Call Center Customer Service
Resume:
James A. Philip JR
Adelphi, Md. 20783
**************@*****.***
PROFESSIONAL SUMMARY
Highly motivated, career oriented management professional with diverse and successful experiences maintaining fast-paced and pivotal roles within dynamic environments. Proven ability to recognize opportunities and take proactive measures. Established experience in business strategies, applications and management. Successfully orchestrating complex projects resulting in consistent shareholder confidence and returns. Experienced in customer service, administrative processes, call center leadership and management. Demonstrated proficiencies with financial management, operations, research, policy and project management. Effective leader with the ability to empower, and lead customer and sales driven teams to achieve business objectives and corporate visions. Additional expertise in:
Operation Management Quantitative and Qualitative Research Practices
Project and Program Management Human Resources and Business Consultant
Call Center Development and Management Sales Management and Training
Design and Implementation of Best Practices Training and Staff Management
Recruitment and Hiring of Employees Business Analysis and Compliance
CORE COMPETENCIES
Provided business and management consulting, strategic growth, resource management and quality assurance for organizations in need. Designed and implemented strategic action plans to help
Organizations increase profitability, productivity, and employee retention.
Served as Director of Sales. Responsible for developing, executing, and promoting company brand in support of Bourne Resources organizational goals.. Responsible for strategic planning, developing, and implementing systems and processes to gather, analyze and present information to support strategic decisions. Recruited, hired, trained, developed and monitored company employees and contractors. Sold and negotiated all service contracts, in accordance with company financial goals. Developed new and long standing revenue streams, and relationships. Increased profit share by developing new client base, and referral sources. Implemented credit and collection policies and procedures. .
Organizational consultant recognized for process improvement design and implementation.
Initiated and implemented an employee recognition program for Citywide Mortgage. Resolving long-standing issues impacting employee retention - reduced attrition by 80%, reduced hiring and training expenses, and elevated department morale and job satisfaction ratios.
Accomplished and developed strategic and tactical oversight of a multi-million dollar call center with 75 direct reports, 4 quality and research coordinators.
Restructured credit and collection operations of Fortune 500 Corporation. Developed and implemented customized solutions for administrative and operation processes, implemented new procedures and staff alignment reducing department costs, .
Developed and managed team of 35 Sales representatives responsible for managing multi- million dollar loan portfolio.
Rejuvenated severed client relations through provision of expert customer care procedures. Streamlined staff responsibilities and increased overall production 42%.
Recognized for Call Center Leadership and Outstanding Performance, received Senior Vice President Nomination for Retail Management Candidate Program.
Experienced in Project and Program management. Developing, implementing, and administering comprehensive administrative policies and procedures.
CAREER PROGRESSION
Multi Branch Manager
Trugreen 2020 to present
Regional Sales Manager
Cartvertising, Atlantic Region 2012 to 2020
Regional Sales Manager 2010 to 2012
Diamond Resorts
Director of Sales 2000 to 2010
Bourne Resources Inc., Washington, DC
Sales Manager 2004 to 2009
Citywide Mortgage, Landover Md
Marketing Manager 2000 to 2004
Medallion Security Door & Window, Forestville Md.
Operations Manager 1995 to 2000
Franklin Acceptance Corporation, Greenbelt, Md
Collections Manager 1987 to 1995
NCO Financial, Odenton, MD
EDUCATION
B.S., Business Management, Minor, Communications
Southeastern University, Washington, DC
TRAINING
American Institute of Banking, Retail Management Associate, 2006
United States Army Reserves 1981-1986
Leadership Training, American Institute of Banking, 2002
PROFESSIONAL MEMBERSHIPS
Member, International Leadership Association, 2010
Member, Society for Human Resource Management, 2009
Member, Mortgage Bankers Association, 2005
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