Frank Soujaa

Frank Soujaa has over 16 years of experience in customer service and operations management. Frank is currently the Senior Director of Customer Service & Purchasing at AIM KENNY U-PULL, where they are responsible for overseeing customer service and purchasing operations. Prior to this role, Frank held the position of Director of Customer Service & Sales at the same company.

Before joining AIM KENNY U-PULL, Frank worked as an Account Manager at Fido Solutions from 2015 to 2017. In this role, they managed customer accounts and ensured customer satisfaction.

From 2013 to 2015, Frank worked at Payza, where they served as the Operations Manager. During their tenure, they managed onshore and offshore call center operations and implemented strategies to improve customer service and productivity. Frank also took on the additional role of Customer Due Diligence Manager to enhance department quality and productivity.

Prior to Payza, Frank worked at Radialpoint as an Operations Manager and Service Delivery Manager. In this role, they managed call center operations for key strategic programs such as Virgin Media and Windstream. Frank implemented operational improvements and ensured client satisfaction.

Frank's career in customer service and operations management started at Bell Canada in 2004. Frank served as the Offshore/Onshore Call Center Manager, overseeing operations and a team of 250 employees and managers. Frank achieved significant improvements in performance metrics and actively collaborated to identify opportunities for process improvement.

Overall, Frank Soujaa has a proven track record of successfully managing customer service and operations teams, implementing operational improvements, and ensuring client satisfaction.

Frank Soujaa began their education in 1999 at McGill University, where they pursued a Bachelor of Science degree in Biochemistry. After completing their undergraduate studies in 2003, they took a break from formal education. In 2007, they obtained various certificates in Project Management through the Thomson NETg Certificates program. Frank then returned to the Schulich School of Business at York University in 2008 and obtained an Advanced Certificate in Business Skills. In 2009, they further enhanced their business skills by completing a Business Skills Certificate from the Schulich School of Business. Additionally, in the same year, they received a Lean Six Sigma Green Belt training.