Frank Caballero
1690 Berkshire Hill Drive • Duluth, GA • (786) 261-8775 •
Senior Level Leadership
Operations Management ~ Change Management ~ Business Development ~ Vendor Management ~ Client Services ~ Training/Development ~ Consulting ~ Litigation ~ M&A Experience
An accomplished, forward-thinking, strategic-minded executive with significant expertise in leadership, business development, call center operations, sales and marketing with transferable skills critical to the overall success of organizations in multiple industries.
· Over 20 years of senior level operations management experience.
· Successfully expanded companies on a national level through acquisitions and organic growth.
· Managed through entire lifecycles of corporations, from start ups, through growth as well as closing and/or relocating others.
· Solid working knowledge of budgeting, strategic planning, and implementation.
· Knowledgeable and experienced in the principles that maximize operational efficiencies and reduce cost.
· Recognized as a leader in successfully effectuating organizational change through close collaboration with others.
· Proven record of successfully leading, motivating and developing employees in a past paced, high stress environment.
· Possess superior interpersonal and communication skills to build mutually beneficial relationships, and facilitate/ influence decision makers at all levels of an organization.
Selected Career Contributions
Wynn’s Extended Care/P.E.C. Inc.
· Member of the Executive team with successful Mergers and Acquisitions.
· Led the IAS and PAA business units with P&L responsibility within the PAIG group of companies.
· Streamlined processes and created staffing models resulting in a 10% staff reduction.
· Enhanced adjudication process and converted a $42M claims reserve deficit into a profit within 4 years.
· Improved the service factor call level (speed of answer) from 42% to 97%.
· Improved agent relationship and reduced complaints regarding corporate operations.
· Reduced call to claim resolution rate from 4.1 : 1 to 1.7 : 1.
· Reduced litigation cost by $250k+ per year.
· Acclimated both locations to a single culture and achieved continuity between the two.
· Successfully integrated Miami’s proprietary computer software into the LA office in 2003.
· Moved LA operations to Miami in a seamless fashion in 2008.
· Authored procedures manuals for all of the departments to establish companywide policy.
Warranty Risk Consulting, Inc
· Served as expert and fact witness on several major arbitrations between insurers and third party administrators resulting in favorable awards to my clients in excess of $55M.
· Started a new TPA, staffed and trained the employees in all the departments for a large client.
· Implemented operational changes within third party administrators resulting in improved claims reserves losses to my clients in excess of $100M.
Frank C. Caballero • • PAGE TWO
Professional Experience
SafeGuard intl • Atlanta, GA • May 2015 – Present
Director of Warranty Claims – Oversee the daily functions of the VSC, GAP, External Audits, Theft, Offlease, PPM and Vendor Management departments.
WARRANTY RISK Consulting • Homestead, FL • January 2000 – June 2002, August 2010 - May 2015
President/Owner – Lead consultant on all projects. A consulting firm which provided consulting services to major reinsurance companies (i.e. Lloyd’s, Zurich RE, ACE, Reliance, AIG, etc.) in regards to the third party vehicle service contracts, as well as brown and white goods administrators which they insured in North America. Services consisted of operational call center audits including the assessment of personnel, phone systems, computer systems, training, documentation, claims processes, litigation, checks and balances in the organization. Provide consulting services to corporations in the areas of business development, call centers, product development, expansion (domestic and international), distribution channels, change management, succession planning, etc.
Road America motor club • Miami, FL • May 2010 – August 2010
Director of Service Provider Network - Oversee the daily functions of the national provider service network, claims and physical damage departments. Duties included contract negotiations with service providers and physical damage litigation oversight. Responsible for the training and development of all staff members in each department.
Wynn’s Extended Care/P.E.C. Inc. • Brea, CA and Miami, Florida • June 2002 – March 2010
COO/SVP of Operations – Oversee the daily functions of the entire operations in Miami and Los Angeles offices, including legal, compliance, client services, claims, customer service, claims auditing, underwriting, data entry, quality control, cancellations, fulfillment, HR and general office departments. Responsible for new product development, long term strategic planning and budgeting of the operations. Liaison to field agents, vendors and reinsurers. P&L responsibility for IAS and PAAI.
Phoenix American Insurance group • Miami, Fl • September 1987 – December 1999
VP of Claims - Responsible for the overall daily functions of the claims and customer service departments. Analyzed new products on the market and determined liability by projecting the frequency and severity of their losses, resulting in an underwriting profit for the insurer. Visited dealers and agents to establish, improve or maintain good communications with our corporate office and market our products. Collaborated with IT to develop a proprietary cutting edge system now used by the company. Developed standards of performance for all the positions resulting in accurate assessments. Set up and administrated the automated phone system which increased call center efficiency.
Education
BS in Business Administration from Florida International University 1992 Bilingual – Spanish
Certifications: NADA, Crusader Marine, MerCruiser Marine, GM Master Technician, Florida State Auto Inspector, NIASE Certified.