Frank White

I’m a performance-driven Customer Service Manager with 10+ years leading distributed teams and managing complex digital workflows. I specialize in troubleshooting software and application issues while guiding users through difficult web navigation with clarity and confidence.

At U.S. Bank, I managed a high-volume remote service department of 15+ agents handling complex digital account inquiries and platform access issues. I reduced escalation rates by 22% by building a centralized digital knowledge base and implementing standardized service-delivery protocols.

Across my roles, I combine operational metrics with practical coaching. By analyzing performance data, I targeted system training gaps and improved First Call Resolution (FCR) by 15%, while maintaining 100% adherence to strict federal regulations and secure remote access protocols.

Earlier, as a U-Haul Roadside Assistance Manager, I directed 24/7 operations, optimized dispatch workflows to reduce software lag and improve tracking accuracy, and led agent training on ticket resolution and digital problem-solving. I’ve also earned recognition for leadership and operational efficiency through repeat awards.