PETER L.

PHILLIPS
16207 Bridgepark Drive * Lithia, Florida 33547
Home: (813) 655-4790 * Cell: (813) 810-7002
CUSTOMER SERVICE OPERATIONS MANAGER / CALL CENTER MANAGER
Customer service management professional, with a successful 15+ year record of e
nhancing customer experience and streamlining call center operations for a multi
-billion dollar automotive finance company. Consistently improve collection pro
ductivity and customer satisfaction through expert business analysis and innovat
ive process improvements. Positive communicator, known for building and leading
talented teams. Skillfully manage high-volume call center environments with 15
0+ representatives, with experience across the U.S. and Canada. Key strengths:

Customer Service & Call Center Operations Management * Collections Management *

Relationship Management
Team Leadership * Quality Assurance * Six Sigma Project Management * Training &
Development
Coaching & Mentoring * Business Analysis * Call Calibrations * Process Improveme
nts
Performance Management * ICO / GAO Auditing Compliance * Workflow Optimization

PROFESSIONAL EXPERIENCE
FORD MOTOR CREDIT COMPANY (subsidiary of FORD MOTOR COMPANY), Tampa, Florida * 1
995-2010
One of the world's largest automotive finance companies with $147B in receivable
s.
Center of Excellence Business Analyst / Procedure Sponsor (2009-2010)
Led operational and financial services for Business Centers in the U.S. and Cana
da. Planned, developed, and implemented systems, solutions, and procedures to i
mprove the operating quality and efficiency of business units. Subject Matter E
xpert (SME) and procedure sponsor for select account services and vehicle liquid
ations procedures, across the U.S. and Canada. Managed all transaction processi
ng operations, preparation of Operations Letters and Dealer Bulletins. Implemen
ted approved process improvements including meeting coordination, project plan d
evelopment, issue tracking, deliverable development and testing. Oversaw contin
uous improvement activities of cross-functional departments in Account Services
and Vehicle Liquidations implementation as well as ongoing processes and procedu
res. Provided appropriate direction, coaching and feedback to department manage
rs and learning and development staff. Analyzed and documented business process
es, policies and challenges. Coordinated and implemented solutions from process
analysis utilizing Six Sigma methodologies through department projects. Manage
d operating procedure revision process, approval routing, legal review and publi
cation.
* Reduced cycle time from 45 to 30 days, monthly penalties by $250K, and outstan
ding overall identified citations from $5M to $2M by leading 6-Sigma Black Belt
initiative to effectively match and identify VIN numbers.
* Increased efficiency and productivity by reviewing 117 high-level operational
procedures for U.S. and Canadian Business Centers, and streamlined to eliminate
discontinued steps and clarify grey areas.
* Minimized errors and unnecessary rework by developing and implementing quarter
ly review process; replicated to other Business Centers to ensure changes impact
ing business operations were updated in timely manner.
Center Operations Manager, Account Services, Credit Re-analysis & Titles (2005-2
009)
Managed day-to-day operations of Business Center's assigned departments to ensur
e smooth workflow and achieve objectives. Hired, managed and coached a staff of
13 team lead supervisors and 157 account service representatives. Ensured high
 quality customer care and delivery of value-added products and services. Built
and maintained valuable customer relationships. Ensured procedural compliance
throughout all Account Services and Vehicle Liquidations department operations,
in order to achieve "Effective Control" ratings on all audits from General Accou
nting and PricewaterhouseCoopers. Business Center liaison for handling Interrog
atories, Affidavit completions, and other miscellaneous legal correspondence fro
m the Corporate Legal Office. Assessed strengths and development needs of emplo
yees, including timely and specific feedback and performance management. Provide
d challenging goals, assignments and opportunities for further development. Eva
luated costs / benefits, provided recommendations, developed and oversaw impleme
ntation plans. Handled personnel issues (reprimands, terminations, etc.).
* Led project team to join efforts with field operations branch in Puerto Rico,
and successfully launched and integrated the Account Services, Vehicle Liquidati
ons department into the Tampa Business.
* Saved $4,800 per month on Airborne Express costs by revamping completion proce
ss on shipping labels.
* Improved telephone efficiency as follows: Abandoned Calls-.55%, Speed to Answ
er-1.53 seconds, and Average Hold Time--.47 seconds by developing and implementi
ng Keys for Quality Assurance (Call Handling).
PETER L. PHILLIPS * Page 2

FORD MOTOR CREDIT COMPANY, continued. . .

