Stephanie Phillips
Brunswick,MD
Summary
Experienced complex conflict resolution skills with background in handling high-stress situations, crisis management, and quick decision-making. Strengths include exceptional ability to multi-task, outstanding interpersonal skills, and adeptness in using modern communication technologies. Have made impactful contributions to previous workplaces by improving response times and coordinating efficient emergency responses.
Overview
37
37
years of professional experience
2
2
Certifications
Work History
Emergency Communications Specialist and Dispatcher
Frederick County Government
Frederick, MD
09.2023 - Current
- Provide real-time support during emergencies, ensuring accurate information dissemination.
- Coordinated information flow between emergency responders and community stakeholders, enhancing response effectiveness during critical incidents.
- Manage emergency communication systems to support daily operations and crisis situations.
- Ensured compliance with laws, regulations, policies, and procedures governing emergency communications to uphold operational integrity.
- Maintained professional, controlled, customer-centric interactions with callers to effectively address and resolve emergency situations.
- Dispatched emergency calls for three county police agencies, ensuring timely response.
- Maintain annual recertification mandated by local and governmental entities on schedule.
Manager of Disputes
ShiftMed
McLean, VA
07.2022 - 08.2023
- Led team of 4 employees, including 1 Supervisor, to ensure effective management and resolution of disputes.
- Collaborated with offshore team of dispute investigators to facilitate timely payroll dispute resolutions.
- Conducted research and presented findings on billing disputes from medical facilities to support resolution processes.
- Managed payroll for all Healthcare providers employed with Shift Med.
Program Manager
HealthWell Direct, L.L.C.
Frederick, MD
11.2018 - 05.2022
- Led a team of 32 specialists, 3 Supervisors and 3 Team Leads, ensuring compliance with quality assurance standards.
- Monitored calls and assessed staff performance to sustain 93% satisfaction survey results.
- Conducted quality evaluations to pinpoint staff training needs and drive targeted development.
- Audited job aids and procedures weekly to ensure accuracy and maintain document control standards.
- Compiled weekly management reports to track performance indicators and recognize team achievements.
- Facilitated weekly meetings to address operational challenges and promote effective solutions.
- Organized operational calibration sessions to ensure consistent scoring practices across teams.
- Directed daily operations of call center, managing average handle time and service adherence metrics.
Executive Resolution Manager
Wells Fargo Home Mortgage
05.1989 - 10.2017
- Worked directly with highly escalated customers and spearheaded conflict resolution.
- Analyzed complex cases and provided solutions for escalation to the Office of the President.
- Led a team of 12, including 1 team lead, to achieve operational efficiency and team cohesion.
- Coached and developed team members by implementing performance improvement plans to enhance individual capabilities.
- Audit subject matter expert for all reviews, responses and corrective action plans.
- Monitored compliance with legal regulations for response timeframes, ensuring adherence in all cases.
- Ensured the delivery of quality customer service through QA reviews of calls and letters.
Implementation/Operational Risk Consultant
Wells Fargo Home Mortgage
Frederick, Maryland
Maryland
- Led project teams in revising workflows and updating standard operating procedures.
- Collaborated with business partners to create effective risk-free implementation plans.
- Supported three business lines in implementing process changes, enhancing operational efficiency.
- Facilitated process mapping sessions to outline recommended changes across business lines.
- Validated effectiveness of implementations through comprehensive reporting and testing, confirming alignment with investor regulations.
- Conducted audits to ensure procedures aligned with investor regulations.
- Assisted divisions in audit preparation by reviewing compliance-related processes, ensuring regulatory adherence.
- Coordinated training sessions on all implemented process changes.
Loan Administration Manager
Wells Fargo Home Mortgage
- Coached, developed and managed team performance through regular and individual one on one sessions for 14 direct reports.
- Coordinated, prepared for and participated in audit examination sessions for internal and external audit agencies.
- Identified and planned all upskill training needed to remain current with changing regulations.
- Managed day to day loss mitigation operation through daily reporting to ensure compliance within investor guidelines.
- Reviewed, resolved and responded to all customer escalations timely and efficiently.
Project Manager
Wells Fargo Home Mortgage
- Prepared, organized and led internal audits on processes to ensure policy effectiveness.
- Managed moderate to high risk projects such as auto dialer contact rate effectiveness and delinquency trending.
- Led work stream meetings to ensure project points were covered by appropriate groups.
- Reviewed and revised procedures for investor requirement compliance.
- Trained Collections Department of 110 team members on all new policies and procedural changes.
- Managed Quality Assurance team and provided feedback, training and coaching for 110 collectors.
- Managed monthly incentive plan payouts to 600+ employees.
Operations Manager
Wells Fargo Home Mortgage
- Supervised, groomed and trained 17 Collectors, 2 Supervisors and 3 Team Leads.
- Managed $1.2M fee income budget.
- Monitored performance through key metrics to ensure that benchmark goals were met.
- Managed On The Job Training team to ensure training was delivered consistently and swiftly as processes changed.
- Tracked team member annual compliance training and organized make up sessions as needed.
- Managed predictive dialer functions to ensure campaign effectiveness, maximize contact rates and to reduce delinquency.
- Directly managed client relationships with 3 private investors.
Education
High School Diploma -
Thomas Johnson HS
Frederick, MD06-1985
Some College (No Degree) - General Studies
Frederick Community College
Frederick, MDSkills
- Quality assurance and internal audits
- Word processing and documentation
- Financial services expertise
- Customer service excellence
- Project leadership and management
- Calibration and process improvement
- Healthcare management strategies
- Scripting and automation skills
- Training and development programs
- Effective communication skills
- Team management and collaboration
- Call center operations
- Microsoft SharePoint proficiency
- Microsoft Office applications
Personal Information
Work Permit: Authorized to work in the US for any employer
Certification
CPR Certified
Timeline
Emergency Communications Specialist and Dispatcher
Frederick County Government
09.2023 - Current
Manager of Disputes
ShiftMed
07.2022 - 08.2023
Program Manager
HealthWell Direct, L.L.C.
11.2018 - 05.2022
Executive Resolution Manager
Wells Fargo Home Mortgage
05.1989 - 10.2017
Implementation/Operational Risk Consultant
Wells Fargo Home Mortgage
Maryland
Loan Administration Manager
Wells Fargo Home Mortgage
Project Manager
Wells Fargo Home Mortgage
Operations Manager
Wells Fargo Home Mortgage
High School Diploma -
Thomas Johnson HS
Some College (No Degree) - General Studies
Frederick Community College