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Mr. Frank Burhance

Mr. Frank Burhance - American Public University System (APUS)

Vice President, Service Operations

Frank Burhance leads the university’s mission to create a superior student experience and works closely with all student-facing departments to streamline processes and identifying opportunities for positive change.

Mr. Burhance joined the university in 2017 bringing with him 25 years of customer-centric experiences working with companies and customers to increase market share and profitability, gain efficiency, and optimize operations. He has an extensive range of experience across a number of industries and companies including the Cardean Learning Group, The Hartford Financial Corporation, Shutterfly, MCI, My Publisher, and Pitney Bowes. His focus includes all aspects of operations management, outsourcing, customer relationship management, customer care, marketing, program management, human resources, training, and sales management.

As part of Modem Media’s sales and service consultant team, Mr. Burhance provided onsite, domestic and international consulting to improve key performance indicators and enhance the customer experience. As a senior consultant, he assisted clients, including IBM, Delta Airlines, General Motors and Kraft Foods, in the development of their contact center roadmaps. These companies benefited from Mr. Burhance’s vision for performance improvement programs, along with the selection and implementation of customer care technology platforms to service and support customers with greater overall efficiencies. He also played a critical role in the redesign and change management effort to implement self-service and a new global SAP rollout to support a 35,000 person sales and operation organization.

Mr. Burhance is a graduate of Marist College, with a Bachelor of Arts degree in Communications. While attending Marist, he was a scholarship athlete for the Marist Men’s swim team. During his college years, Mr. Burhance enjoyed coaching a community swim team, working as the waterfront director for a local parks and recreation summer camp, and supervising the Marist College athletic facility. He continues to be involved in athletic programs today by competing in regional and national age-group triathlon events. Mr. Burhance strives to promote a combination of community service, youth mentoring, and sportsmanship as an active member of his college alumni board, being a sponsor of a number of youth sports programs which support the combination of mind and body care and wellness for young adults. He is a former Chairman of the Western Connecticut Brookfield YMCA Advisory Board.