Miami/Fort Lauderdale Area
- Current
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- Director, Customer Experience at Bayview Financial
- Past
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- Director, Customer Experience & Chief Talent Officer at Silver Hill Financial, LLC & Commercial Direct
- Manager of Training Development & Quality Assurance at Royal Caribbean Cruises Ltd
- Senior Vice President, Client Services at Mundo Strategies, Inc.
- Manager, Learning & Performance at Pennzoil-Quaker State Company
- Director, Leadership & Org Development at Performa Solutions, Inc.
- Principal Consultant at Ulmer & Associates (Self-employed)
- Education
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- University of Texas at Austin
- Recommended
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63 people have recommended Darin - Connections
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500+
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- Industry
- Human Resources
- Websites
Darin Phillips’s Summary
I am a frequent presenter at national and international conferences on the topics of aligning organizational practices and employee attributes to the expectations of customers and partners. At each of my employers I have been the lead advocate for measuring and improving the customer experience across every touchpoint. Because customer loyalty and engagement is primarily a function of emotional reactions to those touchpoints I have fully leveraged my organizational development and competency-based leadership development experience to help companies improve both the processes and the talent that have the greatest impact on customer advocacy. I have been fortunate enough to work for progressive companies that have provided me with the opportunity to take a leadership role in improving human resources management so that the company can realize improvements across the entire spectrum of the balanced scorecard. The measurable improvements at each of my employers listed below are a direct result of my team dramatically improving the way that the organization sources, attracts, selects, onboards, trains and develops, manages, rewards, and promotes employees. Because we solicit and earn executive involvement and respect, the benefits of my strategic human capital management approach continue to build over time and the process and tools are embraced by everyone at all levels of the organization.
Darin Phillips’s Experience
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Director, Customer Experience
Bayview Financial
(Privately Held; Financial Services industry)
January 2009 — Present (11 months)
I was moved into Human Resources with Silver Hill's parent company so that I can serve all of the lines of business. New projects include a leadership benchstrength analysis and planning initiative using Lominger's tools; job analysis for Loan Servicing's key roles using a progressive variation of the Hay methodology; and application of social psych and behavioral economics research in the selection and training of customer-facing roles.
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Director, Customer Experience & Chief Talent Officer
Silver Hill Financial, LLC & Commercial Direct
(Privately Held; Commercial Real Estate industry)
January 2007 — January 2009 (2 years 1 month)
Hired to leverage my OD background to create and implement a Customer Experience Management program and team; then asked to convert the corporate university groups into a performance support team for a nationally dispersed sales organization and three Ops centers.
• Net Promoter Score increased from 3.2 to 4.39 due to projects that increased consistency and accuracy at every touchpoint
• Reduced customer criticisms of SHF from 46.94% of those surveyed in 01/07 to 13.33% in 12/07 by improving talent management
• Sudden pipeline growth from $80MM to over $100MM and 20% reduction in cycle time due to constructive competition created by site-based performance reporting
• Reduced Silver Hill University monthly budget run rate by 95.1% and headcount by 84% by introducing Web 2.0 information sharing solutions (self-paced WBT, screencasts, behavior modeling videos, and a wiki)
• Key personnel retained during financial industry upheaval -
Manager of Training Development & Quality Assurance
Royal Caribbean Cruises Ltd
(Public Company; 10,001 or more employees; RCL; Leisure, Travel & Tourism industry)
February 2004 — January 2007 (3 years )
I managed 25 trainers and quality assurance specialists that ensured our customers and potential guests receive world-class customer service from knowledgeable and skilled employees. I designed and executed competency-based sourcing and selection tools for shoreside operations, led a complete overhaul of new hire training, selected the LMS, and designed and launched the first performance management system based on the balanced scorecard concept. I also designed the leadership development program and directly managed the program members.
• RCCL reduced booking errors by 76%
• Agents sold larger staterooms for more money (7% increase in revenue per agent)
• Agent accuracy steadily 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)
• Contact centers were able to maintain higher service levels with fewer employees
• Travel Partner loyalty survey results were above 97% on average -
Senior Vice President, Client Services
Mundo Strategies, Inc.
(Privately Held; 11-50 employees; Management Consulting industry)
May 2002 — February 2004 (1 year 10 months)
Mundo Strategies was a talent management software-as-a-service and consulting start up that automated the development of competency-based job profiles, employee assessment, high potential ‘fit’ and ‘readiness’ reporting, and leadership development tracking using Lominger’s Leadership Architect® and other competency models.
As one of the company’s original principals, I hired and trained the staff that implemented and trained customers on the use of the system in Canada, Colombia, and the US. For our client’s boards of directors, I was personally responsible for strategic C-level succession planning, managing and executing executive 360° feedback, and delivering executive developmental coaching.
