Frank McConnell · Ready to go live

Experience

Live · February 2026 to present · Remote

Lead discovery, implementation, onboarding, and post-launch support for 10+ customer deployments of the flagship voice AI platform.
Act as the main implementation partner to Product, Engineering, Sales, and Customer Success, so customers launch well and keep using it.
Created the implementation checklist and kickoff-through-go-live plan that the entire customer ops team now uses, giving every customer launch the same clear steps.
Led the migration from Zendesk to Intercom, designing the workflows, documentation, and support processes for the new platform.
Created support workflows for cases Intercom doesn’t handle natively, making support more consistent across the team.
Mentor teammates in prompt and context engineering to improve conversation quality and implementation success.
Bring recurring customer feedback to Product and Engineering to shape what gets built next.

Shipped · September 2025 to November 2025

Owned the production system prompt behind AI sales and support experiences for 100+ ecommerce brands.
Designed, tested, and tuned prompts for AI that handled thousands of customer conversations a day.
Built automated LLM evaluation pipelines with scoring rubrics and regression tests to raise response quality and cut regressions.
Shipped production releases for compliance, promotions, escalation logic, and customer experience on tight timelines.
Prioritized improvements with Product, Engineering, and Operations based on customer feedback and business goals.

Shipped · February 2025 to September 2025

Co-developed and launched an AI-powered SMS sales and advertising platform, growing it from 0 to more than 400,000 subscribers.
Ran A/B tests that lifted SMS conversion from roughly 1–2% to 5–6% and response rates from about 5% to as high as 30%.
Built workflow automations in Zapier and Retool for internal operations and partner processes.
Launched platform improvements with Product, Engineering, and Operations using data-driven experiments.
Found operational bottlenecks and replaced manual work with scalable solutions.

Shipped · April 2024 to February 2025

Built automated QA dashboards and reports in Google Sheets and Apps Script, saving leaders dozens of hours of manual reporting each week.
Designed and delivered office-wide training on sales practice, customer communication, and high-volume support.
Managed Zendesk escalations and coordinated fixes across departments.
Created reporting that improved performance visibility, coaching, and quality assurance.
Supported process improvements that made the sales organization more consistent.

Shipped · May 2023 to April 2024

Ranked among the top performers in revenue, conversion rate, and sales volume through data-driven customer engagement.
Handled about 400 inbound customer conversations a day across sales, support, and escalation.
Wrote internal documentation that improved onboarding, brand knowledge, and messaging consistency.
Wrote customer-facing messaging and sales copy in the brand’s voice.

Operations: Customer implementations, client onboarding, workflow design, process documentation, cross-functional collaboration, project coordination, change management
Product: Product operations, prompt engineering, prompt optimization, LLM evaluation, AI quality assurance, product launches, feature testing, conversational AI
Customer: Solutions engineering, customer success, technical support, escalation management, stakeholder communication, training and enablement
Tools: LLMs, LLM eval pipelines, Replit, Retool, Zapier, Apps Script, Intercom, Zendesk

Arizona State UniversityBachelor of Science in Communications · Summa Cum Laude · GPA 3.9