Philip Hill

WORK HISTORY

EDUCATION

ABOUT PHILIP HILL

As a results-driven executive with proven expertise providing strategic leadership in all facets of customer experience and call center operations, I have significant experience utilizing sound business acumen and leadership skills to improve quality, enhance productivity and generate business growth. I have proven success developing systems and streamlining operations to improve overall business performance and achieve organizational objectives along with the demonstrated ability to develop high-performing teams, implement and communicate change initiatives and transition underperforming departments to efficient, productive units. • Improved KPI performance and improved call quality by developing and executing improvement plans and introducing improved tools to measure quality and customer satisfaction as Vice President of Customer Experience with PCG Public Partnerships. • Enhanced efficiencies to better meet service levels by creating a Workforce Management team and implementing WFT software; improved customer service by creating chat channel, upgrading Interactive Voice Response capabilities and transitioning customer contact systems. • Manage diverse team speaking 12 non-English languages; oversee 190 remote agents after converting organization and implementing work-from-home capabilities in under 2 weeks due to Covid-19. • Transitioned dysfunctional team to high-performing group by implementing best practices, rewarding individual and team accomplishments and developing comprehensive staff and management training. • Established and managed Denver HRSS site serving as redundant center for Philadelphia headquarters as Senior Manager with Comcast. • Created new HR call center as part of conversion to shared services model; spearheaded rapid growth from 8 to over 70 employees across 3 departments and collaborated with cross-functional teams to source and expand technologies including CRM and chat functionality.