• Grew sales of consulting and software domestically and internationally from $0 to $500K in the first year exclusively through referrals from satisfied customers
• Recruited away from Mundo by a satisfied customer to work with one of their clients, Royal Caribbean Cruises Ltd -
Manager, Learning & Performance
Pennzoil-Quaker State Company
(Public Company; 5001-10,000 employees; PZL; Consumer Goods industry)
November 2000 — May 2002 (1 year 7 months)
Recruited to help integrate recently acquired companies and to lead an OD and training team that would develop talent management and training programs, including a cascading performance management system.
• PQS’ CEO credited the cascading performance management system with helping the company finally turn a profit and attracting a buyer (PQS demanded a premium of nearly $8/share, 150% higher than the current price, when Shell Oil Products US purchased the company)
• Through my competency-based talent management system, PQS successfully integrated Medo, Axius, and Rain-X and leveraged their leaders to successfully transform the corporate mindset from lubricants to consumer products and to increase the diversity of the senior leadership team
• Effectively met the needs of the 9,000 globally disbursed employees of this Fortune 500 company with a team of only three direct reports and a budget of $2.4MM -
Director, Leadership & Org Development
Performa Solutions, Inc.
(Privately Held; 51-200 employees; Management Consulting industry)
February 1995 — November 2000 (5 years 10 months)
Performa Solutions was an OD and training startup that specialized in leadership and collaboration skills development using experiential learning, action learning, and Lominger’s Leadership Architect.
As one of the original employees, I sourced, selected, trained, and managed the OD and leadership development consulting staff and 30 contract trainers serving hospitality (Hyatt, Woodlands Resort & Conference Center, The Houstonian, Moody Gardens, Grand Casino Coushatta), retail (Kroger, Fiesta Mart, HEB), and energy / oil and gas (Shell, Exxon Mobil, Williams/Transco, BP Amoco, Texaco) clients.
• 80% of revenue came directly from my repeat customers
• Nominated for the Association for Experiential Education’s Practitioner of the Year by clients, competitors, and direct reports four years in a row
• Over 20% of the employees and contractors that I brought to Performa and trained eventually moved on to lead training and OD teams -
Principal Consultant
Ulmer & Associates (Self-employed)
(Self-Employed; Myself Only; Management Consulting industry)
February 1992 — February 1995 (3 years 1 month)
I specialized in experiential training solutions using portable activities and ropes/challenge courses to increase team effectiveness. I also provided leadership and personality assessments (MBTI, FIRO-B, In-Q, I-Opt, Strong Interest Inventory) and leadership training and coaching.
Darin Phillips’s Education
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University of Texas at Austin
BA , Psychology , August 1984 — May 1987
- Activities and Societies:
- Social Psychology experiment leader, Museum Studies project leader, Lifeguarding competitor, Astronomy and Computer Science activities
Additional Information
Darin Phillips’s Websites:
Darin Phillips’s Groups:
International Society for Performance Improvement (ISPI)
American Society for Training & Development (ASTD)
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Texas Exes/University of Texas at Austin -
On Startups - The Community For Entrepreneurs -
RecruitingBlogs -
Strategic Human Capital Management Practitioners -
Customer Experience Professionals -
Financial Services Customer Experience -
The Cruise Ships Professionals -
SIOP - The Society for Industrial and Organizational Psychology -
Customer Experience Management -
I-O Practitioners Network -
Orangebloods -
Talent Management Executives -
HR & Talent Management Executive -
Customer Experience Executives -
GLOBAL OD EXECUTIVES -
The CLO & Talent Management Forum -
New Talent Management Network (www.newtmn.com) -
Royal Caribbean Cruise Line Alumni -
Linked Longhorns -
Silver Hill Financial (SHF) Alumni -
Pennzoil-Quaker State Company Alumni -
Global Bankers Society -
Bayview Financial -
Bayview Lending Group -
Bayview Asset Management
Darin Phillips’s Honors:
Invited to be one of the first/charter Certified Performance Technologists by ISPI.
Invited to create and modify test items for ASTD's first-ever professional certification, the CPLP.
ASTD has invited me to help establish the first Sales Competency Model that they have ever put together.
Frequently invited to present at national and international association and professional organization conferences, including the North American Conference on Customer Management and Marcus Evans Contact Center Summits (twice) in 2005 and the International Quality and Productivity Center conference in Miami in 2006.
Honored with the first-ever leadership award given at Royal Caribbean Cruises Ltd, the Admiral Award, in 2005.
My books on training activities (sold primarily at BookLocker.com) have received numerous online accolades as well as training and challenge course industry recognition.
