Frank Soujaa

WORK HISTORY

EDUCATION

SKILLS

ABOUT FRANK SOUJAA

Results-Driven Operations Leader | Contact Center & BeyondResults-driven leader with 20+ years of experience in transforming operations, driving revenue growth, and optimizing customer experience across global onshore and offshore teams. Proven track record of leading multi-channel contact centers (inbound, outbound, chat, email) and managing cross-functional departments such as Business Intelligence (BI), Process Improvement, Analytics, and Operations. Skilled in aligning interdepartmental strategies to achieve organizational goals, improve operational efficiency, and deliver measurable results in customer satisfaction and cost reduction. Adept at leveraging data-driven insights to inform strategic decisions, foster collaboration, and build high-performing teams across diverse functions.Core Competencies:• Strategic Leadership & Vision: Developing and executing innovative strategies to optimize operations, enhance customer experience, and drive revenue.• P&L Management & Financial Optimization: Managing P&L, budgets, and SLAs to maximize profitability and resource allocation.• Operational Excellence: Streamlining processes, implementing best practices, and leveraging technology to improve efficiency and customer satisfaction.• Team Leadership & Development: Building and inspiring high-performing teams, fostering a positive culture, and empowering employees to achieve their full potential.• Data-Driven Decision Making & Analytics: Leveraging data analytics and business intelligence to identify opportunities, optimize performance, and inform strategic decisions.Experience:• Contact Center Operations: Extensive experience managing large-scale contact centers, including call center, chat, and email support.• Revenue and Cost Management: Proven ability to drive revenue growth, optimize cost structures, and improve profitability.• Cross-Functional Leadership: Successfully led and collaborated with teams across various departments, including digital marketing, data analysis, business intelligence, and dispatch.Key Skills:• Performance Management• Project Management• Continuous Improvement• Statistical Analysis• Data Analysis• Business Intelligence• Digital Marketing• Process Optimization• Change ManagementAchievements:• Increased Revenue: Led initiatives that resulted in a 60% increase in annual revenue.• Cost Reduction: Implemented process improvements that reduced operational costs by 10%.• Team Development: Mentored and developed a team of 100+ employees, resulting in a 20% increase in employee satisfaction.