Grant Phillips Email & Phone Number

Charlotte, NC, US

• Execute a comprehensive client engagement and communications strategy thatproactively maintains high customer utilization, satisfaction, and retention.
• Develop and share best practices relevant to retaining and growing accounts tocontinually improve the quality, effectiveness, and efficiency of our processes.
• Conduct weekly and monthly evaluations of PM key activities (Onboarding, ClientSuccess Reviews, Open Cases, Red Flags and Salesforce documentation) to developindividual/team skills, best practices, and process.
• Monitor and assess risk management across each PM’s account portfolio, proactivelyidentifying red flags or trends in activity quantity/quality; provide weekly updates onactivities for case management, save efforts and.
• Supervise and coach each PM to grow the account portfolio revenue through effectivecross-sell/upsell of additional solutions, expansion into additional stores within anenterprise group, and win back of canceled clients.
• Capture client usage patterns, cancellation root cause trends, best practices, and clientfeedback to gain insights, provide guidance and increase customer satisfaction andretention across all accounts.

Charlotte, North Carolina, United States

• High-output operations associate specializing in processing loan applications for premier partnerships like American Express and Ally at a high-growth FinTech startup.
• Decreased escalations by 32% by proactively noticing trends and translating highly complex, technical concepts to a non-technical audience.
• Trained and mentored new hires while consistently ranking within the top 5% of performers company-wide.
• Led the team in conversion (94%) and lock-to-fund-cycle time (34 days) while maintaining a highly complex loan mix.

Charlotte, North Carolina Area

• Responsible for overseeing day-to-day operations, recruiting/hiring/training new staff, and fleet maintenance.
• Implemented updated maintenance schedule, with reduced costs by 30% on existing fleet management.
• Improved accuracy and processing time by 60% by handling all documentation regarding insurance and accident claims.
• Minimized customer escalations by 40% by proactively anticipating customer needs and ensuring overall satisfaction.
• Increased revenue by 45% over Thanksgiving travel by creating and implementing a valet parking strategy, allowing for the accommodation of 500+ cars over capacity while preventing any claims or damages.

Charlotte, North Carolina Area

• Oversaw training development and enterprise marketing for comprehensive online LMS courses and in-person training programs for production scale food safety training and government/voluntary scheme regulator compliance.
• Created and implemented film and text-based training modules to more than double the existing inventory of available classes.
• Led online demonstrations and sales meetings with prospective enterprise clients.
• Increased client-specific training courses and packages by over 150% by working collaboratively with Sales and various SME's and stakeholders within their organizations.
• Increased sales by 900% year over year by overhauling the scheduling and marketing of classes.
• Oversaw training marketing programs, scheduling, and development of all courses.

Charlotte, North Carolina Area

• Oversaw all management hiring on-boarding for the management training program at stores throughout the region.
• Maintained inventory and cash levels, as well as trained new hires on requirements of state and federal regulations.
• Streamlined and developed a training program that was adopted nationwide by all teams with unanimous consent.
• Maintained best in position, best in division metrics (top 5%) on Inventory Management, Customer Service with 95%, and Assessments with 98% results.
• Oversaw numerous region-wide projects including equipment upgrades and installations.
• Oversaw opening of seven new locations over the course of a rapid expansion plan.

Harrisburg, North Carolina, United States