Summary
Overview
Work History
Education
Skills
Professional Overview
Timeline
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Maurice Fulton

San Antonio,TX

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in Banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

11
11
years of professional experience

Work History

Business Platinum Customer Service/ Business Online Tech Support

JP Morgan Chase Bank
03.2021 - Current
  • Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
  • Streamlined communication channels for increased efficiency in resolving business customer issues.
  • Collaborated with team members to develop new strategies for improving the overall customer experience.
  • Managed a high volume of inbound calls, ensuring timely responses and resolution for business customers.
  • Provided expert guidance on products and services tailored to meet the unique needs of each business client.
  • Conducted thorough research to resolve complex customer inquiries, resulting in improved satisfaction rates.

HECS/Customer Service/Tech II Support

Citibank
10.2012 - 09.2020
  • Perform team lead duties to ensure adherence and feedback are performed for management staff
  • Supervised adherence to RTA and group chats to ensure availability and peer coaching
  • Provided a collaborative report to assist the management process of opening trouble ticket and ensure reports to developers with continued progress from start to end
  • Maintain client base and retain client satisfaction as an escalated client advocate for Citi Mobile, Citibank Online, Citi Business Online, Citi Personal Wealth Management, Inter Institutional Transfers
  • Conduct team huddles to educate and up train ticket process, high alert items and results of completed projects
  • Utilized as Tech II new hire trainer
  • Performed successful output of strong leadership and enhance performance
  • Achieved high results in advocate performance initial OJT
  • Advocate was able to work through high call volumes, navigate through multiple systems and utilize correct documentation with minimum learning curve.

Education

Brackenridge High School
San Antonio, TX
01.2003

Skills

  • Account Management
  • Data Entry
  • Microsoft Word
  • Microsoft Excel
  • Microsoft Outlook
  • Time Management
  • Creative Problem Solving
  • Critical Thinking
  • Customer Service
  • Organization
  • Call Center Experience
  • CRM Software
  • Complaint Handling
  • Interpersonal Skills
  • Adaptability
  • Performance Metrics
  • Effective Communication
  • Product Knowledge
  • Telephone Etiquette
  • Active Listening
  • Problem Solving
  • Computer Literacy
  • Decision Making
  • Multitasking

Professional Overview

Excellent communication and computer skills; ability to work independently or as part of a team to meet project deadlines; multicultural awareness with a high level of adaptability.

Timeline

Business Platinum Customer Service/ Business Online Tech Support

JP Morgan Chase Bank
03.2021 - Current

HECS/Customer Service/Tech II Support

Citibank
10.2012 - 09.2020

Brackenridge High School

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Maurice Fulton