Phillip Zimmer

Experience

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  Accenture

  Jan 1999 - Jul 2002

  Consultant

  Excelled in a variety of business analyst and project management roles involving large-scale IT projects within multiple divisions at Sprint.• Promoted to the role of Consultant in recognition of knowledge, skills and contributions made to several key project initiatives.• Served as IT project manager for several development projects within multiple client groups at the Sprint PCS and Sprint ION divisions.• Led a team of software developers in the creation of several key modules of a browser-based, front-end application used by call center advocates to interface with the new billing system. Show less

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  Sprint

  Jul 2002 - Oct 2004

  Program Manager III

  Served as process re-engineering and improvement subject matter expert, focused on targeting improvement opportunities within the call and service centers in Sprint’s Local Telephone Division• Trained and mentored project teams on the Six Sigma DMAIC (Define, Measure, Analyze, Improve, Control) methodology for process re-design.• Earned a quarterly Sprint Values Excellence award for work in analyzing and identifying improvement opportunities within the Sales and Service divisions.• Developed detailed business cases for improvement initiatives by identifying and quantifying sources of cost savings and revenue drivers. Show less

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  H&R Block

  Oct 2004 - Mar 2022

  • Designed and implemented closed loop feedback processes to collect, review and prioritize user feedback and friction points impacting the Client Experience (CX) and Agent Experience (AX)• Developed and implemented new Intake (Pipeline) process for Stakeholder groups to submit enhancement requests to be reviewed and prioritized by the Steering Committee. This new process, built from the ground up, has been very well received, with high adoption and has reviewed over 50 new enhancement ideas.• Planned, managed and executed all system related communications to ensure messages were personalized, targeted and tailored to each of the specific impacted audiences Show less Direct responsibility for management of the outsourced strategic partnerships for three domestic call center suppliers to service H&R Block's Retail client needs. Indirectly responsible for ~500 agents to support peak volumes. Specifically responsible for• Ensuring that recruiting, hiring and training of agents is on target to meet forecasted call volumes• Performance management of suppliers based on established KPI’s such as VOC, AHT, speed to answer, etc.• Liaison between outsourced partners and internal business partners to ensure alignment with business strategies.• Developing and managing agent incentive programs to drive engagement and performance• Launching new sites as needed to support new business programs Show less Product Owner of company’s Learning Management System, containing over 100,000 tax professional training records - with over 6 million hours of training completed annually• Managed team responsible for providing system support, implementing enhancements (customizations), building and maintaining key training reports and developing Field communications• Led end-to-end project to improve the user experience of the system – including leading usability sessions to gather voice of customer, documenting requirements, overseeing development, testing and implementation efforts Show less Selected by management as a key member of a new Gatekeeping and deployment team within Tax Services Support, created to more effectively coordinate deployment of critical projects, initiatives and communications to a network of over 11,000 Retail Company and Franchise tax offices and more than 100,000 associates.• Developed and implemented a formal Operational Readiness Review (ORR) process to ensure critical projects and programs were thoroughly reviewed and truly ready for release to Production. Over 100 projects were reviewed through the ORR process, with 80% of projects identified to have conditions that required resolution prior to deployment.• Partnered with IT to develop and integrate business processes and deliverables into the Block Delivery Model (toll gate framework), which significantly improved execution efficiencies for both business and IT deployments across the tax network. Show less Account Manager for company’s Wal-Mart and Grocery channels - responsible for operational project management and also for managing and growing H&R Block’s partnerships with several key accounts.• Managed the process for the annual set-up and on-going operations of 1,250 offices, representing over $50 million in revenues for the company. Grew revenues by 41% and return counts by 26% over a three-year period.• Led cross-functional team of IT, Marketing, Sourcing, Finance, Legal, and Operations resources in development, management and completion of project tasks involved with operational readiness.• Successfully led and directed the end-to-end contract negotiation process for new master license agreements with Wal-Mart, Safeway, Meijer and Fry’s Foods. Show less

  • Manager - Change Management & Governance (Salesforce & NICE)

    Jun 2020 - Mar 2022

  • Program Director - Contact Partner Management

    Nov 2015 - Jun 2020

  • Program Manager

    Apr 2012 - Nov 2015

  • Franchise Support Manager

    Oct 2010 - Apr 2012

  • Senior Project Manager, Deployment Services

    Jul 2009 - Oct 2010

  • Project Manager / Key Account Manager

    Oct 2004 - Jun 2009
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  A Place for Mom

  Mar 2022 - now

  Leader of WFM, Contact Center Operations, Quality Analytics, Operations Support and Continuous Improvement team• Responsible for directly leading over 40 internal headcount on the WFM, Tier 2, Quality and Process Improvement teams and 300+ vendor agents on the Tier 1 support teams• Managed $6M operational budget; identified and led efforts to save ~10% on overall spend by implementing alternative resource allocations• Implemented an offshore Advisor team that resulted in a $1.6M net benefit to the company by increasing our Warm Transfer rate• Managed and negotiated key services and applications contracts for the Operations teams• Developed and implemented a comprehensive Operations Scorecard to review weekly KPI performance and to proactively identify areas for additional deep-dive analysis Show less

  • Senior Director, Call Center and Vendor Management

    Sept 2024 - now

  • Director - Commercial Operations

    Mar 2022 - Nov 2024