L. Danny Franco
About L. Danny Franco
L. Danny Franco is a Territory Account Manager at Clever Real Estate, where he has led product improvements and developed escalation path SOPs to enhance customer experience. His prior experience includes roles in customer service and hospitality, contributing to various operational improvements across multiple organizations.
Work at Clever Real Estate
L. Danny Franco currently serves as a Territory Account Manager at Clever Real Estate, a position he has held since 2024. In this role, he has created escalation path SOPs to enhance customer experience partnership issues, ensuring teams are aligned on the correct resolution owner. Franco has also led product improvements in the online agent portal, enhancing its functionality and adding features to better serve agents. His initiatives include a new ticketing project that captures over 110 regular customer experience issues, significantly scaling customer experience operations.
Previous Employment Experience
Before joining Clever Real Estate, L. Danny Franco worked at Wonder as a Customer Service representative from 2021 to 2023 in New York. He also held various roles in the hospitality industry, including Concierge and Concierge Department Trainer at Firmdale Hotels PLC from 2016 to 2021, and Front Office Supervisor at W Hotels for a brief period in 2016. Additionally, he worked as Front Desk Supervisor at Crowne Plaza Foster City from 2013 to 2016. These positions provided him with a strong foundation in customer service and operations management.
Education and Expertise
L. Danny Franco completed his high school education at Bishop O'Dowd High School, earning a High School Diploma from 2008 to 2012. He furthered his studies at Diablo Valley College, focusing on Political Science and Government from 2012 to 2015. Franco also attended California State University - East Bay, where he expanded his knowledge and skills relevant to his career. His educational background supports his expertise in customer experience and operational management.
Achievements in Customer Experience
At Clever Real Estate, L. Danny Franco has made significant contributions to customer experience initiatives. He implemented a 10-minute training program designed to educate customers about real estate services and effectively match them with three real estate agents. Franco also assisted in a scaling and hiring campaign for the Home Concierge team, tripling its size and focusing on specific talent acquisition. His efforts in improving HubSpot CRM fields and forms have streamlined data capture and aligned with Home Concierge scripts.
Project Management and Documentation
L. Danny Franco has played a key role in project management at Clever Real Estate. He assembled project documentation to prioritize improvements and align various departments, including CRM Operations, Engineering, CX Operations, and Partnerships. His work with engineering to document tech issues and desired features has led to streamlined workflows and the automation of manual processes, contributing to overall operational efficiency.