Open to opportunities

Frank Espichan

@frankespichan

Message

I retain at-risk customer accounts and improve service experiences across automotive, retail, and remote-ready teams.

Canada

Message

What I'm looking for

I'm looking for a remote-ready customer success or account management role where I can strengthen retention, resolve complex customer issues, use KPI insights to improve service, and collaborate across teams.

At Teleperformance on the Stellantis campaign, I manage at-risk customer accounts, coordinate dealers and repair teams, and use Salesforce and KPI data to improve retention and reduce escalations.

I've also built and led customer-focused operations at Armored Komodo North America, Beyond Wireless Rogers, Best Buy, and North West Company. Across these roles, I've developed teams, strengthened vendor and client relationships, improved processes, and maintained service and compliance standards in English and Spanish.

Experience

Work history, roles, and key accomplishments

Retention Case Manager

Teleperformance

Feb 2022 - Mar 2025 (3 years 1 month)

Managed stakeholder relationships across customers, dealers, and internal repair teams, logging interactions in Salesforce. Led cross-functional communication and tracked retention KPIs to reduce escalations.

Salesforce Stakeholder Management Account Management Customer Retention KPI Reporting Cross Functional Communication Process Improvement

Education

Degrees, certifications, and relevant coursework

The TEFL Org

Diploma, Teaching English as a Foreign Language

Grade: Passed

Completed a 200-hour Level 5 TEFL Diploma, an Ofqual-regulated qualification equivalent to CELTA or Trinity CertTESOL, with advanced modules in Teaching Business English and Management of Large Classes.