Collin Phillips, Mba, Capm Email & Phone Number

Salt Lake City, UT, US

Draper, Utah, United States

Salt Lake City, Utah, United States

Acts as the Single Threaded Leader for Worldwide Customer Service (WWCS) frontline employee retention with a scope of approximately 50,000 employees in 25+ countries. Supports through strategy development and program launches, such as the Your Wellness Matters program and MyVoice product launches. Leads governance with Regional program managers in the.

United States

- Support Worldwide Customer Service HR strategy for employee retention, overall job satisfaction, and wellbeing, delivering $1M+ savings in Amazon Stores- End-to-end program management, creating roadmaps, projects, and actions that advance the goals of HR leaders- Consult/advise leaders on opportunities and risks for projects and actions- Provide.

Remote

A passionate, innovative, results-oriented Program Manager who drives the Leadership Training strategy at scale. Supported 11 Customer Service locations across the U.S. footprint (2500+ employees), focusing on frontline employees through Senior Managers. Partnered globally with EU counterparts on training programs and other initiatives. - Provided global.

North America

Launched Sales & Service Centers in Big Flats, NY and Eugene, OR, engaging in high-volume hiring events (on-site interview days, college career fairs, etc.), team management, and employee engagement. Established launch processes by partnering with key stakeholders and project managers. Led weekly employee engagement initiatives for the sites and arranged a.

Bangor, Maine

Relocated to Bangor, ME as a CS Manager to help launch a new Sales & Service Center. Interviewed and hired agents, provided training and IT support, and managed a team of 15-20 agents. Launched Case Management department to support Large Parcel post-order issue resolutions.

Ogden, Utah

Managed a team of 12-15 Large Parcel delivery specialists who own orders with post-order issues.- Coached and developed delivery specialists in soft skills, handling multiple streams of incoming workload and service techniques. Monitored ticket queue efficiencies to ensure timely outreach to customers and follow up when necessary.

Ogden, Utah

Managed a team of 15-20 frontline employees who give assistance with post-order issues such as returns, replacements, and refunds. Supported the career growth of frontline employees through regular feedback, coaching, and development conversations. Analyzed trends based on historical data to close performance gaps.

Ogden, Utah

Provided timely resolutions to customer complaints that have escalated to the management-level within the organization. Coordinated with product/service suppliers and/or contact center staff to research and determine validity of complaints and evaluate options to remedy these complaints. Provided frontline employee support to troubleshoot complex.

Ogden, Utah

Owned end-to-end post-order issue resolution for Large Parcel deliveries. Provided ongoing communication to customers informing them of resolution status. Coordinated furniture technician appointments to repair orders delivered with minor damages.

Ogden, Utah

Handled high volume of contacts (40-60 phone calls) per shift providing post-order issue resolutions. Used conflict management skills to balance the needs of the customer with the options from the business. Provided education to customers on self-service options.

Ogden, Utah

Processed alarm signals quickly, accurately and professionally, and dispatched the proper authorities when required. Placed accounts on test mode and assisted service/installers with signal tests. Accurately documented all responses for the alarm on the computer.

Master Of Business Administration - Mba

Bachelor Of Economics, Business/Managerial Economics

Associate Of Science (A.S.), Business Administration, Management And Operations