Stephanie R. Phillips
Julian,NC
Summary
Business development and senior manager with expertise in strategic planning and program management, driving initiatives that improve operational efficiency and productivity. Demonstrated success in mentoring teams to achieve high performance and fostering stakeholder engagement for business growth. Proficient in technology implementation and cross-functional collaboration, consistently surpassing customer satisfaction goals. Veteran Program Manager focused on continuous improvement and sustainable growth, skilled in leading projects from inception to completion.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Program Manager
Groundwater Institute
Remote
04.2022 - 04.2025
- Responsible for the collaborative development, rollout, and delivery of a certification program for new program leaders (trainers).
- Monitor the performance of certified Program Leaders over time, and support certified Program Leaders’ ongoing success in the work.
- Recruiting Program Leaders and administering the Certification Program: ○ Recruiting, interviewing, and selecting new Program Leader candidates, ○ Coordinating 'classroom' onboarding sessions in collaboration with GWI subject matter experts and senior leadership, ○ Guiding candidate assessment and evaluation for successful completion of the Certification Program.
- Strategically designing, executing, and continually improving various aspects of the Certification Program and ongoing Program Leader experience in order to drive high-impact outcomes in the work of racial equity, aligned to the strategic goals of the organization.
- Work remotely and largely independently, with excellent organizational and communication skills, and the ability to manage multiple work streams simultaneously.
- Created detailed reports on project progress for senior management review.
- Implemented new technologies, such as EOS systems or CRM tools, to streamline business processes. Coordinated with IT vendors to implement new technologies and system enhancements.
- Mentored junior staff in the organization's business processes, customer service standards, and quality assurance protocols.
- Developed long-term relationships with key stakeholders, including customers, and investors.
- Oversaw talent acquisition, training, and development programs to build high-performing teams.
- Managed crisis situations, implementing contingency plans to minimize impact on operations.
- Reported to executive leadership on performance metrics, challenges, and strategic opportunities.
- Led cross-functional teams to achieve project milestones, ensuring collaboration and efficiency.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Proposed or approved modifications to project plans.
- Analyzed business performance data and forecasted business results for upper management.
Member Engagement Retention Specialist
Greensboro Chamber of Commerce
Greensboro, NC
01.2018 - 04.2022
- Created, systematized, and executed a new fund to assist in the retention of members. Continued fund management.
- Analyze business members' needs and interests to determine appropriate membership benefits, and community resources.
- Lead current member visits to retain membership, expand product usage, services provided, and community involvement.
- Train new team members on retention tools and communication methods. Conduct in-the-field training.
- Co-created, organized, and executed One City, One Film: a community discussion around systemic racism in our country, prompted by a documentary.
- Co-planned the Chamber’s Board and Staff Diversity and Equity Training Retreat.
- Met 100% of the annual retention budget goal.
- Increased and exceeded the retention rate goal by 6 percentage points.
- Lead retention meetings focused on scaling analysis, accountability, and progress updates.
- Create, organize, and present at membership networking events.
- Develop ongoing relationships with 400 business members through effective communication, active listening skills, strategic follow-ups, and forecasting needs.
- Collaborated with other departments to develop promotional campaigns aimed at increasing retention rates. Developed targeted email campaigns to re-engage dormant customers and encourage repeat business.
- Generated monthly reports outlining progress made towards meeting retention objectives.
- Utilized CRM software to track customer interactions, record feedback, and monitor progress towards goals.
- Analyzed customer feedback and developed new techniques to ensure customer retention.
- Prepared and delivered presentations to senior management on retention metrics and improvement plans.
- Researched competitive offerings and identified opportunities for improving our product offering.
- Analyzed customer data to identify trends that could be used to reduce churn rate.
Sales and Marketing Manager
Stockton Infrared
Remote
01.2017 - 01.2018
- Procured new clients for aerial infrared services across the USA through cold calling.
- Conducted presentations of service offerings and results of aerial infrared assessments.
