Summary
Overview
Work History
Education
Skills
Websites
ADDITIONAL TRAINING
PERSONAL DEVELOPMENT
Timeline
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Rachael Frank

Charlotte,NC

Summary

Strategic and results-driven operations leader with over 8 years of experience driving scalable team growth, service excellence, and cross-functional collaboration. Proven expertise in client services, enrollment operations, and AI-powered process innovation. Adept at aligning teams and technologies to deliver measurable outcomes in high-growth environments. Experienced leader with a strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Overview

9
9
years of professional experience

Work History

Director, Client Services

FitOn Health
09.2024 - Current
  • Lead the scale-up of a national remote client services team, building operational frameworks to support seasonal growth.
  • Design and manage service-level agreements (SLAs), key performance indicators (KPIs), and internal systems for performance tracking for Commercially sponsored and Medicare sponsored healthcare members.
  • Oversee onboarding and optimization of enterprise platforms to streamline workflows and service operations.
  • Spearhead the development of AI-integrated voice and chat tools to enhance customer and employee experience and reduce labor costs.

Director, Member Enrollment and Operations

Twin Health
01.2022 - 08.2024
  • Grew enrollment team size by 400% in under two quarters, increasing operational capacity and efficiency.
  • Developed and executed hiring, coaching, and performance evaluation strategies to foster high-performing teams.
  • Procured and implemented three enterprise platforms, overseeing design, deployment, and training.
  • Enhanced lead generation and communication channels, improving both inbound and outbound conversion rates.

Operations Manager, Enrollment

Virta Health
12.2019 - 05.2022
  • Managed, onboarded, and coached 30+ team members, maintaining 90% performance-to-goal success.
  • Developed quality assurance protocols to boost cross-functional KPIs and internal collaboration.
  • Led special projects focused on continuous improvement using data and feedback loops.
  • Drove 60% YoY growth and 2% YoY patient retention gains by aligning operational efforts with cross-functional teams.

General Manager, Sales

Rise Nation Fitness
05.2018 - 06.2019
  • Oversaw development and launch of three fitness studios, leading market expansion and CRM implementation.
  • Recruited and trained 20+ staff, establishing operational standards for new locations.
  • Maintained industry-leading membership conversion rates (35%).

Sales Manager, Membership

Colorado Athletic Clubs
05.2016 - 04.2018
  • Consistently achieved 93% of monthly sales quotas, driving B2B and client account growth.
  • Increased team sales performance from 70% to 90% through coaching and strategy.
  • Conducted 75+ outbound calls daily to build strong member relationships and secure corporate accounts.

Education

Bachelor of Science - Exercise Science / Kinesiology

San Francisco State University
San Francisco, CA
01.2010

Skills

  • Proficient in HubSpot, Salesforce, and experience with ZenDesk
  • Database querying and visualization
  • Skilled in utilizing Google Suite tools
  • JIRA and Confluence project management
  • Skilled in Slack collaboration tools and workflows
  • Proficient in AirCall, DialPad, and Talkdesk
  • Efficiency-focused operations management
  • Team and Contributor Development
  • AI/Automation Integration
  • Inbound/Outbound Operations Strategy Planning
  • Vendor procurement, implementation, and adoption
  • Performance metric management
  • Employee recruitment and retention

ADDITIONAL TRAINING

SQL / Data Analysis, General Assembly (2022)

PERSONAL DEVELOPMENT

Actively pursuing training in data analytics, AI automation, and strategic leadership to enhance operational expertise. Currently learning French. Completed third amateur bodybuilding competition.

Timeline

Director, Client Services

FitOn Health
09.2024 - Current

Director, Member Enrollment and Operations

Twin Health
01.2022 - 08.2024

Operations Manager, Enrollment

Virta Health
12.2019 - 05.2022

General Manager, Sales

Rise Nation Fitness
05.2018 - 06.2019

Sales Manager, Membership

Colorado Athletic Clubs
05.2016 - 04.2018

Bachelor of Science - Exercise Science / Kinesiology

San Francisco State University

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Rachael Frank