Philip Hill Email & Phone Number

Portugal

Denver, Colorado, United States

Greater Seattle Area;

Direct call center operations and customer service for national consulting firm providing consultative and financial management for participant directed programs. Develop and execute operational, business growth and quality assurance initiatives. Build and manage operation processes, overseeing all aspects of project management, IT, training, compliance and vendor selection.• Evaluate processes to identify and rectify discrepancies and areas of potential risk; generate gap analysis, develop and implement mitigation plans and track improvement initiatives, ensuring continued training to avoid future risks.• Lead cross-functional teams to develop and implement improved processes and enhanced communications; train and mentor staff to ensure maximum productivity and retention of most qualified talent.• Collaborate with leadership to develop and translate improvement strategies into actionable plans; lead teams to implement initiatives that facilitate growth and promote financial sustainability.• Created assessment criteria and methodologies required to meet standards and performance requirements.

Greater Denver Area

Enabled optimal employee performance and outstanding business results by directing operations for multiple areas of Shared Services including service center and talent acquisition support teams. Developed, guided, and validated business processes and reviewed and structured organization to ensure optimal use of resources and maximized efficiencies.• Sourced, hired and mentored staff for three distinct shared services departments; evaluated performance based on key metrics and measurable, attainable goals.• Introduced operational strategies based on thorough analysis; kept current with changing trends, economic indicators and industry activities.• Identified areas for improvement and communicated opportunities and issues to internal and external stakeholders; recommended proper mitigation techniques.• Exceeded operational standards by developing strategic plans, implementing standards, resolving problems and identifying system improvements.

Greater Seattle Area

Directed contact center operations for non-profit health care organization employing more than 64,000 employees across 5 states. Managed and drove results for operations and performance optimization through internal processes, goals and financials. Designed department structure; utilizing extensive knowledge of call center operations to establish best practices and standard operating procedures to ensure production, compliance and attainment of quality targets.• Improved operations by implementing new management team structure and establishing training and process improvement departments.• Oversaw recruiting, hiring and staff onboarding; reduced costs and improved workforce by ensuring effective communication of role requirements.