- Created proposals for infrared imaging to help assess preventative maintenance plans for large rooftops on municipalities, colleges, and malls.
- I attended infrared trade shows to network with potential clients, present, and promote aerial infrared benefits.
- Maintained relationships with existing clients by ensuring their needs are met on time.
- Provided regular updates on progress of activities related to sales and marketing operations to senior management.
- Prepared reports on key metrics such as leads generated, conversion rates, ROI.
- Developed and implemented sales strategies to target potential customers.
- Integrated communications campaigns to create awareness, develop pipeline and bring in new customers.
- Supported sales team members to drive growth and development.
- Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
Sales & Human Capital Management Consultant
Paychex
Greensboro, NC
01.2014 - 01.2017
- Established a business clientele in the Triad for payroll services through networking, cold calling, and referral partners.
- Created target business lists and strategies for outside sales visits.
- Analyzed the clients' needs and interests to determine which products are appropriate, and referred to partners when necessary.
- Assessed small to mid-sized businesses' Human Capital Management (HCM) processes and recommended appropriate action plans.
- Trained new sales associates on product knowledge, sales techniques, and policies and procedures.
- Recognized for receiving the most CPA referrals.
- Identified potential risks associated with implementing new Human Capital Management processes and provided risk mitigation strategies.
- Provided guidance and advice to clients on how to optimize their human capital management systems.
- Assisted clients with the selection of appropriate technology solutions for Human Capital Management needs.
Recruiter & Admissions Advisor
ECPI University
Greensboro, NC
01.2012 - 01.2014
- Recruited adult students for associate and bachelor’s degree programs through targeted outreach.
- Conducted in-depth interviews with top candidates to assess qualifications and program fit.
- Executed needs analysis for potential applicants, resulting in tailored action plans.
- Reviewed educational backgrounds, managed candidate pipelines, and conducted preliminary screenings.
- Trained new recruiters and advisors on effective recruitment strategies.
- Planned and executed open houses, attracting over 100 prospective students.
- Recognized among top three recruiters for sales revenue and new student enrollment.
- Collaborated with faculty to review admission decisions and provide recommendations.
- Maintained Applicant Tracking System records of all applicants.
- Participated in outreach activities within local communities in order to increase awareness about the university's offerings.
- Provided assistance in completing financial aid forms when needed.
- Attended college fairs, conferences and other networking events in order to recruit new applicants.
Education
Bachelor of Arts - Photography, Minor in African American Studies
Guilford College
Greensboro, NC05-2005
Skills
- Program management, strategic planning, and implementation
- Key accounts strategy, management
- Sales channel analytics
- Networking for growth opportunities
- Business development and partnerships, stakeholder engagement strategies
- Organizational improvement, process optimization, and operations planning
- Innovation management, change management
- Problem resolution and troubleshooting
- Talent acquisition, training, and development
- Goal setting and performance management
- Cross-functional team coordination, communication, and team leadership
- Self-motivation
- Technology implementation
- Educational program design, Learning environment oversight
Certification
- Other Voices, Greensboro Chamber, 2020
- Leadership Greensboro, 2021
- Center for Creative Leadership - Frontline Leader Impact Credential, 2020
- The People's Institute Training, 2002 - 2005
Accomplishments
- Board Member - The Volunteer Center of the Triad 2022
- Planning Committee - International Civil Rights Center & Museum Fundraising Gala 2020 & 2021
- Program Chair - Leadership Greensboro 2022
References
References available upon request.
Timeline
Senior Program Manager
Groundwater Institute
04.2022 - 04.2025
Member Engagement Retention Specialist
Greensboro Chamber of Commerce
01.2018 - 04.2022
Sales and Marketing Manager
Stockton Infrared
01.2017 - 01.2018
Sales & Human Capital Management Consultant
Paychex
01.2014 - 01.2017
Recruiter & Admissions Advisor
ECPI University
01.2012 - 01.2014
Bachelor of Arts - Photography, Minor in African American Studies
Guilford College