Summary
Overview
Work History
Skills
Timeline
Generic

Thomas M. Phillips

Jacksonville,FL

Summary

Astute professional with 20+ years of progressive management experience in financial/mortgage banking and call centers. Fast learner, well adapted to a changing and demanding work environment. Exceptional communicator. Goal directed, methodical, but also flexible. Excels in ability to train employees to do the job right the first time. Proficient in multiple call tracking systems. Proficient with: MS Office Suite, MSP, Incontact, Five9, Invoca WFO, WFM Demonstrated problem solver. Welcomes new challenges

Overview

27
27
years of professional experience

Work History

Call Center Manager

MoneySolver
10.2017 - Current
  • Hire, manage, motivate, train, and develop a team of 50+ inside sales supervisors and representatives.
  • Develop creative outbound dialing strategies on an ongoing basis. (Incontact and Five9)
  • Create weekly schedules based on predicted staffing needs, budgets and employee requests. (Workforce Management)
  • Conduct weekly meetings with staff members to discuss performance goals.
  • Develop incentive programs to motivate staff members to achieve desired outcomes.
  • Implement and develop operational standards, policies and procedures.
  • Collaborate with IT teams on system upgrades or troubleshooting technical issues.
  • Skilled in using various software applications and programs including Microsoft Office and Adobe Creative Suite.

Operations Manager

JP MORGAN CHASE
11.2007 - 04.2016
  • Managed daily operations of multiple departments to maximize efficiency.
  • Communicated critical changes to teams as needed and trained appropriately.
  • Worked with other Operations Managers to review strategies to meet all required guidelines, system changes, Department of Justice requirements, etc.
  • Presented change flows to representatives via Power Point presentations, written communication, training and procedure manuals.
  • Consistently met team goals and deadlines that were set by Chase.
  • Carried out extensive research on various disputes involving customers, vendors, investors, attorneys, and other departments within Chase Bank.
  • Handled customer complaints, concerns, and general questions regarding individual mortgage accounts.
  • Responsible for hiring, coaching, conducting weekly one on one reviews, monthly performance reviews, creating performance improvement plans (PIPs) and terminations.
  • Liaised between departments to facilitate smooth workflow across the organization.
  • Created an environment of open communication between departments that improved collaboration among teams.
  • Implemented process improvement strategies to reduce costs and improve efficiency.

Branch Operations Manager

Countrywide
04.2004 - 11.2007
  • Managed and trained loan specialists and alternate branch operations manager.
  • Analyzed processes with peers and staff to ensure efficiency. Created daily workflow for my processors and ensured those goals were met.
  • Collaborated with underwriters, funders, loan specialists and branch manager to ensure optimal productivity.
  • Recruited staff members and oversaw training programs. Communicated and implemented new ideas and solutions to everyday problems.
  • Developed and implemented procedures for branch operations to ensure compliance with organizational standards.

Call Center Manager

Nexity Bank
10.2000 - 11.2004

Operations Manager

AmSouth Bank
11.1996 - 10.2000

Skills

  • Continuous Quality Improvement (CQI)
  • KPI Tracking
  • Performance Improvement
  • Employee Performance Reviews
  • Managing Operations and Efficiency
  • Call Center Software
  • Employee Coaching and Mentoring
  • Negotiation and Conflict Resolution
  • Motivational Leadership

Timeline

Call Center Manager

MoneySolver
10.2017 - Current

Operations Manager

JP MORGAN CHASE
11.2007 - 04.2016

Branch Operations Manager

Countrywide
04.2004 - 11.2007

Call Center Manager

Nexity Bank
10.2000 - 11.2004

Operations Manager

AmSouth Bank
11.1996 - 10.2000

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Thomas M. Phillips