Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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ELLCENTRELL C. PHILLIPS

Columbia,South Carolina

Summary

  • Passionate and experienced leader with 27+ years in Customer Service, Technical Support, Employee Resource Groups (ERGs), and Human Resources experience. Responsible for the recruitment, selection, and onboarding. Experienced with performance management, training, policy development and implementation, employee relations, and recognition. Knowledge of human resource and labor relations laws. Equipped with forward-thinking skills to drive innovation using project management. Strong communication skills that aid in the coaching and development of global teams with a track record of revenue-driven high-performers and solid business acumen.

Overview

24
24
years of professional experience

Work History

CUSTOMER SERVICE SUPERVISOR

Verizon Communications Inc
08.2007 - 08.2024
  • Exceeded key performance indicators (KPIs) goals and remained in the top 10% of overall performance metrics
  • Strong analytical skills, with the ability to translate data into strategies and actionable insights for Senior Leadership
  • Conducted upskilling and professional development training.

GLOBAL LEADER

NATIVE AMERICANS ERG, Verizon Communications Inc
01.2022 - 12.2023
  • Achieved 98% employee resource group satisfaction and cultural awareness with a membership of 2500+ employees globally
  • Collaborated with the Human Resources department to develop training programs aimed at enhancing job satisfaction among employees and promoting Diversity, Equity, and Inclusion (DEI)
  • Conducted Senior Leadership professional development training with those who represented departments across theorganization with an effective rating of 98% satisfaction.

TECHNICAL SUPPORT SUPERVISOR

Verizon Communications Inc
08.2000 - 08.2007
  • Achieve top revenue performance by adding additional cellular phone line sales of $100,000 with the highest customer retention rate
  • Coached and developed employees into peer coaches who increased the overall center revenue performance by $250,000 in phone insurance sales
  • Created training material to be used as a quick reference guide to ensure employees follow company guidelines.

Education

Ph.D - Organizational Leadership

Columbia International University

Master of Arts - Management & Leadership

Webster University
St Louis, MO

Master of Arts - Human Resource Development

Webster University
St Louis, MO

Bachelor of Arts - Mass Communications

Grambling State University
Grambling, LA

Skills

  • Performance Evaluation
  • Workflow Management/Forecasting
  • Call Center Operations
  • Project Management
  • Customer Relationship Management (CRM)
  • Title VII, ADAAA, ADEA, EEOC Laws
  • PowerPoint, ZOOM, Excel, MS Office
  • Cross-Functional Collaboration
  • Employee Relations Management
  • Employment & Labor Laws, ADA FMLA

Additional Information

  • HUMAN RESOURCE GENERLIST , Southeastern Freight Lines West Columbia, South Carolina | May 1993 - December 1998 Performs Human Resources customer service functions by answering employee requests and questions. Prepared employee recognition awards, scheduled employee engagement activities, supported staff and conducted data analysis. Demonstrated ability to develop and implement strategic plans and solutions in a customer-focused environment.

Timeline

GLOBAL LEADER

NATIVE AMERICANS ERG, Verizon Communications Inc
01.2022 - 12.2023

CUSTOMER SERVICE SUPERVISOR

Verizon Communications Inc
08.2007 - 08.2024

TECHNICAL SUPPORT SUPERVISOR

Verizon Communications Inc
08.2000 - 08.2007

Ph.D - Organizational Leadership

Columbia International University

Master of Arts - Management & Leadership

Webster University

Master of Arts - Human Resource Development

Webster University

Bachelor of Arts - Mass Communications

Grambling State University

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ELLCENTRELL C. PHILLIPS