David Francis

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. Proven track record of building and mentoring remote, hybrid, and international teams by fostering an empowering, collaborative culture rather than rigid top-down management. Expert in complex B2B stakeholder onboarding, high-level conflict resolution, and developing top-performing front-line service teams.

Implementation and Member Support Team Lead at TransparentRx (FiduciaryRx) (2024-12 – Present)

• Empower and mentor a remote, international team of member support representatives, establishing an approachable, high-support culture that guides members seamlessly through complex healthcare benefit landscapes.
• Spearhead weekly client onboarding and transition steering meetings, collaborating directly with primary stakeholders of self-funded health plans to ensure a premium, zero-disruption client experience.
• Serve as the organization's customer experience subject matter expert in Pharmacy Benefit Management, optimizing standard operating procedures to elevate service delivery standards.

Customer Service Supervisor – Latin America at RotoMetrics (2018-07 – 2024-04)

• Led and coached a hybrid, multi-location team of 8 customer service and order-entry professionals across Missouri, Georgia, and Mexico, directly backing award-winning account managers.
• Spearheaded client relationship and service retention strategies that successfully protected and grew over $12 million in annual B2B sales within a highly specialized, technical manufacturing sector.
• Managed end-to-end personnel development, including recruitment, technical talent onboarding, hands-on skill development, and ongoing performance mentorship.

Business Account Executive at Spectrum Business (2017-07 – 2018-07)

• Partnered with small-to-medium business leaders, conducting in-depth client discovery meetings to design and present tailored telecom and data infrastructure solutions.

Bilingual Call Center Supervisor at Spectrum Business (2014-09 – 2017-07)

• Directed a high-performing, bilingual team dedicated to inside sales and client care, utilizing regular quality audits and tailored coaching to drive continuous professional growth.
• Personally intercepted and resolved high-level corporate escalations, successfully saving fragile contracts, restoring client trust, and boosting long-term satisfaction scores.

Store Manager at Martin & Bayley (2010-04 – 2014-07)

• Directed all customer-facing retail operations, focusing heavily on staff development, local team building, and enhancing the day-to-day customer experience.

Account Executive at Hav-A-Snack (2002-11 – 2010-04)

• Nurtured and expanded a regional business-to-business client portfolio, identifying shifting corporate needs to deliver custom account solutions.

Military Intelligence Ground Radar Analyst at US Army (2001-06 – 2002-11)

• Leveraged advanced technical radar systems and high-level analytical frameworks to deliver mission-critical, actionable intelligence data under high-pressure conditions.
• Demonstrated elite early leadership and technical aptitude, earning the Commanding General's Award (Fort Leonard Wood, MO).
• Graduated as the Runner-up Honor Graduate from the competitive Military Intelligence Training program (Fort Huachuca, AZ).

High School Diploma or Equivalent