Darryl Phillips
Aurora,Illinois
Summary
Extensive experience optimizing operation and reputation of diverse companies through outstanding customer service, management, and team leadership expertise. Accomplished and versatile professional with proven ability to guide daily administrative operations and supervise / mentor customer service teams, meeting organizational objectives and serving as change agent in facilitating process improvement initiatives. Articulate and collaborative communicator and leader with talent for providing superb customer service / support; establishing strong rapport with colleagues and subordinates; and recruiting, interviewing, hiring, and supervising high quality staff. Recognized contributor with skill and abilities well suited to diverse environments including water, oil / gas, education, telecommunications, off-track betting, and online services.
Overview
28
28
years of professional experience
Work History
Community Outreach Liaison
Office of the Illinois Attorney General
01.2019 - Current
- Established an extensive network of contacts within the community, promoting collaboration across sectors for mutual benefit.
- Enhanced community engagement by organizing and leading educational events and workshops.
- Strengthened relationships with local organizations through regular communication and collaborative initiatives.
- Coordinated volunteer recruitment efforts, increasing the number of active participants in various community projects.
- Facilitated partnerships between diverse stakeholders, fostering a sense of unity among different groups within the community.
- Maintained detailed records of outreach activities, providing valuable data for future planning and performance evaluations.
CUSTOMER FIELD SERVICE MANAGER
Aqua America, Inc.
01.2010 - 01.2013
- Charged with the management of the Customer Service activities in the company which includes planning, organizing, staffing, budgeting, coordinating, directing, and controlling all Customer Service activities in the Divisions. Key Responsibilities include:
- Manager in charge of all customer service activities for the Company involving meter reading, billing, customer accounting, meter installation and maintenance, complaint response and follow-up, customer contacts and compliance with applicable federal, state and municipal regulations.
- Responsible for attaining established statewide Customer Service objectives, including performance metrics.
- Oversees the maintenance of complete and up to date customer accounting information, both on the computer and manually.
- Establish and promote effective customer service techniques to expedite solutions to customer complaints in compliance with the Illinois Commerce Commission requirements, including applicable Tariffs.
TEAM LEAD
British Petroleum (BP)
01.2007 - 01.2010
- Charged with directing team of 10-25 exempt professionals who research and resolve complex supply chain billing issues, supporting various customer segments. Completed performance reviews, development plans, and capability assessments; meeting schedules and deadlines. Interfaced with training teams to develop / maintain training, capability programs, and knowledge management and enhancements to ensure continuous team member growth. Provided business insights into team achievements, performance against targets, and formal issue management by participating in operational reviews, internally and with key partners.
- Optimized company’s operations by integrating and stabilizing $300M business segment from outdated support model to BP’s standard support model.
- Enhanced department’s ability to meet 2009 and 1Q of 2010 invoice accuracy target of 99.1% by collaborating effectively with cross-functional teams to maximize performance and process management.
SUPERVISOR
FirstServ (CheckFree) Corporation
01.2006 - 01.2007
- Spearheaded high quality performance of team of 18 customer service associates, assessing and assigning staff to tasks based on abilities and experience. Ensured superb customer service by mentoring staff and resolving complex client issues when necessary. Facilitated identification of operational needs; collaborating with cross-functional teams to determine solutions, formulate new procedures, train associates, and monitor new efficacy plans. Performed operational quality checks and staff interviewing, hiring, reviewing, performance management, and attendance tracking; implementing corrective actions.
- Maximized company’s operations by building and sustaining high functioning customer service team and serving as change agent for process improvements.
OPERATIONS MANAGER
Intertrack Partners
01.2003 - 01.2006
- Guided daily operations for Joliet Off-track Betting facility including food preparation, sales, financial management, and profit generation. Hired, trained, and supervised administrative and kitchen staffs.
- Strengthened profits for company by maintaining low food and labor overhead, reducing food costs by 10%.
- Enhanced facility’s growth and reputation by planning menus to accommodate diverse customer base and developing marketing and sales strategy for promoting existing products and new initiatives.
- Spearheaded the opening of the new Bookie Magee’s (Joliet) location specifically overseeing installation and setup of the food and beverage operational area.
MANAGER / CUSTOMER CARE
Sprint PCS
01.1999 - 01.2002
- Championed attainment of workforce management (WFM) solutions to meet call center business requirements. Facilitated performance of exempt-level analysts, providing development, encouragement, and motivation. Directed multiple projects and functions involving WFM processes and created schedules based on historical data to meet forecasted line requirements. Accountable for deployment of people, processes, and activities on a real-time basis. Provided operational management support during long-term leave of absences.
- Shepherded impressive performance and profitability of 10 customer care team leaders by providing targeted coaching and leadership.
- Optimized company’s operations by improving segment entry accuracy by 13%, automating process for vacation scheduling and shift selection, and creating on-line forms to transform call center into paperless environment.
MANAGER
AT&T (Ameritech)
01.1998 - 01.1998
- Controlled daily operations of business repair call center, ensuring timely resolution of all service problems including system outages and center call performance. Accountable for workload management, new service installation support levels, and trouble analysis. Supervised 18 maintenance administrator direct reports and interfaced with vendors. Provided training and process improvement / implementation and conducted monthly and annual employee evaluations.
- Increased service level effectiveness by 13% by utilizing effective coaching techniques, emphasizing key call handling skills and implementing WFM principles.
- Improved call center effectiveness by establishing escalation desk, utilizing team leaders.
Education
Bachelor of Science - Management
University of Phoenix
Phoenix, ArizonaSkills
- Microsoft Windows XP / Office Suite (Excel, Word, PowerPoint, and Outlook) / Project
- Seibel
- SAP
- EWorkforce 2000
- Lotus Notes
- Myspace
- Community engagement
- Volunteer recruitment
- Project leadership
- Data tracking
Timeline
Community Outreach Liaison
Office of the Illinois Attorney General
01.2019 - Current
CUSTOMER FIELD SERVICE MANAGER
Aqua America, Inc.
01.2010 - 01.2013
TEAM LEAD
British Petroleum (BP)
01.2007 - 01.2010
SUPERVISOR
FirstServ (CheckFree) Corporation
01.2006 - 01.2007
OPERATIONS MANAGER
Intertrack Partners
01.2003 - 01.2006
MANAGER / CUSTOMER CARE
Sprint PCS
01.1999 - 01.2002
MANAGER
AT&T (Ameritech)
01.1998 - 01.1998
Bachelor of Science - Management
University of Phoenix
CORE COMPETENCIES
- Customer Service / Team Leadership
- Operations Management
- Problem Solving
- Strategic Planning
- Staff Recruiting / Hiring / Supervising
- Marketing / Sales
- Quality Assurance
- Relationship Building
- Workforce Management
- Process Improvement
- Project Management
- Knowledge Enhancement
CAREER NOTE
Additional positions as Customer Service Manager and Instructor for AT&T (Ameritech), Call Center Supervisor for Harris Bank, and Admission Advisor for AIU Online (Career Education Corporation. Details upon request.
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