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ad28xi@r.postjobfree.com • 808-***-****

https://www.linkedin.com/in/kit-phillips

Fayetteville, NC

Director, Customer Success

Experienced director with proven track record in developing business through data driven insights and software enablement.

Highly qualified manager with extensive experience analyzing data, providing insights, and streamlining businesses. Forward-thinking with the ability to provide technology solutions to optimize processes and improve KPI’s. Areas of Expertise

● Marketing Measurement

● Strategic Insights

● Data Analysis and Integration

Career Experience

● Software Training

● Research and Analysis

● Project Management

● Relationship Building

● Customer Satisfaction

● Team Leadership

Maximus, Inc., Blythewood, SC 2021 – Present

Certified Customer Service Representative, Level 5 Public Trust Security Clearance Educate borrowers on ever changing policies and procedures for Public Service Loan Forgiveness Program, Biden- Harris Debt Relief. Assisted buyers with responses for dealing with predatory/fraudulent higher learning institutions and with obtaining credible federal or state aid for higher education.

● Consistently achieved 100% quality assurance score by reviewing quality assurance scores to make necessary adjustments.

● Successfully assisted 99% of borrowers without transferring to colleagues or other departments by providing updated information on debt relief and student loan forgiveness. Maximus, Inc., Blythewood, SC 2019 – 2020

Certified Virtual Trainer, Public Trust Security Clearance Trained new employees and provided ongoing training for customer service representatives, supervisors, and other contact center staff. Led virtual trainings and weekly team meetings in response to Covid-19 pandemic. Directed quality assurance audits to identify performance issues, provide coaching, monitor post-coaching performance, and utilize KPI’s to plot improvement. Identified and escalated field enumerator threat calls as necessary.

● Certified over 800 site employees, operations personnel, and suitability staff, delivering over 6.3K hours of training at United States Census Bureau Census Questionnaire Assistance contact center.

● Delivered virtual training, leading to 780K outbound calls and 461K inbound calls with total quality and adherence score of 97% site-wide.

Richland One School District, Columbia, SC 2017 – 2018 Theatre Instructor

Developed and implemented student-based hands-on, curriculum to maximize student interest and receptive learning. Created lesson plans in line with state requirements. Improved class rules to streamline classroom management and encourage accountability.

● Reduced student to student conflicts by providing mentoring and counseling to over 100 students with social and academic issues at two Title 1 schools.

● Utilized conflict resolution to strengthen student, parent, and teacher relationships, leading to increased parental involvement.

Midlands Health Center, Columbia, SC 2015

Marketing Director, Event Planner

Kathleen Gayle Phillips

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Cold called potential clients to increase customer base and boost revenue. Created and delivered presentations on benefits of chiropractic care to various organizations, including schools and state government entities. Cultivated long- lasting client relationships through continued contact and quality service.

● Cultivated strategic relationships with over 75 local state and federal human resource professionals to improve health and wellness programs, leading to higher morale, reduced absenteeism, and less frequent injuries.

● Increased booked-to-showed patient percentage from 0% to 50% within two months by cultivating strong client relationships and providing clear and concise educational materials outlining chiropractic program benefits. Additional Experience

Department of Defense, Print Services, Interim Secret Clearance, Fort Leavenworth, KS Education

Bachelor of Science in Communications, Cum Laude

Austin Peay University, Clarksville, TN

Languages

English, Native

Italian, Basic

Certifications

CSR

HIPAA for Business Professionals

Data Stewardship and IT Security

Title 13 Sensitive Information

Technical Skills

Microsoft Office

Microsoft Dynamics 365 (Cen Desk)

Cisco Jabber

Mac iWork Suite

SharePoint

Adobe Connect

Adobe Virtual Classroom

Calabrio

Avaya

Citrix

Microsoft Teams

Zoom

Power Teacher

Smartboard

Softphone

Common Origination and Disbursement

National Sudent Loan Data System

PAS

Central Processing System

Taleo

Salesforce Customer Relationship Management

Salesforce Digital Curation Centre

Qfinity

Workday

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