Summary
Overview
Work History
Education
Skills
Timeline
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Phillip Cook

Pensacola,FL

Summary

Dynamic customer relations professional with a proven track record in lead generation, customer relationship development, and sales. Recognized for delivering exceptional support to demanding clients while fostering long-term partnerships. Offers 20 years of experience in various roles, complemented by a strong commitment to enhancing service delivery and exceeding expectations. Passionate about leveraging expertise to drive customer satisfaction and business growth.

Overview

15
15
years of professional experience

Work History

Delinquency Control Counselor

Navy Federal Credit Union
06.2022 - 05.2025
  • Managed a portfolio of overdue accounts, consistently meeting or exceeding monthly collection targets
  • Negotiated payment arrangements with customers to resolve outstanding debts and prevent further escalation
  • Developed strong relationships with clients by providing excellent customer service during the collection process
  • Utilized skip-tracing techniques and tools to locate debtors and initiate contact for repayment
  • Maintained accurate records of all collection activities, including phone calls, emails, and correspondence

Trainer

Alorica
08.2021 - 03.2022
  • Maintained materials, curriculum, and classroom spaces for dedicated training programs.
  • Closed skill gaps identified in existing employees with well-coordinated courses.
  • Elevated performance levels and minimized compliance issues by fully training new hires.
  • Planned and executed yearly retraining on workplace behavior and safety.

Operations Team Manager

Alorica
06.2020 - 08.2021
  • Implemented quality control strategies to protect business assets and minimize waste.
  • Maintained optimal employee coverage for business needs with well-prepared team schedules.
  • Managed customer experiences with a close eye on customer and team member interactions, touchpoints, and methods of engagement.

Customer Service Representative

Alorica
08.2019 - 06.2020
  • Monitored employee productivity and optimized procedures to reduce agent and team performance trouble
  • Evaluated upcoming program plans to forecast expected resource needs
  • Managed and allocated staff and material resources to meet production goals
  • Boosted team performance with enhanced employee evaluation processes
  • Advanced productivity KPIs by leading trainings on procedures and goals
  • Provided primary customer support to internal and external customers in fast-paced environment
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.

Senior Team Manager

Alorica
02.2014 - 01.2019
  • Taught team members procedures and resolved issues, jumping in quickly to address concerns.
  • Participated in meetings and brainstorming sessions, engaging with staff members to solve problems.
  • Improved employee performance, coaching and inspiring team members to achieve targets.

Call Center Team Manager

Alorica
03.2010 - 01.2014
  • Fielded escalated customer issues and resolved complaints to recapture loyalty.
  • Developed operational protocols to meet current and expected demand.
  • Coordinated hiring, performance reviews, and training for call center staff.
  • Customer Service Representative March 2009 - February 2010
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Determined areas in need of improvement and optimized strategies to strengthen performance
  • Create and manage teams to actively help customers troubleshoot, and watch Programming via Tablets, Phones, Websites, and Live TV
  • Build strategies and maintain training material for the success of the line group and company
  • Performed clerical work such as sorting mail, restocking supplies, and typing documents
  • Supported customers by managing 100+ calls per day efficiently while maintaining professionalism and an upbeat tone
  • Connected callers with appropriate professional, department, or business
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
  • Responded to customer requests for products, services, and company information
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Evaluated account and service histories to identify trends, using data to mitigate future Issues

Education

GED -

George Stone Technical Center

Skills

  • Inbound and Outbound Calling
  • Creative problem solving
  • Data Entry
  • Account management
  • Staff education and training
  • Microsoft Word
  • Desktop Support
  • Microsoft Office
  • Phone etiquette
  • Software Troubleshooting
  • Employee Evaluation
  • Team Management
  • Microsoft Outlook
  • Computer skills
  • Collection management
  • Financial counseling
  • Debt management
  • Call center experience
  • Payment acceptance
  • Payment plan development
  • Teamwork and collaboration
  • Time management
  • Multitasking
  • Active listening

Timeline

Delinquency Control Counselor

Navy Federal Credit Union
06.2022 - 05.2025

Trainer

Alorica
08.2021 - 03.2022

Operations Team Manager

Alorica
06.2020 - 08.2021

Customer Service Representative

Alorica
08.2019 - 06.2020

Senior Team Manager

Alorica
02.2014 - 01.2019

Call Center Team Manager

Alorica
03.2010 - 01.2014

GED -

George Stone Technical Center

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