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 Reconciliation & Expense Management, and BPO Performance Optimization. Key achievements: - Implemented a comprehensive invoice and expense reconciliation process for 25+ vendors and over $1M monthly spend - Championed development of a formal Learning & Leadership Development Program which includes structured coaching, leadership training, and talent planning- Developed executive level presentations used for business reviews, strategy, and analysis- Designed and implemented a Workforce Management Organization responsible for operational support to a division of 1,500+ employees- Planned and led the implementation of 3 Divisional staff reductions (capacity planning, logistics, communications)- Developed a management framework and Workforce Management Strategy for the Return to Work Program, and the implementation of oversight reporting, leadership playbook, seating strategies, and coordination of 1,000+ employees returning across multiple locations- Implemented a Productivity Data Analytics Program - included training, licensing administration, reporting, and analytics- Developed and led the Friends & Family Program including the hiring, training, resource planning, and management activities; improved productivity from from 6 to 14 loans per hour and successfully developed and converted 13 temporary employees to full-time- Developed a staffing plan & managed the hiring efforts of 330+ resources in 2021 in partnership with 4 Staffing Agencies & Talent Acquisition across 7 locations - exceeded hiring target by 24%

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 Call Center that initiated claims and provided customer service to over 100K clients per year.

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 Consumer, Commercial, and Small Business Credit Card Clients. In addition, leads the Claims Call Center that initiates claims and provide customer service to over 300K Small Business and Large Commercial Clients per year. Key Achievements:• 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)• Increased customer satisfaction by 12% in 2018, and achieved a record average of 80% in 2019 vs. goal of 75%• Redesigned the claim process and oversaw the operational implementation to a new case management system • Led the implementation of a new vendor strategy and hiring of over 300 employees with 14 new hire classes• Managed compliance risk by identifying and then managing the resolution of 16 process gaps in 18 months

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 satisfaction. . Key Achievements:• 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 for the Fleet Bank, LaSalle Bank, and Northwest Platform conversions to Bank of America.

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 learning and development initiatives. Successfully achieved $6MM in financial savings through productivity and call volume reduction initiatives.

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