Danny Frank, MBA, NIC

Professional Summary

Customer-centric Engagement Manager with over 3.5 years of experience driving operational excellence and enhancing customer satisfaction through AWS cloud solutions. Proven success in leading cross-functional teams, optimizing vendor operations, and translating technical concepts into actionable business outcomes. Adept at managing customer relationships, delivering innovative solutions, and aligning projects with strategic goals. Committed to continuous improvement and delivering measurable results for cloud-based engagements.

Skills

  • Project Management: Experienced in leading projects using Agile methodologies, formerly Scrum Master certified, with project management skills covering scope and schedule. Experience using Smartsheet and Asana for project management. Confident in ability to quickly learn new tools quickly.
  • AWS Cloud Services: Certified AWS Cloud Practitioner, AI Practitioner, and Solutions Architect Associate with experience building a static website using Amazon S3, CloudFront, AWS Certificate Manager, and Route 53.
  • Data Analysis: Proficient in leveraging data and metrics to inform decision-making, including the use of tools like Smartsheet and Excel for advanced analysis.
  • Vendor Relationship Management: Skilled in optimizing vendor partnerships, developing KPIs, leading performance reviews, and resolving escalations to improve service delivery and achieve cost efficiencies.
  • American Sign Language:(Fluent) | National Interpretpreter Certification (NIC) | RID, 2011

Experience

Program Manager, Vendor Operations

Amazon | 2019 - Present

  • Launched an on-demand ASL interpreting service that scaled to 2% of Amazon's total interpreting volume within 1.5 months, positioning the new service to capture 20% of work by Q4 2024 and 85% by Q3 2025. Projected to deliver $800K in savings in year one, growing to $1.5M in annual savings.
  • Achieved a 68% reduction in vendor travel expenses by implementing a Smartsheet-based travel approval and automation process, which allowed our team to begin tracking estimated travel expenses by location and target new vendor relationships in those locations.
  • Developed key performance indicators (KPIs) to monitor vendor performance across eight contracts, resulting in improved visibility into vendor engagement on customer escalations and driving strategy as we approached contract renewals.
  • Participated in weekly business review meetings with vendors, where performance metrics and operational challenges were discussed. Worked cross-functionally to implement new processes and remove barriers, leading to measurable improvements, though the exact efficiency and cost reduction percentages are unknown.
  • Created a centralized Smartsheet-based issue management system that enabled internal teams and 8 vendors to collaborate on resolving customer issues. This replaced a siloed process, reducing average vendor issue resolution time by 69%

Owner, Sign Language Interpreter

Frankly Interpreting, LLC | 2009 - Present

  • Delivered high-quality, real-time American Sign Language (ASL) interpretation for individuals and organizations, ensuring clear communication and understanding across various settings, including healthcare, legal, educational, and business environments.
  • Fostered strong customer relationships by consistently providing professional, accurate interpretation services, adapting to diverse needs and ensuring customer satisfaction.
  • Provided feedback and mentoring to colleagues and mentees, ensuring message accuracy, customer experience quality, and professional development within the interpreting community.
  • Maintained thorough knowledge of ethical guidelines, industry standards, and customer preferences to uphold the highest standards of service and customer trust.

Program Manager

Student Association for Interpreter Development | 2008 - 2022

  • Designed and launched a state-funded internship program in partnership with Riverside City College generating over 35,700 hours of pro bono ASL interpreting services, contributing to 65% growth in community outreach.
  • Reduced scheduling time by 50% through the development of a scheduling platform, allowing the team to respond to customer intakes more rapidly.
  • Established a normalized expectation within community partnerships to have interpreting students on site at community Deaf events (art walks, historical site tours, sporting clubs), as well as state residential schools and state-funded Deaf agencies.

Education

MBA

Grand Canyon University | 2021

Sign Language Interpreting, Certificate

Riverside City College | 2009

Bachelor of Arts in Communication

University of Minnesota | 2005