Philip Servis
Operations Manager
PRINCETON, NJ 08540
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Six Sigma green-belt certified process expert whose projects have led to cost savings and process efficiencies across the organization. Strategic communicator with expertise in building immediate... show more

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Work experience
Educational Testing Service
Operations Manager

• Managed the scoring of Constructed Responses (essays and audio) for over 2.5M Test Takers across three of the largest ETS Brands programs, as well as other assigned lower-stakes testing programs.
• Led end-to-end processes for: Recruiting and hiring of new Raters as needed. Scheduling the Raters to score based on test taker volumes. Daily processing of Rater payroll records.
• Ran ad hoc reports using BI Analytics dashboard to monitor Rater scoring performance.
• Managed, coached and mentored 7 direct reports and 5 Adecco agency temps. Held bi-weekly One-on-One meetings with my direct reports for status updates and to provide them with a chance to discuss their career goals.
• Wrote annual Performance Evaluations for my seven direct reports, noting areas where they excel or areas that may need improvement.
• Managed a three-phase Rater Pay Reduction Project, working with HR to recruit, train, and onboard 1,200 new Raters, resulting in a potential cost saving of $3M for the organization.
• Created generic scoring and score reporting process maps across all ETS testing programs
• Worked with all stakeholders across the company to establish best practices for process controls for all testing programs to ensure score timeliness, completeness and accuracy.
• Drove continuous improvement in scoring and score reporting processes by creating SharePoint lists and forms for end users to easily update and submit monthly metrics.
• Monitored and managed the Rater Contact Center by assigning the program queues to up to 35 Process Coordinators and Agency Staff using the Five9 phone system. Provided weekly and bi-weekly status reports to management.


Sr. Process Administrator

• Oversaw end-to end processes for multiple K12 and Higher Education programs such as, recruitment of new raters, scheduling of raters and scoring 100% on-time to meet established scoring SLAs.
• Created and updated project plans for each program.
• Monitored permanent and temporary staff workloads and reassigned as needed based on program needs and demands.
• Scheduled and led status meeting for each program with Assessment Development, Program Offices, Stat Analysis and PASS to exchange pertinent information and maintain open lines of communication.
• Participated as a Subject Matter Expert (SME) in both the planning and development of the Rater Management (RM) scheduling system and the Online Network for Evaluation (ONE) scoring system, to ensure that the requirements met the departments daily operational needs.

Educational Testing Service
Online Scoring Coordinator/AP Site Lead

• Planned, scheduled and coordinated online essay reading for numerous K12 and Higher Education testing programs.
• Conducted training sessions for new Raters and Scoring Leaders in Atlanta, GA.
• Reviewed bi-weekly payroll for Online scorers and scoring leaders.
• Served as Site Lead for Advanced Placement English Literature and Psychology paper and pencil essay readings in Daytona Beach, FL. Worked with multiple vendors to accommodate travel, lodging, logistical set up of the Convention Center to hold annual Advanced Placement Readings/scoring sessions.
• Communicated daily with Readers and reading site contacts.

Online Scoring Coordinator/AP Site Lead

Planned, scheduled and coordinated online essay reading for numerous K12 and Higher Education testing programs.
*Conducted training sessions for new Raters and Scoring Leaders.
*Reviewed bi-weekly payroll for Online scorers and scoring leaders.
*Served as Site Lead for Advanced Placement English Literature and Psychology paper and pencil essay readings in Daytona Beach, FL. Worked with multiple vendors to accommodate travel, lodging, logistical set up of the Convention Center to hold annual Advanced Placement Readings/scoring sessions.
*Communicated daily with Readers and reading site contacts.

Sr Customer Service Representative

Established worldwide paper and pencil based testing centers for testing programs where Computer-Based testing sites were unavailable.

Traits
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Accountable
I take responsibility for my actions and follow through on my promises.
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Ambitious
I am strongly driven to succeed.
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Caring
I use my words and actions to help others without expecting anything in return.

Education
Montgomery High School
High School

Montgomery High School
High School, Business
Rutgers University-New Brunswick
Mini MBA
Certifications & licenses
Six Sigma Green Belt
ETS

Mini MBA
Rutgers University -New Brunswick, NJ

Business Administration and Management

Skills
  • Microsoft Office Suite
  • Contact Center Management
  • Operations Management
  • Process Improvement
  • Communications
  • Vendor Management
  • Cost Estimation
  • Cross Functional Team Leader
Volunteering
ETS Cares Fundraising Campaign
Committee Member and Auctioneer

Every year the committee would meet to discuss fundraising ideas, collect donations from area retailers and vendors that the company worked with. In October at the end of the campaign, I would auctioneer for the annual live Auction.

Links
Operations Management and Process Improvement Professional | Certified Six Sigma Green Belt

LinkedIn

More information

30 years of Operations knowledge, Process Improvement and Project/Product management experience.