Zendesk, Salesforce, Kustomer
Phil Gasper
Associate Operations Manager
Columbus,OH
Summary
As an Associate Operations Manager for the last 3+ years with Upstart, I have thrived amidst ambiguity, using hard data and behavioral coaching to drive process improvement initiatives and exceptional performance.
- Led customer outreach campaigns to success after operations restructuring
- Took over written case team along with multiple administrative functions with increased productivity and quality
- Helped develop the early management team in our onboarding department before Upstart went public
Overview
11
11
years of professional experience
Work History
Associate Operations Manager
Upstart
02.2021 - Current
- Managed teams of 15-25 associates to support operational excellence through customer service.
- Monitored employee productivity and optimized procedures to reduce costs, collaborating with Operations Manager on key performance indicators and specialty projects.
- Dynamically adapt to ambiguous business needs with operational excellence.
Customer Experience Associate
Upstart
01.2020 - 01.2021
- Achieved 95% or higher completion rate in productivity score and quality assurance reviews
- Worked in 3 different specialized roles in first year of employment, contributing to operational improvement.
- Resolved customers' issues related to loan applications, servicing accounts in repayment, and hardship inquiries for first wave of COVID relief.
Assistant Team Lead
Compass Experience Labs
11.2016 - 12.2019
- Supervised 12-25 staff and contractors pert team to 95% or greater productivity and quality assurance service level goals with national and global brands
- Developed process improvements and offered actionable solutions to correct recurring issue before, during, and after scaling while coordinating weekly meetings for internal and external stakeholders and staffing.
Store Manager
Rag O Rama
05.2013 - 11.2016
- Hit sales goals of $100,000.00 or greater for first time in 2 years, including record-breaking Dollar Sale, while reconciling daily sales transactions to balance and log day-to-day revenue.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback while rotating merchandise and displays to feature new products and promotions.
Education
No Degree - Acting
The University of The Arts
Philadelphia 05.2001 -
Skills
Training and mentoring
Relationship building
Staff training/development
Coaching and mentoring
Effective leader
Delegation
Scheduling
Accomplishments
- Highest quality for Borrower Success Case Team in 2023, Upstart.
- Helped scale Compass Experience Labs from a ground floor start-up.
- Best Thrift Store in Columbus 2014 and 2016 at Rag-O-Rama.
Software
Salesforce, NetSuite, RetailPro
Shopify, Okta, Slack, NICE
Google Suite, Excel
LiveVox, BrightPattern
Timeline
Associate Operations Manager
Upstart
02.2021 - Current
Customer Experience Associate
Upstart
01.2020 - 01.2021
Assistant Team Lead
Compass Experience Labs
11.2016 - 12.2019
Store Manager
Rag O Rama
05.2013 - 11.2016
No Degree - Acting
The University of The Arts
05.2001 -