Frank W.
About Frank W.
Frank W. serves as the Director of Operations at Millennial Specialty Insurance, where he has worked since 2022. He has extensive experience in contact center management and operations, having held various leadership roles in organizations such as UnitedHealth Group and Delta Dental of Colorado.
Work at Millennial Specialty Insurance
Frank W. has served as the Director of Operations at Millennial Specialty Insurance since 2022. In this role, he directs the growth of the main contact center located in the Dallas-Fort Worth Metroplex and is planning to establish an additional center in the Tampa Bay Area. His responsibilities include overseeing the buildout of multiple contact centers following the acquisition of other insurance organizations. He also leads the expansion of the Training team to develop new system training programs for various partners and departments.
Previous Experience in Operations Management
Prior to his current position, Frank W. held various managerial roles in the healthcare and insurance sectors. He worked as a Supervisor of Prior Authorizations at UnitedHealth Group from 2013 to 2014. He also served as a Contact Center Manager at Delta Dental of Colorado from 2019 to 2020 and as a Telehealth Manager at SleepQuest from 2016 to 2017. His experience includes managing call centers and credentialing operations, demonstrating a strong background in operational leadership.
Education and Expertise
Frank W. studied Communication Studies at Portland State University, where he pursued a Bachelor's degree. Although his degree remains incomplete, his educational background has contributed to his expertise in operations management and team leadership within the contact center environment.
Achievements in Contact Center Development
In his role at Millennial Specialty Insurance, Frank W. is responsible for building an operations and payment processing hub from the ground up. He collaborates with the corporate real estate team to secure a new office space in Dallas-Fort Worth. Additionally, he has renegotiated multiple vendor contracts, including the contact center vendor contract, and has led the implementation of new customer contact channels and tools, enhancing operational efficiency.
Leadership in Training and Development
Frank W. has played a significant role in expanding the Training team at Millennial Specialty Insurance. He is focused on developing new training programs for new partners, clients, and various departments. His leadership in this area is crucial for ensuring that staff are well-equipped to handle new systems and processes as the organization grows.