6-Sigma Black Belt, Organization & Effectiveness Department (2004-2005)
Developed and implemented best practice ideas and projects to reduce variability
, and increase efficiency and effectiveness for North America Business Centers.
Led Business Center in deploying 6-Sigma initiatives to deliver customer-driven
improvement efforts and reduce costs. Trained, encouraged, and supported Green
Belt projects by participating and implementing recommended improvement actions
. Ensured key training and certification metrics were obtained. Delivered cost
savings objective for the calendar year by completing a minimum of two Black Bel
t projects. Business Center Administrator for Western Union and Money Gram paym
ent methods. Supported Global and functional objectives by focusing on process
and costs objectives. Institutionalized the Centers of Excellence (COE) concept
to drive process improvements and best practices. Supported and deployed conti
nuous actions for high levels of employee satisfaction, customer satisfaction, a
nd dealer satisfaction.
* Reduced premature charge-offs $504K by facilitating Total Loss Insurance Reduc
tion project.
* Eliminated additional research and rework and saved company $178K by implement
ing process steps for identifying daily invalid transactions.
* Reduced deficiency charge-offs, kept existing contract obligations, and retain
ed customers with an annualized gain of $135K by launching a Substitution of Col
lateral offering process.
Center Operations Manager (COM), Account Maintenance Department (2002-2004)
Managed 10 team leaders and 110 customer service representatives in servicing me
dium and high-risk portfolios, with receivables of up to $94.6M. Implemented an
Auto Dialer System for customer accounts 0-44 days past due. Assessed staff per
formance and provided timely feedback on development opportunities to enhance se
rvice quality and employee growth. Conducted monthly one-on-one performance feed
back sessions with employees. Prepared and delivered regular performance evalua
tions, and executed disciplinary action when necessary. Provided direction to em
ployees regarding operational issues. Developed, supported and managed team and
department goals and set expectations with Customer Service Representatives for
Key Performance Indicators. Oversaw payroll process, approved timecards, and sup
ported scheduling activities. Monitored Representative and Customer interaction
s and managed call queues to ensure quality service. Conducted team meetings. Pa
rticipated in recruiting and retention activities. Created and implemented depa
rtmental policies and procedures. Delegated special projects as needed. Built an
d sustained a strong partnership with the Customer Relations Department.
* Reduced over 30 day delinquencies from 5.20% to 2.25%, over 60 day delinquenci
es from 3.18% to 1.12%, and repossession ratio from 5.65% to 2.10% by leading Bu
siness Center Integration Project and four specialty teams assigned to handle it
s collection portfolio of high-risk accounts.
* Lowered month to date losses 100K+ by launching an Excel tool to project month
ly repossession ratios.
* Reduced overall costs $800 per month by monitoring and identifying excessive u
sage of 411 directory services and implementing use of Fast Data Solutions as an
alternative search tool.

ADDITIONAL ROLES AT FORD MOTOR CREDIT COMPANY (full details on request)

Customer Service Supervisor / Team Leader-Customer Services Center
Collections Supervisor / Wholesale Coordinator & Trainer
Collections / ASU - Customer Services Representative
Wholesale / Floor Plan Auditor / Dealer Services Credit Analyst

EDUCATION
Coursework / Credits toward Bachelor of Science, Business Administration
New Jersey City University, Jersey City, New Jersey
ADDITIONAL TRAINING
Six Sigma Green Belt Certification
Organization & Effectiveness Management * Leadership: Roles, Performance Manage
ment, Policies & Pay
Six Sigma Black Belt Training * Control Self-Assessment (CSA) Auditing
Collection Call Efficiency Program * eWorkforce Management
PROFESSIONAL AFFILIATIONS
Member, Auto Finance Professionals