Phillip Johnson
Denver
Summary
Aspiring to secure customer service role within dynamic, professional environment that leverages skills and experience.
Overview
23
23
years of professional experience
Work History
Customer Service Rep
Xfinity
05.2023 - Current
- Facilitated billing communications in conjunction with sales interactions for new and existing accounts.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Senior Loan Originator
iLending Direct
03.2021 - 01.2023
- Facilitated client acquisition of car loans through expert guidance and support.
- Ensured accuracy, completeness, and compliance of loan documents prior to closing.
- Provided informed advice to clients regarding various loan options.
- Managed locked pipelines and secured loans with agreed-upon terms throughout funding process.
Late Stage Collections
Santander
03.2014 - 01.2023
- Monitored overdue accounts using automated information systems.
- Developed relationships with customers to encourage resolution of overdue accounts.
- Accepted and processed customer payments and applied toward account balances.
Early Stage Collections
Santander
01.2014 - 03.2014
- Met demands of busy collections group by performing high volume of daily calls.
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
Professional Poker Player
Poker
01.2011 - 03.2014
- Reacted to complex game situations quickly and effectively.
- Demonstrated knowledge of bankroll management principles by setting appropriate limits on buy-ins and wagers.
- Analyzed opponents' betting patterns and adjusted playing style accordingly.
Adult and Youth Referee and Supervisor
Parker Parks and Recreation
01.2009 - 01.2011
- Clarified rules, regulations, and league guidelines for players and coaches.
- Resolved conflicts among teams, players, and coaches during games promptly.
- Monitored game time, initiating or halting play as needed.
- Enforced game rules and regulations consistently throughout events.
Admissions Representative
Westwood College
01.2010 - 10.2010
- Helped prospective students get into school and achieve their goals
Coach/Teachers Assist. (Special Education)
Overland High School
08.2007 - 10.2010
- Coached Boys and Girls Varsity Soccer, improving athletic skills and fostering teamwork.
- Implemented organized practice, meeting, and game schedules to streamline operations.
- Communicated essential information to players, staff, and families for effective engagement.
- Guided participants in skill development while achieving individual goals.
- Monitored athlete performance, providing constructive feedback for continuous improvement.
- Analyzed opponent strategies to create competitive game plans.
- Cultivated an inclusive classroom environment promoting social and academic growth.
- Collaborated with general education teachers to adapt curriculum for special needs students.
Senior Mortgage Broker
Ace Mortgage
08.2005 - 08.2007
- Developed and implemented strategies for originating mortgage loans from diverse sources.
- Verified client financial information to assess creditworthiness and loan eligibility.
- Monitored fulfillment of purchase contract terms to ensure compliance.
- Assisted clients in preparing necessary paperwork for closing transactions.
- Guided customers in decision-making regarding loans and lines of credit based on terms and benefits.
- Met with applicants to gather information for loan applications and address inquiries.
- Located and proposed loan packages tailored to client needs and priorities.
Sales Assoc. /Sales Supervisor
MCI
02.2002 - 08.2005
- Generated effective sales strategies and taught new employees company's procedures and policies.
- Assisted professionals by listening in on customer calls and suggesting techniques to close sales.
- Conducted weekly performance reviews with the sales team to ensure goals were being met.
- Motivated sales professionals by delivering positive reinforcement and constructive feedback.
Education
Associates Degree - Secondary Physical education and Business Management
Metro State
Denver, Co01.1997
Architecture
University of Colorado Denver
Denver, CO01-1994
Green Mountain High School -
Green Mountain High School
Lakewood, Co01.1993
Plymouth Salem High School -
Plymouth Salem High School
Canton, Mi01.1992
Skills
- Customer service and support
- Billing and payment processing
- Compliance and standards adherence
- Issue resolution and conflict management
- Sales strategies and pipeline management
- Classroom and team management
- Effective communication skills
- Document and information management
- Loan origination processes
- Relationship building and customer communication
- Performance evaluation and coaching
- Public speaking and presentation skills
- Time management and organization
References
Available upon request
Awards
- Top Performer, Ace Mortgage, 3 consecutive months
- Top 5 Mortgage Broker, Ace Mortgage, 5 consecutive months
- Coach of the Year, Centennial League, 2008
- Top 25% Sales Associate, Santander, Each month during tenure
- Top Supervisor Award, MCI
- Top Sales Associate Award, MCI
- COE Award, MCI
- Top 3 Performer, Xfinity
Position Held
- Customer Service Representative, Xfinity, 05/01/23, Present, Handled billing calls, Handled sales calls (new and existing)
- Loan Specialist, iLending Direct, 03/01/21, 01/31/23, Helped clients acquire car loans
- Late Stage Collections, Santander, 03/01/14, 01/31/23
- Early Stage Collections, Santander, 01/01/14, 03/31/14
- Self Employed, 01/01/11, 03/31/14
- Referee and Supervisor, Parker Parks and Recreation, 01/01/09, 01/31/11
- Admissions Representative, Westwood College, 01/01/10, 10/31/10, Helped prospective students get into school and achieve their goals
- Coach/Teacher's Assistant (Special Education), Overland High School, 08/01/07, 10/31/10, Coached Boys and Girls Varsity Soccer, Worked with special needs kids with various subjects and life skills
- Senior Mortgage Broker, Ace Mortgage, 08/01/05, 08/31/07, Helped clients design mortgages for refinances or purchase of homes
- Sales Associate / Sales Supervisor, MCI, 02/01/02, 08/31/05, Designed training and development programs for sales associates, Monitored daily, weekly, monthly progress for sales team
Timeline
Customer Service Rep
Xfinity
05.2023 - Current
Senior Loan Originator
iLending Direct
03.2021 - 01.2023
Late Stage Collections
Santander
03.2014 - 01.2023
Early Stage Collections
Santander
01.2014 - 03.2014
Professional Poker Player
Poker
01.2011 - 03.2014
Admissions Representative
Westwood College
01.2010 - 10.2010
Adult and Youth Referee and Supervisor
Parker Parks and Recreation
01.2009 - 01.2011
Coach/Teachers Assist. (Special Education)
Overland High School
08.2007 - 10.2010
Senior Mortgage Broker
Ace Mortgage
08.2005 - 08.2007
Sales Assoc. /Sales Supervisor
MCI
02.2002 - 08.2005
Associates Degree - Secondary Physical education and Business Management
Metro State
Architecture
University of Colorado Denver
Green Mountain High School -
Green Mountain High School
Plymouth Salem High School -
Plymouth Salem High School
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