Frank Cerda

WORK HISTORY

SKILLS

ABOUT FRANK CERDA

I am a tenured Customer Loyalty professional with extensive experience in Executive Account Management, Service Delivery/Recovery and Customer Engagement. My professional passion is building long-lasting relationships through customer advocacy and service. I currently lead Whataburger’s Customer Care, Loyalty and Contact Center Teams where I am applying continues improvement methodologies and digital transformation to increase customer loyalty, improve resolution times and decrease average speed of answer for internal support requests. In my role as Social Media Strategist, I developed an end-to-end Social Customer Experience, from prospecting/lead generation to support and customer loyalty. I have experience mobilizing a social workforce through employee and executive social media advocacy. I have coached employees at all levels on how to use social media for self promotion, advancement of company objectives and brand amplification. As a Net Promoter Certified Associate, I am able to help you correlate business strategy and customer loyalty to business growth. Read about my our work in “The Ultimate Question 2.0, How Net Promoter Companies Thrive in a Customer-Driven World” Want to ensure a successful Customer Experience? Be Helpful! How have you been helpful today?See my Dreamforce presentation on B2B social media customer care and marketing insights: Five and Five ranked Rackspace #1 for Inbound Marketing Excellence, read about my work on the Rackspace Social Media Team here: https://en.calameo.com/read/00•••••21f224cdc4d3e0Specialties: Net Promoter® Certified Associate, Customer Experience, Customer Loyalty and Retention, Technical Account Management, Hybrid and Cloud Hosting