Steve Franklin

Steve Franklin has held various roles in the corporate world since 2000. Steve started their career at Capital One as a Retention Manager, where they led call center teams of 20+ associates responsible for retaining and upselling profitable clients. Steve was able to boost the monthly retention rate up to 45% for the sub-prime market and up to 20% for the prime market, resulting in Top 3 Team recognition three times and Top Team two times. Steve also managed two teams to a monthly upsell average of up to 25%, resulting in Top 3 Team recognition four times.

In 2001, they moved to Landamerica Financial Group as a Bank Reconciliation Operations Manager. During their time there, they effectively worked with all organizational levels, managing the Customer Service, Risk Analyst, Check Retrieval, Mail Center, and Document Management Departments. Steve also established the Customer Service department with the objective of resolving financial risk exposure.

In 2010, Steve joined Radio Systems Corp (formerly Premier Pet Products) as a Senior Manager of Inside Sales and Customer Care. Steve directed the management and performance for the Customer Service, Inside Sales, Sales Support, Order Management, and Returns Departments. During their time there, they ensured profitability and adherence to growth, brand, and marketing strategies. Steve also led customer service initiatives, achieving an 85% service level, 90% customer satisfaction, 90% associate satisfaction, and B2C annual sales of $2M.

In 2014, they moved to The Minacs Group as a Team Lead. During their time there, they led the management and performance of the Coverage Review Department associates. Steve also oversaw staffing to ensure departmental and team metrics, quality standards, and budgetary scheduling standards were achieved.

Finally, in 2017, Steve joined EPIC Pharmacies, Inc. Steve has held three roles there, starting as the Manager of Member Relations, then the Director of Member Relations, and currently the Director of Compliance and Member Relations.

Steve Franklin has a Bachelor of Science (B.S.) in Business Management from Virginia Commonwealth University - School of Business and studied Psychology at Virginia Wesleyan University.