remote, hybrid, and international teams by fostering an empowering, collaborative culture rather than rigid top-down management. I’m expert in complex B2B stakeholder onboarding, high-level conflict resolution, and developing top-performing front-line service teams.
In my current role as an Implementation and Member Support Team Lead, I empower and mentor a remote, international member support team and lead weekly client onboarding and transition steering meetings with self-funded health plan stakeholders. As the organization’s customer experience subject matter expert in Pharmacy Benefit Management, I optimize standard operating procedures to elevate service delivery standards. Previously, as a Customer Service Supervisor, I led a hybrid multi-location team and protected and grew over $12 million in annual B2B sales through retention-focused client relationship strategies, recruitment, technical onboarding, hands-on skill development, and ongoing performance mentorship.
Experience
Work history, roles, and key accomplishments
Implementation and Member Support Team Lead
TransparentRx (FiduciaryRx)
Dec 2024 - Present (1 year 8 months)
Mentors a remote, international member support team and leads weekly client onboarding and transition steering meetings for self-funded health plans. Serves as Pharmacy Benefit Management subject matter expert, optimizing standard operating procedures to improve service delivery.
Customer Service Supervisor Latin America
RotoMetrics
Jul 2018 - Apr 2024 (5 years 9 months)
Leads and coaches a hybrid, multi-location customer service and order-entry team supporting award-winning account managers across Missouri, Georgia, and Mexico. Drives client retention strategies and manages end-to-end talent development to strengthen performance and service outcomes.
Business Account Executive
Spectrum Business
Jul 2017 - Jul 2018 (1 year)
Conducts client discovery with small-to-medium business leaders to design and present tailored telecom and data infrastructure solutions.
Bilingual Call Center Supervisor
Spectrum Business
Sep 2014 - Jul 2017 (2 years 10 months)
Supervises a bilingual team focused on inside sales and client care, using quality audits and coaching to support continuous development. Resolves high-level corporate escalations to save fragile contracts, restore trust, and improve long-term customer satisfaction.
Store Manager
Martin & Bayley
Apr 2010 - Jul 2014 (4 years 3 months)
Leads customer-facing retail operations with a focus on staff development and team building to improve the day-to-day customer experience.
Account Executive
Hav-A-Snack
Nov 2002 - Apr 2010 (7 years 5 months)
Nurtures and expands a regional B2B client portfolio by identifying shifting corporate needs and delivering custom account solutions.
Ground Radar Analyst
US Army
Jun 2001 - Nov 2002 (1 year 5 months)
Uses advanced technical radar systems and high-level analytical frameworks to deliver mission-critical, actionable intelligence under high-pressure conditions.
Education
Degrees, certifications, and relevant coursework
High School Diploma (Equivalent)
High School Diploma, High School
Earned a High School Diploma or equivalent education.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
Interested in hiring David?
You can contact David and 90k+ other talented remote workers on Himalayas.
Message DavidGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
