Chris Phillips, Pmp Email & Phone Number

Las Vegas, Nevada, Us

Providing small businesses worldwide with easy access to simplified, effective, and cost-conscious business services.

Executive experience building successful, cost effective and customer focused operations with a continuous improvement mindset. Provide strategy, innovation and analytical services to improve operational efficiency and deliver value across the customer experience. Consultative services include operational evaluation and improvement recommendations, program and project management, merger and acquisition support, and interim operations leadership.

Sugar Land, Texas, Us

360° Managed Services provides outsourced managed sales, marketing, technology and customer management solutions with people, process and technology. We engage with our clients through the entire customer lifecycle and work closely with our clients to define enhanced strategies to acquire new customers and retain existing customers. At every stage of the customer lifecycle, 360 Managed Services will evaluate the current situation, analyze the findings and map out a plan that will be implemented and measured for strong ROI. 360° Managed Services has a core team of highly experienced thought leaders with proven sales, marketing and managed service experience. With well-established front office and back office teams, 360 Managed Services delivers quality managed services with a competitive cost advantage.

Houston, Texas, Us

Innowatts is a leading provider of AMI-enabled predictive analytics and AI-based solutions for utilities, energy retailers and smart energy communities. To date, the Innowatts eUtility™ technology platform has enabled over 15 million energy consumers and their energy providers with access to lower energy costs and a more reliable and personalized energy experience. Innowatts is backed by Shell Technology Ventures, Iberdrola and Energy and Environment Investment (Japan). For more information, please visit www.innowatts.com

Huntersville, North Carolina, Us

XOOM Energy is a retail provider serving over 90 markets in North America providing electricity, gas and solar products. Ranked #1 by Inc. 500 in 2015 as the fastest-growing private energy company. Oversaw the customer experience from end-to-end for the North American organization in an effort to increase customer count, diversify sales channels and develop a customer-focused organization. Directly managed the North American marketing, sales, back-office and call center organizations as we delivered services in over 100 markets, 19 states and 2 province across North America.

Houston, Texas, Us

Oversee a shared service organization with responsibility for overall customer experience operations for residential, small business, large commercial and industrial customer segments, delivering – customer retention channel sales; call center support; credit and collections; data management; product management; retail supply chain; and home security installation.

Houston, Texas, Us

Led a multi-dimensional, customer-focused organization of professional staff to deliver customer service, billing, transaction management, print operations services exceeding accuracy, timeliness, and efficiency targets with a progressively shrinking budget. Launched a Lean Six Sigma program transitioning from a culture of “run & maintain” to “run & improve”.

Houston, Texas, Us

• Develop and direct strategic plans for the daily operations of a 900+ agent inbound call center across 3 internal and outsource locations. • Direct and develop a staff of 9 senior managers/managers responsible for 35 supervisors and support staff and 450+ internal agents.• Responsible for Quality Assurance, Process Improvement and training of call center operations.• Drive the transformation of the service focused call center into a sales and service center. • Enhance overall customer experience. Improved customer satisfaction measure year-over-year.• Improve call center efficiency and productivity. Improvement in First Call Resolution and reduction in non-productive time year-over-year.• Oversee the negotiation and expansion of outsource partnerships in an effort to improve cost structure and maintain customer experience.

Houston, Texas, Us

Partner manager overseeing operations for seven national and international outsource partner sites handling 4 – 6 million calls annually.• Drove operational efficiency, quality and revenue generation across each service partner site.• Managed financial responsibilities for $90 million outsource contracts and drove $20 – 30 million in annual revenue generation.• Managed and coordinated a cross-functional team of 10 – 12 professionals from quality, training, process, reporting, operations and contract management.• Developed strategic analysis for call center geographic expansion and enterprise re-alignment of overall call volume to enhance the customer experience and improve satisfaction.

Houston, Texas, Us

• Developed and tracked cost savings initiatives across the operations.• Contributed in the development of a three-year financial plan for 900+ agent Customer Service organization.• Assisted in the development and implementation of an organizational program management office (PMO).• Managed projects to drive improvement in the customer care/call center operations.

Round Rock, Texas, Us

• Provided leadership in the improvement of online support tools and content, which lead to a 25 percent increase in online support contacts and reduced technical support calls by over 10 percent.• Participated in a Business Process Improvement project that focused on improving the customer experience, leading to multiple large-scale projects with cost savings of $4+ million annually.• Directed a Business Process Improvement team responsible for the creation of an automated reporting tool that created a $200,000+ annual efficiency savings

Dallas, Tx, Us

Managed tier 2 Special Services call center for new market expansion.

Mba, Corporate Finance

Mba, Business Administration And Management, General

Bs, Political Science

Education record