Frank Smith

About Frank Smith

I’ve spent the last decade solving a specific problem: how to help large organizations move faster and smarter without losing their human element. Most of my work happens at the intersection of people, process, and technology. I don\'t implement AI or roll out Agile processes for the sake of modernization; I use these tools to build systems that actually grow with the business. Whether I’m streamlining workforce management or architecting a digital transformation, my goal is always to replace \"process for process\'s sake\" with common-sense frameworks that deliver clear, measurable results.Here’s what I can bring to your company:• A \"People-First\" Technical Mindset: I believe technology should serve the team, not the other way around. I focus on making automation and AI accessible tools that empower employees rather than complicate their day-to-day.• Execution at Scale: I’m comfortable navigating the ambiguity of large-scale initiatives. I specialize in taking high-level strategic goals and breaking them down into precise, executable Agile workstreams.• Operational Clarity: I thrive on turning messy, fragmented operations into scalable models. By aligning cross-functional teams around shared data and clear governance, I help organizations execute with more precision.I’m at my best in environments that value innovation, strong partnerships, and aren\'t afraid to challenge the status quo. If you’re looking to bridge the gap between complex strategy and daily operational excellence, I’d love to chat with you.

Experience

1. Senior Manager Program Management

   Google Operations Center

   Jun 2022 — Present · Chattanooga, TN, US

   Key Accomplishments:• Directed the gDATA SUMMER AI taxonomy migration program, achieving 91% machine learning classification accuracy and reducing manual routing time by 60%.• Led Neo taxonomy transformation initiative, cutting case resolution timelines from 43 days to 8 days and improving first-response performance by 85%.• Established GOC’s first U.S-based Scrum organization, increasing delivery velocity by 21% and embedding Agile disciplines across three enterprise divisions.• Partnered with Data Engineering and AI teams to build next-generation reporting models, improving real-time decision-making and executive insight capabilities.#ProgramManagement #OperationsLeadership #AgileDelivery #CustomerExperience #ContinuousImprovement

Education

• University of Tennessee, Knoxville

  Bachelor of Science - BS, Geology

Skills

• Microsoft Access
• Microsoft Word
• Team Leadership
• Business Process Improvement
• Computer Hardware
• Process Improvement
• Leadership
• Acd
• Troubleshooting
• Management
• Team Building
• Call Center
• Microsoft Powerpoint
• Sql
• Quality Management
• Avaya Products
• Social Media
• Routers
• Workforce Planning
• Customer Experience
• Consulting
• Process Engineering
• Technical Support
• Customer Service
• Database Administration
• Vendor Management
• Forecasting
• Recruiting
• Microsoft Office
• Avaya
• Call Centers
• Databases
• Ivr
• Microsoft Excel
• Access
• Workforce Management
• Analysis
• Project Management
• Customer Satisfaction
• Training