philip deaton

Successfully transformed three underperforming branches into contenders for best in market in the areas of sales, customer experience, and operations. Improved process adherence, staff development, and expanded client base by instilling a customer centered culture with in each branch. Fostered a winning culture with in the staff which lead to increased employee satisfaction and overall increased performance that ultimately leads to increased revenue generation.

Managed accounts continuous improvement projects as accounts green belt to increase performance and optimize account's financial performance. Consulted with clients internal project managers and provided statistical analysis on multiple lines of business. Reduced accounts AHT by 20% resulting in the account being rewarded additional volume allowing client to reduce staffing levels in multiple internal centers. Trained all areas of operations continuous improvement methodology including Six Sigma, Lean, Kaizen, and Variation Management.

Managed operations for up to 10 coaches with 200 associates in an inbound financial services contact center. Areas of responsibility include staff development, training, QA, operations, and client relations Established and consistently maintained highest Customer Satisfaction scores and sales performance in history of project and ranked number one in both metrics among all centers handling calls Consistently exceeded employee retention by quickly establishing winning performance through process retooling efforts and building successful partnerships with center team members.

Managed daily performance of a team of 20 associates. Areas of responsibility include training, coaching, QA, communications, and associate relations. Quickly built a struggling team into the #1 in center performance. Established process for developing high performing associates into candidates for coach prior to the implementation of Coach Track Training. Developed program to teach communications, training, administrative, and leadership skills to help bridge the curve for internal talent.

Managed day-to-day operations and client relationship activities across 450 seat contact center specializing in financial services. Areas of responsibility include staffing, training, QA, operations, talent recruitment, and client relations. Established exceptional performance through ongoing continuous improvement efforts and built project into consistent top performing position as compared to internal and external competition. Established and maintained highest Client Satisfaction scores consistently receiving a 9 or higher on all client pulse checks throughout 2010. Consistency rewarded with an increase in project size as well as continuous projects to maintain staffing levels as client re-organizes internally.