Meet Kevin Phillips. Not the English footballer. Not the American actor. Not the political commentator. Kevin D. Phillips is an accomplished executive and thought leader who solves complex problems. He leads with a strong bias for customer satisfaction, and believes engaged employees drive customer loyalty.
Kevin’s career began as a one-man help desk, armed with nothing more than a phone, voice mail, a few pages of notes, and encouragement to “figure it out.” He’s been figuring it out ever since in progressive executive roles across multiple business disciplines. IT. Marketing. Sales & Service. Billing. Product. Operations. Emerging technology. Start-ups. Even non-profits. He innovatively applies this broad knowledge to new challenges. Kevin asks tough Marketing questions to IT, Sales questions to Care, and Retention questions to Sales. He has strong skills in strategy, execution, and digital and rep-assisted care.
He has a history of leading significant change, from directing the turnaround of a poor-performing call center, driving transformation to address a market shift, and scaling start-ups for rapid, profitable growth. Most recently, he was strengthening customer experience and expanding channel capabilities for the Internet of Things (IoT) division at AT&T, a Fortune 10 telecommunications & entertainment company.
Because Kevin knows customers are won and lost each day in each frontline transaction, he focuses on these experiences. Frontline employees are reliable sources of intelligence, and an early-warning detector. He employs technology to eliminate customer effort and ease rep burden, using workflows & AI to fuel digital self-service and reduce rep complexity.
In addition to his consulting, Kevin is an independent certified coach, teacher, speaker, and trainer with the John Maxwell Team. He is also a Certified Behavioral Analysis Trainer & Consultant. Believing his contribution is multiplied by unleashing the potential of his team, Kevin makes substantial investment in employee development and coaching to drive business results.
Kevin is a member of Customer Experience Professionals Association (CXPA), Institute of Management Consultants (IMC), and Technology Association of Georgia (TAG).
Kevin hails from Alabama, home of Golden Eagle syrup (it will change your life, or at least your waist line). He earned a B.S. in computer science from Samford University and an M.B.A. from University of Alabama at Birmingham.
He currently lives in Atlanta, Georgia, home of Mary Mac's Tea Room (everybody who is anybody has their picture on the wall there … except him!).
In his spare time, he is a wayfarer (bag always packed), shutterbug (camera always nearby), musician (who plays piano nightly for therapy).
Carmen Jacob asked 27 experts “How to Ask Someone to Be Your Mentor” and published their replies in UpJourney. I am honored she included my answer. Follow this link to see the insightful answers of others: https://upjourney.com/how-to-ask-someone-to-be-your-mentor.