Phil began his career with The Hartford in 2003 as a personal lines insurance agent with SEC Series(6,63,65) Property & Casualty, followed by a move to CCRM as a forecasting analyst. While in CCRM, he implemented numerous automated solutions resulting in expense efficiencies such as an integrated forecasting program, and trending models allowing real-time reports on the CCRM webpage. He also created regression analysis models to identify virtual holds impact on occupancy and service levels. Phil’s next career progression was to the Network Command Center unit where he managed the team responsible for monitoring numerous call centers’ real-time/historic data. While in this role he also implemented numerous automation solutions. Phil has been critical to the success of the Performance Measurement team for the past five years, leading or contributing to important initiatives such as the JD Powers IVR improvement SWAT team (Consumer and Commercial Lines), enterprise rules engine to intelligently route customers to representatives, call deferment application to automate customer and representative contacts, synchronization of agent skills data between two platforms, business rules for how customers are routed to agents, and exception based reports delivered to leadership when issues are identified for businesses on the Genesys platform. Phil is now taking on a larger role across the organization, representing the business needs of Telephony Architecture Replacement (TAR) with a focus on IVR & contact center optimization as Director Of Business Applications.