Phillip Buck Email & Phone Number

Chandler, Arizona, United States

Arizona, United States

Chandler, Arizona

Manage a portfolio of business customers with $2-20 million in annual revenue • Help nurture customer growth through relationship development as well as providing lending and cash management services.• Act as a resource and subject matter expert for peers within the RBRM team for questions related to procedure and product knowledge• Manage portfolio of 200 business banking customers. Mitigate risk though strong due diligence and following developed procedures. • Built strategic cross functional partnerships that drive seamless process for clients.

•Led a virtual team of 20+ licensed insurance agents in a high volume call center environment managing all aspects of sales, service and quality assurance. •Identified gaps in process which led to redesign and simplification of QA monitoring program. This increased effectiveness of QA monitoring team and reduced errors and omissions exposure.•Key contributor in multi-department committee designed to streamline processes and create consistent messaging across Sales, Customer Service and Claims teams. •Leader in key KPI metrics including Call to sale >36% and quality evaluation >98%•Strategized and gained executive support to develop and implement new call process to create a more efficient call flow which reduced handle times and minimized controllable errors.•Built strong internal partnerships across both sites by introducing weekly cross site (Akron/Phoenix) sales leadership meetings. This improved relationships at both sites and created a more inclusive environment and developed a culture of collaboration and increased engagement by creating “the voice of the team” approach.

Phoenix, Arizona Area

•Led team of insurance professionals in a high volume insurance sales call center environment. •Developed Continuous Improvement Program focused on operational and reputational risk mitigation to enhance risk management and customer experience. Program led agency increase from 93% to 97% on evaluated calls and increased customer loyalty scores six basis points to 76%.•Analyzed raw customer survey data to determine areas of improvement and made recommendations to senior leadership that led to implementation of new processes focused around increasing customer loyalty. •Managed Personal Insurance partner relationship with Wells Fargo Home Mortgage.•Contributing member of Wells Fargo Affluent Segment partnership for Personal Insurance.•Relocated by Wells Fargo Insurance in 2015 to Phoenix to rebuild culture, create engagement, develop accountabilities to enhance risk management and develop a strong service to sales environment.•Mentored and coached peer managers to develop skills to increase quality assurance and sales results and develop their leadership and business acumen.•Developed and facilitated multiple sales and service trainings focused on process improvement, service to sales skills and improving risk controls.•Wells Fargo Celebrating the Stars winner for leadership and engagement. Only sales manager to earn this recognition. •Subject matter expert in all insurance applications used in call center (30+ external carrier sites, CMS, IEX NICE, Qfinity, NICE, and EZ Lynx)•Mitigated errors and omissions risk by leading a top performing team focused on Wells Fargo policy and procedure and third party carriers we represented. Annual result for quality evaluations above 97%•Increased revenue of Phoenix sales team by 40% and increase in team quality assurance first year by 6% to over 96%.•Collaborated with legal, compliance and risk to refine process and procedures and assist with implementing changes to strengthen Operational Risk Controls

Minneapolis, Minnesota, United States

• Wrote $915,000+ in new business premium annually and maintained a 1.6 policies per household written.• Built and maintained partner and customer relationships across multiple business lines of Wells Fargo. • Ranked in the top ten agents in agency in all business objectives from 2011-2014. • Licensed to sell property and casualty products in all 50 states.

Minneapolis, Mn

• Built and maintained relationships with customers and partners using strong interpersonal skills and customer referrals. Wrote approximately 2.4 million in new loans and lines of credit annually on a goal 1.4 million.• As a Business Specialist, exceeded 135% of goals year over year through new relationships, commercial lending and partnering with WF Business Banking Group.

Minneapolis, Minnesota, United States

• Managed all sales, compliance and regulatory items for Wells Fargo branch.• Led team of >25 team members and 2 managers to high levels of success in Metro MN (101 stores). • Ranked in top five for sales and referrals for team year over year. • First year increase in team performance of 50% in solutions. Consistently maintained high performance quarter over quarter. • Handled all customer complaints and escalations. Participated in all quarterly regional hiring events from 2005-2007. • One of four teams featured nationally (6000 branches) in 2006 Wells Fargo leadership video for exceptional customer satisfaction results top box average >80%.• Handled all customer complaints and escalations. Participated in all quarterly regional hiring events from 2005-2007.