Summary
Overview
Work History
Education
Skills
Timeline
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Maurcia St John

Summary

Success-driven professional with over twenty years’ experience building high-performing teams to maximize potential and exceed personal and company goals. Through strong relation-building, coaching, and performance managements, have established track record of high -performance, employee engagement and consistent achievement of business targets.

Overview

24
24
years of professional experience

Work History

Account Executive

  • Work directly with telecommunications clients, handling issues for billing, technical, bulk and commercial support with a goal of resolving issues while delivering an exceptional quality experience to dozens of clients per day.
  • Frequently recognized for outstanding performance, leading to regular off-line projects and assignments, including backfilling leadership to support team, committee work, training, and continues success led to promotion to leadership

Supervisor – Customer Care

Comcast
02.2000 - 12.2023
  • Responsible for Coaching Development teams of 10-20, providing technical support, billing, client retention and sales
  • Coaching focused on success for individual and to achieve business targets in Sales, Efficiency and Quality
  • Coaching to behaviors using AI (Artificial Intelligence)
  • Led best-in-class team for Employee Engagement, measured by strong eNPS Results, as well as Customer Excellence measured by our cNPS results
  • Lead projects and initiatives focused on business and team goals, sales incentives, and employee engagement from creation to implementation, continually driving success and ROI to organization
  • Development Specialist 1.2005 - 6.2006
  • Leadership role with responsibility for support Supervisor Team, coaching and developing front-line customer facing trams providing client support on Billing, Technical Support of multiple product lines
  • Measured on Coaching quantity and quality, with focus on upward trending of quality results. As well as driving success in Sales, and Productivity month over month
  • In partnership with Supervisor in leading team, consistently recognized as a highly effective coach and leader for in consistency and positive results
  • Handled client escalation for issues requiring greater subject matter expertise of higher level of customer-handling

Education

Bachelor of Science - Management Information Systems

Salem State College
Salem

Associate of Science - Business Administration

Bunker Hill Community College
Charlestown, MA

Skills

  • Customer Service
  • Team Leadership
  • Staff Development
  • Communication
  • Conflict Resolution
  • De-escalation
  • Client relationship building
  • Interpersonal skills
  • Strategic initiatives

Timeline

Supervisor – Customer Care

Comcast
02.2000 - 12.2023

Account Executive

Bachelor of Science - Management Information Systems

Salem State College

Associate of Science - Business Administration

Bunker Hill Community College

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Maurcia St John