Phil Isett, Msol, Ccp Email & Phone Number

Lancaster, Pa, Us

Leads Fulton Bank’s Change Management function. Consults and collaborates with the organization’s Business Lines and Shared Services to create and deliver change solutions that support their business strategies. Promotes a high-performing change management culture through the development and implementation of change management plans, learning programs, methodologies, and tools. PRIMARY RESPONSIBILITIES: Produces change management strategies that mitigate employee concerns, maximize employee engagement, and accelerate adoption. Assesses organizational risk and change readiness. Actively participates on project teams to ensure change management activities are integrated. Provides direct support to all levels of leaders and managers as they assist their employees through transitions. Works closely with critical employee-support areas, including HR Business Partnerships, Corporate Communications, and Learning & Development. Leads and partners with Change Management team members to advance the group’s mission and purpose.

Lancaster, Pa, Us

As a member of the Office of Change Management (OCM), consulted and collaborated with company stakeholders in the development of change management and change leadership initiatives, ensuring the organization maintains high-performance results during times of change. OCM FUNCTIONS:Created and implemented change management plans that mitigated employee reluctance, maximized employee engagement, and drove faster adoption. Directed activities to measure organizational risk and readiness, identified resistance and performance gaps, and developed and deployed corrective actions. Provided OCM representation on project teams to ensure change management activities were integrated into project plans and to provided direct cross-functional support throughout transitions. Created and enabled reinforcement mechanisms and celebrations of success. Coached stakeholders and executives to develop effective change leaders.

Huntingdon, Pennsylvania, Us

Offers facilitative support in several organizational health and development areas, including culture and systems alignment, change management, process diagnostics and improvement, and initiative design and branding.ACCOMPLISHMENTS:Designed and successfully launched a small-groups fellowship program for a faith-based organization. Activities included development of program and engagement strategy, messaging and branding, promotional materials design, training workshop content, communications plan, and pilot. Provided overall project and change management support for the program’s implementation. In addition, designed print marketing materials for a 501(c)(3) organization, as well as facilitated initial development activities for a governing board structure.

Stamford, Connecticut, Us

(Time Warner Cable acquired in May 2016)As part of the Operational Readiness team, provided (1) customer-support model analysis, definition, planning, and execution for new products, services, and operating procedures, (2) supported process and policy standardization, and (3) deployed call-center impacting projects.ACCOMPLISHMENTS:Supported phased roll-out of Charter's PRICING AND PACKAGING STRUCTURE to merger-acquired customers from Bright House Networks and Time Warner Cable (2016-17). Within ten months, 43% of customers in these footprints were on the new plans.

Stamford, Ct, Us

Supported process efficiency assessment and policy standardization, as well as deployed call-center impacting projects and process improvements. Closely partnered with cross-functional groups – Product Management, Learning & Development, Call Center Technology, Interactive Care, and Customer Care Operations. ACCOMPLISHMENTS:Facilitated conceptual design, presentation, and overall program execution for deploying CUSTOMER 360° SUITE, a collection of internally-developed desktop applications for customer support. || Led cross-functional team in NATIONAL CREDIT & ADJUSTMENT POLICY AND CODE STANDARDIZATION (2014-16). Emphasis placed on real-time customer issue resolution, adjustment limits, and coding standards. Realized 15.9% decline in year-over-year adjustment dollars.

Stamford, Ct, Us

Reported to Senior Vice-President, Residential Customer CareDirected corporate team responsible for Residential Support strategy development, deployment, and communications. Activities included customer-support model planning, knowledge content and platform management, desktop applications development, and tools adoption. Managed $1.7 million annual operating budget for CS&I team, and provided strategic planning and prioritization guidance for $4.8 million customer support applications capital budget. Led staff of fourteen (14) employees across six locations – Austin, TX; Buffalo, NY; Charlotte, NC; Coudersport, PA; Herndon, VA; Portland, ME.ACCOMPLISHMENTS:Developed EMPLOYEE ENGAGEMENT tactics to foster greater communication between Enterprise Customer Care’s three campuses in Buffalo, NY; Charlotte, NC; and Herndon, VA. Designed “Plugged In” Newsletter. Served as primary facilitator for Quarterly Video Conference Calls. || Designed and implemented a customer-support model for Time Warner Cable’s DIGITAL CONVERSION INITIATIVE (DCI) PILOT, serving as the blueprint for subsequent migrations. Over 90k pilot customers migrated to all-digital services.

