Philip Marcus Email & Phone Number

Tampa, Florida, United States

Responsible for Planning & Executing Workforce Management strategies for the Mortgage Fulfillment Division. Scope includes: Contact Center Staffing Oversight, Divisional Programs, Business Support, 3rd Party & Vendor Strategy, Policies & Procedures, Learning & Leadership Development, Incentive Plan Administration, Operational Analytics, Invoice.

Greater Tampa Bay Area

Led the Vendor / India Oversight & Specialty Claims Organization consisting of 200 employees and 600 vendor/offshore resources across 6 locations with responsibility for oversight and operational performance of teams researching & resolving disputes for Consumer, Commercial, and Small Business Credit Card Clients. In addition, led the Small Business Claims.

Greater Tampa Bay Area

• Directs the Credit Card Claims organization consisting of 700+ employees across 6 locations with responsibility for researching and decisioning more than 6 million customer fraud and non-fraud disputes per year for.
• Improved the fraud claims recovery rate from 69% to 75% and achieved a 98% recovery rate for non-fraud claims (best in industry), and achieved loss plan for 2019
• Increased employee productivity by 10% in 2019, and 6% in 2018 achieved through process redesign and management routines
• Championed efforts to improve employee satisfaction from 82% to 87%
• Reduced average handle time in the call center by 75 seconds, or 13%
• Achieved service level goal for the Contact Center in 23 of 24 months (2018-2019)

Greater Tampa Bay Area

• Guided multiple-site call center operations located domestically and in Costa Rica with focus on management of 500+ staff, cost control, quality assurance, resource planning, employee engagement, and customer.
• Increased employee satisfaction from 82% to 90%
• Implemented 3-way calling and first contact resolution strategies to reduce claim volume by over 10%
• Developed capacity management and tactical staffing tools and models while improving resource utilization
• Redesigned and implemented a new “best known performer” performance management & coaching standards

Greater Tampa Bay Area

Managed strategic planning, process design, and implementation of multiple technology and business projects and initiatives, as well as portfolio of first contact resolution initiatives. Created a Program Management Office for project planning, accountability, and initiative leadership. Participated in system conversion and process development for claims.

Greater Tampa Bay Area

Process Owner for the Electronic Claims Services Organization which consisted of over 600 FTE in 3 locations with an annual operating budget of $23MM. Led several components of Process Excellence work designed at improving the end-to-end claims process including organization redesign, measurement and reporting, call delivery and routing, and associate.

Richmond, Virginia Area

Responsible for leading the workforce management functions which included developing tactical staffing models, strategic capacity plans, call delivery strategies, and performance reporting for 2,000+ employees in a multi-skill environment across 5 call centers.

Richmond, Virginia Area

Responsible for the performance of several sales and service teams in the areas of customer service, relationship deepending (sales), associate retention, associate productivity, performance management, and expense management. Also managed the quality optimization program, project management resources, and the workforce management teams.

Greater Seattle Area

Responsible for creating and leading a Workforce Management team which included call center forecasting, tactical scheduling & resource management, and reporting functions. Developed and led an internal Quality Assurance and Monitoring Program.

Greater Seattle Area

Various call center and customer support roles including Senior Customer Service Specialist, Customer Service Team Manager, and Reporting and Analytics Specialist.

B.A. Business Administration, Finance

Mba, Business Administration