Philip D. Cook
Directer of Member Services @Mountain America Credit Union
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WORK HISTORY
Directer of Member Services @Mountain America Credit Union
Sandy, UT, US
Directed member service operations for a top 10 Credit Union with over $20 billion in assets. • Led a team of nearly 700 employees across multiple corporate offices and 16 states. • Enhanced member satisfaction, achieving industry-leading NPS scores in the 70s during my tenure. • Fostered a culture of engagement and leadership development, resulting in improved employee NPS year over year.
EDUCATION
University of Phoenix
Master of Business Administration - MBA, Business Administration and Management, General
Brigham Young University - Idaho
General Studies
Skyline High School
Diploma, General
University of Phoenix
BS, Business Management
University of Phoenix
MBA, Management
SKILLS
ABOUT PHILIP D. COOK
I’m a strategic operations leader with a passion for building exceptional member experiences and high-performing teams. With over 15 years of experience across financial services, BPO, and consumer sectors, I’ve led large-scale transformations that drive growth, elevate service standards, and create cultures people want to be part of.Currently, I serve as Director of Member Services at Mountain America Credit Union, where I help shape service strategy for one of the largest credit unions in the country. Under my leadership, our contact center has achieved industry-leading NPS scores, improved ENPS beyond organizational benchmarks, and implemented cutting-edge technologies like NICE and RingCentral to enhance member engagement.I’m a certified PMP, Six Sigma Black Belt, and GROW coach, with a track record of mentoring future leaders and aligning operations with enterprise goals. Whether scaling a service center from 40 to 500+ agents or turning around underperforming teams, I bring a hands-on, servant leadership approach that delivers results.Outside of work, I’m a proud family man, DIY enthusiast, and BYU football fan who finds joy in the outdoors and building things that last—both professionally and personally.Let’s connect if you’re passionate about member-first strategy, leadership development, or transforming service operations.Specialties: Change Management, Operations, Project Development, Leadership Training, Data Analysis, Salesforce, NICE, Avaya, Lean, Call center Operations, Customer Service Centers, Inbound Customer Service
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