Phil Hencel

CX & Consumer Engagement

• Directed daily CX operations for professional enablement organization supporting thousands of consumers across phone, email, digital, and live service channels.
• Increased enablement sales revenue 3-10% YoY optimizing sales strategies and expanding market reach.
• Improved key KPIs including response time, first-contact resolution, satisfaction scores, and communication quality.
• Ensured consistent brand tone and experience throughout the consumer lifecycle.

Leadership & Team Support

• Guided hybrid team members supporting onboarding, troubleshooting, experience recovery, and journey communication.
• Developed team training, refreshers, SOPs, and QA scoring to elevate service consistency and accuracy.
• Fostered high-engagement, accountable team culture that encouraged ownership and feedback-driven improvement.

Operational Management & Analytics

• Produced weekly and monthly dashboards summarizing VOC data, KPI trends, root cause themes, and improvement recommendations.
• Partnered with internal IT, Ops, Accounting, and Marketing to resolve service-impacting issues and standardize processes..
• Mentored team members on best practices in customer engagement and support.
• Drove full lifecycle consumer experience, resulting in high retention, trust, and repeat engagement.
• Strengthened executive alignment and consumer trust during the launch of multiple new service offerings.

• Operated snow plow equipment to ensure safe road conditions during winter weather events.
• Trained new operators on safety protocols and equipment handling procedures for improved compliance.
• Operated snow plow for Municipal government to support safe travel for local citizens.
• Worked in parking lots, roads and driveways to handle needs of businesses and residential customers.
• Supported fellow team members during peak snowfall events, working 40-60 hours when necessary to complete all assigned tasks promptly, in addition to maintaining all responsibilities for primary employer.

• Developed and maintained relationships with key global clients to drive account growth.
• Collaborated with cross-functional teams to deliver tailored solutions for client needs.
• Analyzed market trends and competitor activities to identify opportunities for expansion.
• Oversaw global product development and partner relationships, enabling footprint expansion into new markets.
• Delivered tailored presentations to prospective clients showcasing the company''s unique value proposition, driving higher conversion rates from proposal stage to contract signing.
• Developed and maintained strong relationships with key stakeholders in client organizations to foster long-term partnerships.
• Provided ongoing training and development opportunities for team members to enhance their skills in managing global accounts effectively.
• End-to-End Responsibility (Commission-Driven Model)
• Solely accountable for marketing, communication strategy, consumer outreach, pre-sales engagement, project management, and post-sales service.
• Drove full lifecycle consumer experience, resulting in high retention, trust, and repeat engagement.

Achievements

• Consistently ranked top 5 in revenue KPIs for 11 consecutive years in a 100% commission based environment.
• Forged and maintained strategic consulting and enablement partnerships with key government and defense organizations across EMEA, including the Israeli Defense Forces, Ministry of Defense, and Infrastructure Fund.
• Strengthened executive alignment and consumer trust during the launch of multiple new service offerings.