Andrew Phillips Email & Phone Number

High volume staffing leader combining marketing and hiring strategies that secure the future of Andersen Windows and Renewal by Andersen. Leading a staff of 20-30 recruiting agents through continuous improvement and career development.

Plano, Texas

The Customer Care team of Security by Reliant oversees 15,000 home security and small business customers throughout DFW, Houston, and Austin. Our group responds to tech support, contract questions, billing inquires, and customer retention. Our group supports inbound, outbound and request via online support tickets. As the Care team coach my primary responsibilities have been to develop baseline KPIs, policy and procedures, workforce management, and daily coaching for care reps, emphasizing de-escalation, customer focused troubleshooting ongoing education, continuous improvement, and customer retention.

Plano, Texas

Coaching in a high pressure, fast-paced environment using curiosity to drive conversations. Building relationships, gathering buy-in and collaborating with peers to ensure AppFolio MCC is successful at every point of contact.

Allen, Texas

As a Customer Care Supervisor my main objective was to provide coaching and support to a team of 15 dispute agents as direct reports and additional 75 agents in a non direct capacity. I would monitor calls and provide feedback to agents in the "compliment/criticize/compliment" format. One of my first implementations with my team was a set of problem solving skills that allowed each team members to apply logic and understanding to some of our most difficult interactions. This reduced our escalations by 50%. My proudest achievements was our project to reduce handle time by 20% across all teams. This was our Lean Six Sigma Yellow Belt Certification. From December 2017-August of 2018 I was able to reduce my teams handle time by 35% by implementing active listening techniques and teaching agents how to eliminate waste. From 2016-2018 I was Training liaison. I worked closely with our training department to ensure that all dispute related manuals were up to date with policy and procedures in our fast changing environment.

The Colony, Tx

I came to the Tribute to be the Tournament Director for our corporate and charity golf outings that generated over 1 million in revenue. In 2013 we successfully booked over 250 events throughout the year. Once brought in I sought out roles that would include a more hands on approach to maintaining and drafting our annual budget as well as coordinating payroll. In 2014 I was on the American Golf Committee for planning and implementation of our "Players Club." A new Player Development Program, geared to increase rounds, golf and food and beverage revenue. I also took charge of our Golf Shop revenue plan. By adding upsell tactics and demo days to keep guests up to date on new equipment. I was able to add 40k to our merchandise sales goal in 2013.

Arlington, Texas

As the Assistant Golf Professional I was responsible for overseeing the inventory and merchandising of the Golf Shop as well as 72 golf cars and 10 outside service staff members. I acted as Tournament Director for private and member golf tournaments. One of my proudest accomplishments was being the Director of our Junior Golf Camps each summer.

Sunrise, Fl

Onboard golf professionals give lessons on ship while at sea. Conduct guided tours to various golf courses on all of our ports of all. Provide high quality golf club fittings through Nike Golf.

Norfolk, Virginia (Uss George Washington)

As a member of the USS George Washington (CVN-73) Supply S-3 Division, our team was responsible for the moral and welfare of our shipmates. Our division provided services to the crew such as ship store, laundry, vending machines and barbershop. Additional duties also including cash handling, record keeping and supply logistics. As part of Carrier Group Destroyer 2 our crew participated in Operation Enduring Freedom and Operation Iraqi Freedom.