Josef Maurer
MOUNT HOREB
Summary
Dynamic professional with a proven track record at Duluth Trading Company, excelling in customer service and complaint resolution. Adept at problem-solving and clear communication, I consistently enhanced client satisfaction and team performance, driving significant improvements in operational efficiency. Passionate about fostering positive relationships and empowering teams for success.
Results-driven professional with significant expertise in client management and contract negotiation. Possesses track record of securing favorable agreements and streamlining processes. Known for fostering team collaboration and maintaining flexibility to meet evolving demands.
Overview
22
22
years of professional experience
Work History
Unemployment Compensation Agent Level 2
Department of Workforce Development
10.2013 - Current
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
Call Center Lead
Duluth Trading Company
09.2009 - 09.2013
- Built strong relationships with key clients through personalized communication, ensuring long-term loyalty and repeat business.
- Contributed to company growth by consistently meeting or exceeding sales targets through proactive upselling techniques.
- Established a culture of accountability, fostering an environment where employees took ownership of their work and results.
- Led weekly meetings to discuss team goals, priorities, challenges, and progress updates, promoting open communication among staff members.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns.
- Assisted in recruitment efforts by conducting interviews, evaluating candidates'' skills, and recommending top talent for available positions.
- Collaborated with other departments to address common customer issues, streamlining processes for faster resolution times.
- Analyzed call center data to identify trends and opportunities for process improvement initiatives.
- Ensured adherence to company policies and procedures while fostering a positive work environment that promoted teamwork collaboration among colleagues.
- Delivered consistent high-quality service by closely monitoring team performance metrics.
- Reduced call escalations by empowering agents with the necessary tools, knowledge, and decision-making authority.
- Streamlined call center operations for improved productivity and reduced wait times.
Study Hall Supervisor
Monona Grove Schools
08.2008 - 08.2009
- Optimized study hall schedule by working closely with administrators to accommodate varying student needs and schedules.
- Enforced school policies consistently, ensuring fair treatment of all students while maintaining a safe learning environment.
- Provided constructive feedback on assignments, motivating students to continue refining their skills in various subjects.
- Developed strong relationships with students, fostering mutual respect and open communication lines for academic concerns or personal issues.
Teaching American History Grant DIrector
CESA 10
01.2003 - 07.2008
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Optimized staff performance by designing comprehensive training programs tailored to individual needs.
Adjunct Professor
UW-Eau Claire
01.2003 - 07.2008
- Taught history courses, providing instruction to up to 50 graduate students.
- Enhanced student comprehension by employing diverse teaching methods and incorporating multimedia resources.
- Strengthened critical thinking skills in students through the incorporation of problem-based learning activities.
- Encouraged class discussions by building discussions into lessons, actively soliciting input, asking open-ended questions and using techniques to track student participation.
- Empowered students to take ownership of their education by facilitating opportunities for independent research projects within specific areas of interest.
- Built relationships with students, mentoring on personal, professional and academic goals while providing coaching on effective study habits.
- Graded quizzes, tests, homework, and projects to provide students with timely academic progress information and feedback.
- Boosted class participation rates by fostering a positive and collaborative learning environment.
Education
Master of Science - Curriculum And Instruction/History
UW-Whitewater
Whitewater, WI05-1994
Bachelor of Science - Social Studies Education
UW-Whitewater
Whitewater05-1989
Skills
- Problem-solving skills
- Positive attitude
- Customer service and care
- Problem-solving
- Clear communication
- Customer complaint resolution
- Documenting information
- Service support
Timeline
Unemployment Compensation Agent Level 2
Department of Workforce Development
10.2013 - Current
Call Center Lead
Duluth Trading Company
09.2009 - 09.2013
Study Hall Supervisor
Monona Grove Schools
08.2008 - 08.2009
Teaching American History Grant DIrector
CESA 10
01.2003 - 07.2008
Adjunct Professor
UW-Eau Claire
01.2003 - 07.2008
Master of Science - Curriculum And Instruction/History
UW-Whitewater
Bachelor of Science - Social Studies Education
UW-Whitewater
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