Carlos Franco
Process Program Operations Manager at Brightspeed | Raleigh, North Carolina, United States
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As the Process Program Operations Manager at Brightspeed, Carlos Franco plays a pivotal role in enhancing customer experience (CX) through strategic communication and operational excellence. With over seven years of multifaceted experience in customer success, sales, and go-to-market strategy, Carlos is adept at leveraging data-driven insights to drive innovation and revenue growth in the competitive SaaS landscape. His current responsibilities involve identifying and prioritizing communication opportunities that enhance customer interactions within Brightspeed's contact center solutions. By utilizing a diverse array of communication tactics, he ensures that every customer touchpoint is optimized for satisfaction and effectiveness.
Carlos is also instrumental in managing all agent-facing collateral and content, ensuring that call handling processes and resources in the KIT knowledge database are not only up-to-date but also aligned with best practices in customer engagement. His expertise in program management and business process improvement allows him to develop and execute comprehensive communications plans and campaigns that resonate with both agents and customers alike. By fostering strategic partnerships and enabling sales teams, Carlos contributes to a culture of continuous improvement, ensuring that Brightspeed remains at the forefront of customer satisfaction and operational efficiency. His proficiency in tools like ServiceNow and Microsoft Office further enhances his ability to forecast needs and streamline processes, making him an invaluable asset to the Brightspeed team.
Process Program Operations Manager at Brightspeed in November 2023 to Present
Customer Success Sr. Director at TransLoc in June 2022 to February 2023
Director of Customer Experience at Circle Graphics in October 2020 to June 2022
Customer Success Manager, Cloud Collaboration at Cisco in May 2019 to April 2020
Regional Customer Services Manager - Americas Theather (LATAM, CANADA, US DISTI) at Cisco in August 2017 to May 2019
Data Quality Manager at Cisco in December 2015 to August 2017
Commercial Services Specialist at Cisco in March 2015 to November 2015
Sr. Client Experience Manager at Arise Virtual Solutions Inc. in October 2010 to December 2014
Community Outreach Director at Apprisen in September 2008 to October 2010
Operations Director at Counsel for Debt Solutions in January 2004 to January 2008
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Analytics
ClientSuccess
Partner Engagement
Strategic Initiatives
Customer Journeys
Customer Satisfaction (CSAT)
Business-to-Business (B2B)
Net Promoter Score
Public Speaking
Jira
Cross-Selling
Upselling
Telecommunications
Customer Relations
Interpersonal Skills
Customer Experience Management
Agile Methodologies
Private Equity
Customer Data
monday.com
Agile & Waterfall Methodologies
KPI Reporting
IT Strategy
Team Culture
Customer Experience Design
Key Performance Indicators
Customer Onboarding
Salesforce CPQ
Project Plans
Project Management Office (PMO)
Business Growth
Project Leadership
Customer Engagement
Chatbots
Thought Leadership
Security
Cloud Strategy
Relationship Development
Software Implementation
Problem Solving
Cross-functional Team Leadership
Onboarding
Team Leadership
Management of Direct Reports
Directors
Customer Success
Information Technology
Client Services
Business Relationship Management
Contact Center Operations
ServiceNow
Knowledge Management
Program Management
Agile Project Management
Relationship Building
Account Management
Key Metrics
Project Management
Strategic Partnerships
Contact Center Management
Data Analytics
Communication
Channel Partners
Customer Support
Data Management
Sales Enablement
Forecasting
Customer Retention
Analytical Skills
Customer Experience
Software as a Service (SaaS)
Zendesk
Talk desk
Salesforce.com
CRM
Leadership
Customer Service
Management
Process Improvement
Microsoft Office
Microsoft Excel
Sales
Team Building
Strategic Planning
Budgets
Microsoft Word
PowerPoint
Training
Outlook
Recruiting
Vendor Management
Call Centers
Customer Satisfaction
Operations Management
Strategy
Business Process Improvement
Customer Relationship Management (CRM)
Personal Development
Organizational Leadership
Microsoft PowerPoint
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Discover more about BrightspeedWhat is Carlos Franco email address?
Email Carlos Franco at [email protected]. This email is the most updated Carlos Franco email found in 2026.
What is Carlos Franco phone number?
Carlos Franco phone number is +19195745840.
How to contact Carlos Franco?
To contact Carlos Franco send an email to [email protected]. If you want to call Carlos Franco try calling on +19195745840. (updated on October 31, 2024)
What company does Carlos Franco work for?
Carlos Franco works for Brightspeed
What is Carlos Franco's role at Brightspeed?
Carlos Franco is Process Program Operations Manager
What industry does Carlos Franco work in?
Carlos Franco works in the Software Development industry.
Carlos Franco Email Addresses
Carlos Franco Phone Numbers
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