Maurice Cross
Decatur,GA
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
16
16
years of professional experience
Work History
Senior Resolution Coordinator for Fraud
Walmart
Atlanta
11.2021 - Current
- Take a high volume of incoming calls, chats, and emails from customers, stores, and associates while navigating multiple systems to aid in answering questions and resolving issues
- Also we check accounts for Refund abuse to make sure when a customer says they never got there item delivered or lost that its a Valid Claim
- Also we assist with refunds on Lost items as well.
- Researched and analyzed customer complaints to identify trends, potential root causes, and opportunities for improvement.
- Analyzed and monitored customer accounts for suspicious or fraudulent activity.
- Investigated and reported on potential fraud cases.
- Assisted in developing policies, procedures, and protocols to prevent fraud and protect company assets.
- Developed risk mitigation strategies to reduce the likelihood of future fraud incidents.
Uber Driver
uber
Atlanta
12.2017 - Current
- Safely and efficiently delivered multiple passengers daily
- Demonstrated proficiency in navigation, utilizing GPS and other routing apps to determine the best routes
- Maintained a clean and safe vehicle to enhance the passenger experience
- Consistently received high ratings from passengers for excellent service.
Payment Processor
Fiserv
Alpharetta
08.2018 - 06.2019
- A payment processor is a financial clerk who records and processes payments for bills, fines, fees, or other transactions
- Payment processors are employed by government offices, banks, mortgage and insurance companies, and other consumer services.
Maintenance Engineer
Hampton Inn and Suites
Alpharetta
02.2017 - 02.2018
- The primary duty of a hotel chief engineer is to ensure the smooth daily operation and guest appeal of the hotel
- Within the hotel, chief engineers may direct the maintenance staff on small repairs, such as patching drywall, fixing faulty wiring, or unclogging drains.
Customer Service Representative
SITEL
Clarkston
08.2016 - 01.2017
- Inbound calls from customer concerning sales, credit card accounts rewards accounts
- Fixing any issues with customer orders or making orders
- Served as the main liaison between customers, management and sales team
- Provided an elevated customer experience to generate a loyal clientèle.
Telesales Representative
Comcast
Alpharetta
08.2015 - 01.2016
- Makes outbound calls to existing customers to sell products such as High Speed Internet, CDV, or Video service as well as displays a strong on focus on goal achievement and results
- Generates prospective customers through cold calling and closes sales generated by cold calling by displaying excellent verbal and written skills
- Qualifies and follows up with sales leads
- Keeps up-to-date with industry knowledge, as well as the competitive posture of the Company
- Maintains a thorough knowledge of Company products/services
- Informs customers of new services available
- Contacts customers to check quality of services, to discuss past due bills, or to verify installation dates
- Demonstrates strong influencing skills with customers, influencing them to purchase products and services
- Manages customer interactions by resolving issues and managing communication.
Line Technician
Nalley Toyota of Roswell
Roswell
05.2010 - 04.2015
- Communicated effectively with customers on future problems and repairs that might need to be addressed
- Upheld top-quality workmanship and excellent customer service
- Repaired, replaced and adjusted brakes and brake pads
- Operated equipment, such as, infrared engine analyzers, compression gauges, and computerized diagnostic devices
- Conducted routine and scheduled maintenance services, such as, oil changes, lubrications and tuneups
- Cleaned and removed grease on engines and engine compartments using specific chemicals
- Verified vehicle serviceability by conducting test drives and adjusting controls and systems.
Lube Technician
Pep Boys
11.2007 - 05.2010
- Provided various maintenance services including oil changes, tire rotations and replacements
- Corresponded with customers in regards to future repairs and services and current status of vehicle.
Education
Bachelor's - Computer Science
Independence University
Atlanta, GA04.2024
High school or equivalent -
Loy Norixx High School
01.2000
Skills
- AUTOMOTIVE (10 years)
- END USER SUPPORT (2 years)
- DATA ENTRY (3 years)
- Brake Repair
- Oil Change
- Automotive repair
- Organizational Skills
- Jira
- Computer Networking
- Microsoft Windows
- Software troubleshooting (1 year)
- Java
- Linux
- SQL
- Git
- Microsoft SQL Server
- De-Escalation Techniques
- Problem-Solving
- Problem-solving abilities
- Fraud Detection
- Account information review
- Fraud patterns
- Telephone and email etiquette
- Loss Prevention
Work Authorization
Authorized to work in the US for any employer
Personal Information
Relocation: Anywhere
Timeline
Senior Resolution Coordinator for Fraud
Walmart
11.2021 - Current
Payment Processor
Fiserv
08.2018 - 06.2019
Uber Driver
uber
12.2017 - Current
Maintenance Engineer
Hampton Inn and Suites
02.2017 - 02.2018
Customer Service Representative
SITEL
08.2016 - 01.2017
Telesales Representative
Comcast
08.2015 - 01.2016
Line Technician
Nalley Toyota of Roswell
05.2010 - 04.2015
Lube Technician
Pep Boys
11.2007 - 05.2010
Bachelor's - Computer Science
Independence University
High school or equivalent -
Loy Norixx High School