Darin Phillips

Profile Tags

Educational History

• University of Texas at Austin, Bachelor’s degree, 1986.
  

Professional History:

• Director, Silver Hill Financial LLC
• Manager, Royal Caribbean Cruises Ltd
• Senior Vice President / Executive Vice President, Mundo Strategies

Bio

I am a thought leader in both Marketing and HR circles because I have tied Customer Experience Management, Organizational Development, and Talent Management together into a unique approach to driving customer loyalty and engagement through improved processes and people.  By doing the initial research on the emotional customer reactions to every touchpoint, a set of actionable factors can be leveraged across the organization to measure the impact that each person and process has on the customer....

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Bio

I am a thought leader in both Marketing and HR circles because I have tied Customer Experience Management, Organizational Development, and Talent Management together into a unique approach to driving customer loyalty and engagement through improved processes and people.  By doing the initial research on the emotional customer reactions to every touchpoint, a set of actionable factors can be leveraged across the organization to measure the impact that each person and process has on the customer.  My approach has worked at small technology startups, Fortune 500 companies, and large multinationals. 

Areas of expertise

Customer Experience Management Talent Management Organizational Development Blended Learning Solutions Enterprise Web 2.0

Personal Website/Blog URL

http://www.darinphillips.com

Public Profile

www.fastcompany.com/user/114526

Professional History

Director, Silver Hill Financial LLC

Private, 101-500 employees, Banking / Financial Services / Insurance industry

Silver Hill Financial LLC – small balance commercial wholesale lender, division of 2^nd largest FL financial institution Bayview Financial

 

Originally hired to create a Customer Experience Management program and team, and then asked to lead the 12 member training team and convert them to a performance support team using Web 2.0 applications, screencasts, behavioral modeling videos, and other on-demand learning solutions.·          Net Promoter Score increased from 3.2 to 4.39 in less than a year due to projects that increased consistency, accuracy, and quality across every touchpoint

·          Reduced customer criticisms of SHF by 33% (from 46.94% of those surveyed in 01/07 to 13.33% in 12/07) by improving Operations’ sourcing, attracting, selection, training, performance management, and succession planning

·          Sudden pipeline growth from stagnant $80MM to over $100MM at the same time that processing time dropped by over 20% due to constructive competition created by site-based performance reporting that Darin created

Manager, Royal Caribbean Cruises Ltd (RCL)

Public, 5000+ employees, Travel / Tourism / Lodging industry

Royal Caribbean Cruises Ltd – second largest cruiseline in the world, four brands sailing from five continentsAs the manager of 35 direct reports, including the members of the customer contact leadership development group, I oversaw the selection, training, and quality monitoring of the 1,400 customer service contact center agents.  I earned the company’s first executive leadership award for results realized during the first six months of my talent management program that identified and leveraged differentiators that competitors could not replicate: ·          Booking errors dropped by 76%·          Agents sold larger staterooms for more money (7% increase in revenue per agent) ·          Agent accuracy increased in both contact centers from 71% to 89% resulting in fewer call-backs (17% decrease in Wave 2006 call volume without a decrease in sales)·          Call centers maintained higher service levels with fewer employees due to exceptional team leadership·          Travel Partner loyalty survey results were above 97% on average

Senior Vice President / Executive Vice President, Mundo Strategies

Private, 21-50 employees, Technology / Computers industry

Mundo Strategies – talent management software-as-a-service and consulting start up (focus on leveraging the Lominger competencies)Responsible for high potential identification, executive 360° feedback, C-level succession plans, and software implementations in Canada, Colombia, and the US.·          Grew sales of consulting and software domestically and internationally from $0 to $500K in the first year through referrals from customer relationships built during implementation and training  

Manager, Pennzoil-Quaker State Company (PZL)

Public, 5000+ employees, Consumer Packaged Goods industry

Pennzoil-Quaker State Company – Fortune 500 company with global offices that sold automotive consumer productsHired to help integrate acquired companies and to lead a team that would develop talent management and training programs, including a cascading performance management system·          PQS’ CEO credited the performance management system with helping the company finally turn a profit and attracting a buyer (PQS demanded a premium of nearly $8/share when Shell purchased the company)·          PQS successfully integrated Axius, Fix-a-Flat, Medo, and Rain-X·          PQS successfully transitioned from lubricants into a consumer products company

Educational History

University of Texas at Austin, Texas, United States
Bachelor’s degree, 1986.
Areas of study: Psychology
Activities and societies: Active in social psychology research, museology, computer science, astronomy, and history.

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