Frank Gioia

Senior Vice President Contact Centers @First Financial Bank Texas

Responsible for all contact center functions including general customer service inquiries regarding deposit accounts, loans, mortgage, ATM/debit cards, online banking, mobile banking, bill payment, IVR, products, services and policies and procedures. Selected Accomplishments: Redesigned customer access strategy resulting in Service Levels improvements from 56% to 92%, abandon rate decreases from 30% to 3.5%, and decreases in customer wait time from 85 seconds to under 20 seconds within first 90 days.