Stamford, Ct, Us

Reported to Vice-President, Residential Customer Support DeliveryProvided infrastructure support to Enterprise Customer Care’s residential customer operations. Areas of concentration included (1) project/process management, (2) accounting, (3) business measurements, and (4) call center telecom & technology. Led staff of twenty (20) employees.ACCOMPLISHMENTS: Established the CORPORATE OFFICE OF THE PRESIDENT (C-OTP) in Buffalo, NY to address escalated customer issues in a timely manner and to preserve customer relationships. || Supported the 2008 NATIONAL HELP DESK (NHD) TRANSITION PLAN. Over a three-month period, all outsourced NHD call volume migrated from U.S. and Canadian-based outsourcers to offshore locations. $7 million in savings were realized that same year. || Chaired EMPLOYEE ENGAGEMENT initiatives to improve employee communications and strategic alignment, including the "Taking ACTion: A Response to Employee Concerns" Campaign and the "Living Our Mission and Values" Project.

Reported to Senior Vice-President, Residential Customer Care and ITSupported the company’s customer satisfaction and performance-improvement strategies and processes. Assessed and addressed performance gaps in four key areas – (1) internal communications, (2) personnel utilization, (3) customer responsiveness, and (4) operational efficiency. Led staff of twenty-eight (28) employees.ACCOMPLISHMENTS:Collaborated with call center, IT, and regional leadership to develop and implement the CUSTOMER ASSISTANCE TOOL (CAT), an online ticketing solution that enabled call center and field employees to effectively record, track, and complete customer inquiries that cannot be fulfilled during the initial customer contact. || Assisted the deployment of SIXTEEN (16) NATIONAL POLICIES AND PROCEDURES, standardizing expectations related to work order and payment entry, site-survey processing, customer credit adjustments, and promotion eligibility. || Headed effort to develop a centralized, online customer-data repository, CARE OPERATIONS REPORTING ENVIRONMENT (CORE).

Reported to Senior Vice-President, Northeast RegionReviewed the root causes of process breakdowns, communication deficiencies, and unsatisfactory customer interactions. Subsequently, determined and executed strategies to address negative performance drivers.ACCOMPLISHMENTS: Implemented the NORTHEAST REGION STANDARDIZATION PROJECT, which addressed key customer-support procedures. Developed the "Are You Ready?" deployment campaign, which included designing training materials around this theme. Conducted Train-the-Trainer sessions. || Established the NORTHEAST REGION CUSTOMER ASSISTANCE OFFICE, a centralized support structure to address escalated customer issues in a timely manner.

Managed a tri-county operation with 37,200 customers and a $25M annual operating budget. Supported fiscal, technical, customer service, human resources, and marketing functions. Led staff of fifty-three (53) employees, including technical and front-counter support.ACCOMPLISHMENTS:Developed the NORTHEAST REGION'S "POWER POINT$" INCENTIVE PROGRAM, a $260,000 initiative to encourage and recognize superior sales and customer-retention performance. Over a ten-week period, 3,000 sales/service upgrades were realized and 3,300 subscribers were retained. || Chaired the WESTERN PENNSYLVANIA AREA TASK FORCE, a forum for area field operations, marketing, and affiliated call centers to discuss, debate, and act upon initiatives that would deliver exceptional customer care, maximize revenue, and improve operational efficiency.

Supported a multi-site operation comprised of three Pennsylvania cable systems (Bedford, Huntingdon, and Lykens), serving 24,675 subscribers in six counties. Assisted the General Manager in planning and executing subscriber, revenue, technical, and customer-service objectives. Supported staff of twenty-eight (28) employees.ACCOMPLISHMENTS:Co-developed and presented "MAKING IT FUN" at the 2002 Western Pennsylvania Leadership Conference. The session emphasized the impact a positive work environment has on productivity, creativity, and the bottom line. || By request of the Western Pennsylvania Area Manager, facilitated a S.W.O.T. ANALYSIS for the Bethel Park, PA System to better understand employee concerns. Conducted similar analysis for the Lykens, PA System.

(formerly Huntingdon TV Cable Co., Inc. until April 1999)Developed management systems for support processes and customer data as part of an independent, family-owned cable operation. System served 6,500 customers. ACCOMPLISHMENTS:Launched DIGITAL MEDIA SERVICES, a subsidiary focused on client-presentation design and local-origination channels management. Duties included commercial graphic and video production, editing, scheduling, and sales. || Premiered and hosted over the 325 episodes of the "SPOTLIGHT" SHOW, a local program that showcased the people, places, and events of Huntingdon and surrounding areas.

Master Of Science (Msol), Organizational Leadership

Bachelor Of Science (Bsba); Bachelor Of Arts (Ba), Business Administration; Economics

Executive Leadership Program