Customer Service Manager
Resume:
Casandra Phillips
Newark DE. ****2
**************@*******.***
Objective
To obtain a position in which acquired expertise, creative talents and commitment to excellence will have valuable
application with an opportunity for continued learning and development . Seeking unique environment in which
proven long-term leadership, demonstrated ethics and integrity, as well as flexibility to proactively meet
the fast changes in the marketplace can be utilized.
Summary of Qualifications
• A verifiable ability to identify violations of company policies and procedures, as well as risk
involved, coupled with ability to foster a compliance culture while optimizing relations with
regulators.
• Able to address regulatory matters in daily activities to ensure regulatory requirements and
operating practices are followed in assigned areas; particularly in areas of business that entail a
high degree of regulatory compliance and reputational risk.
• Experienced with reviewing case files, customer accounts and all other relative documentation
and contracts, made and analyzed recommendations for changes in policies and procedures
• Ability to communicate with all assigned departments within organization to obtain any missing
information from customers files including customer and company documented correspondence
• Coached and counseled staff in an effort to mitigate risk, while conducting thorough due diligence
investigations and reviews.
• Interacted with all levels of management, as well as peers and subordinates and communicated
results and expectations.
• Supported multiple business units by functioning as a subject matter expert and by answering
questions and performing case reviews, documentation reviews, conducted call monitoring and
calibration sessions.
• Processed subpoenas, address customer complaints directed to Executives within the
organization- made decisions and acted on Executives’ behalf, to include but not limited to the
Chief Executive Officer, President and Vice President.
• Responded verbally and in writing to customers, regulatory agencies and worked closely with Law
Department to ensure all responses are legally sound.
• Worked with consultants to create training materials, trained staff and ensured Executives were
informed about results of all investigations, trends, customer irritants and recommended changes
for policies and procedures.
• Worked closely with external counsel to strategize for court cases, compiled data for attorneys,
testified in court cases as expert witness.
• Strong background in supervision, staff training and development and championed continuous
improvement efforts by making recommendations to ensure quality service.
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Casandra Phillips
Professional Experience
Discover Financial Services, LLC. New Castle, DE.
Corporate Headquarters Exempt Employee- Executive Office, Staff Associate, 09/1999 to 07/2009
• Cross-trained and experienced in areas of Banking, Home Loans, Student Loans, Personal
Loans, Home Equity Lines of Credit, Collections, Merchant Services, Customer Service and
Affinity Accounts, handled escalated Customer complaints, calls or investigations directed to
company’s Executives.
• Developed training materials and trained employees at the Delaware site and Ohio site, coached
and provided feedback.
• Responded to regulators and maintained positive relationships, conducted file reviews for multiple
assigned business units and communicated with Regulatory Agencies and Attorneys regarding
identified concerns, maintained documentation and information in database.
• Work closely with Law Department to develop legally sound responses and reviewed policies and
procedures for all cases initiated by regulators and shared recommendations with related
departments. Discussed findings with Executives, processed subpoenas.
• Made recommendations for changes to policies and procedures, ensured approved changes are
implemented. Responsible for reporting, monitoring assigned departments for quality and
determined if any additional training or support was needed, met with Department Managers to
discuss findings and recommendations, documented employee files with Protocol information
when violations were discovered, discussed incidents with Management in various departments.
• Compile data, strategize with external counsel, testify in court cases, represent company in
mediations, was given settlement authority.
• Conducted quality reviews and other projects as assigned, draft OFAC documents
Customer Service Team Coach, 05/1996 to 08/1999
• Provided support for Customer Service Manager, managed team in Team Leader’s absence.
• Conducted quality reviews, phone monitoring, coaching, counseling, created and administered
action plans, completed timekeeping, took escalated calls, first point of contact in escalation
scenarios, manned supervisor line, created contests to motivate employees, made
recommendations for escalation of action plans, created and conducted recurrent training
programs
• Conducted team meetings to communicated goals, expectations, implementation of new policies
and procedures and addressed team results, assisted with Performance Evaluations and
administered results
• One on one coaching and mentoring
• Worked on projects with Customer Service Training Department to include supervising the New
Hire Trainees during and after training until they were placed with their respective managers
• Conducted Focus Groups
• Managed various projects related to Customer Surveys, Peer Reviews and Quality
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Casandra Phillips
Departmental Trainer- Collections Department, 01/1992 to 04/1996
• Designed training materials, conducted training for all new hires and recurrent training for
Collections Department including Managers and Department Managers, cross-trained for
Customer Service, Departmental Training Tracking System Coordinator.
• Identified breakdown in processes, made recommendations for changes in policies and
procedures- worked closely with Collections Department Management to ensure changes were
implemented
• Worked on projects as assigned for the Professional Development Team Manager.
• Supervised new employees who are released from Training Department until they are assigned to
a Manager, managed Timekeeping, Performance Evaluations, recommendations for Action Plans
and Terminations, Coached and Counseled employees, conducted knowledge assessments,
quality reviews, call monitoring and shared results with Management and made recommendations
for improvements
Collections Representative, 05/1989 to 12/1991
• Inbound and outbound collection calls from Level 1 Collections to Chargeoff, responsible for
recommendation of attorney placed accounts
• Skip Tracing
• Assisted Team Coach and Manager with assigned duties such as call monitoring, quality reviews
and coaching
Accomplishments
• Pinnacle of Excellence Award Winner, 1999
• Multiple Awards for Excellence
Education
Business Honors Candidate, Bachelor of Science in Business Management and Masters of Business
Administration, Wilmington University, New Castle, DE. (currently attending). Dean’s List for Spring 2010.
Completing both degrees concurrently as a privilege granted by Business Honors Program
Bachelor of Arts and Science, Foreign Languages and Literature, University of Delaware (transferred)
Bachelor of Arts, Musical Theatre, Oklahoma City University (transferred)
Computer and Technical Skills
Microsoft Windows, Excel, PowerPoint, Word, various industry related programs
Professional Affiliations
State Licensed Realtor, New Castle County Board of Realtors
References
Furnished upon request
Contact this candidate