Plus years of professional experience
Maurice Williams
Houston,TX
Summary
Experienced professional with a successful career in Customer Service. Excel at interfacing with others at all levels to ensure organizational goals are attained. Proactive approach has resulted in capturing numerous accounts and expanding client base. Possess excellent interpersonal, analytical, and organizational skills. Advance within highly competitive environments where leadership skills are the keys to success. An effective team member with the skills necessary to direct, train, and motivate staff to its fullest potential.
Multi-talented Service Agent with 20 years of experience boosting sales and increasing profits by motivating staff and assisting customers. Results-driven focus on monitoring staff member performance and offering advice on effective sales methods. Successful at resolving complex issues by working closely with employees, suppliers and customers.
Overview
20
20
Work History
Customer Experience Supervisor
MP2 Energy/Shell Energy
Houston, TX
06.2021 - 04.2024
- Ensured compliance with internal policies as well as external PUCT regulations.
- Recommended improvements in products, service and process methods to management to prevent future problems.
- Developed strategies for improving customer satisfaction and loyalty.
- Provided training and coaching to new team members on customer service best practices.
Documentation Specialist
Burnett Staffing/Vroom
Houston, TX
09.2020 - 04.2021
- Trained newly hired top talent to fill key positions and maximize productivity
- Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
- Kept documents moving in proper flow by applying strong organizational, planning and multitasking abilities.
- Complied with safety regulations in terms of document control, strictly following all corporate procedures and federal rules.
- Initiated process improvements to company's current procedures after careful study, increasing overall productivity.
- Volunteered to work on special projects and took on additional tasks to assist Acquisitions department.
Business Operations Underwriter
Beyond Finance
Houston, TX
10.2019 - 04.2020
- Reduced process gaps while training new hires on products, software, operational best practices and office protocols.
- Resolved average of 135 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.
- Determined level of acceptable risk by reviewing applications for coverage and loss control reports.
- Worked with colleagues to review and accept or deny new and renewal business.
- Trained newly hired individuals and preformed any other duties request from management.
Customer Service Specialist
Comcast
Houston, TX
04.2016 - 09.2019
- Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction
- Resolved conflicts and negotiated agreements with customer in order to reach win-win solutions to disagreements and clarify misunderstandings
- Provided onsite training to new and tenured agents
- Consistently met service team sales targets and call handling quotas consistently.
Case Investigator
The Marker Group, LLC
Houston, TX
05.2013 - 01.2015
- Mastered the foundation upon which the plaintiff's entire medical and/or employment history can be evaluated.
- Extracted virtually any information needed by the litigation team.
- The analysis can include dates of service or treatment.
- Create an index of custodians from the contents of the records obtained.
- This index is carefully matched to our proprietary database to identify all potential custodians.
- We research and retrieve newly identified records according to the client's needs.
- Helped reduced the overall costs of litigation while increasing the speed of making critical litigation decisions based on pertinent records.
Assistant Manager/ Sales
New Touch Investment Group LLC
Houston, TX
03.2013 - 01.2016
- Low-profile management position with light sales, budgeting /record keeping
- Employee management, exceptional customer service
- Answered and directed incoming calls, responded to conduct one-on-one client consultations to identify customer needs and answer questions regarding the services offered
- Perform needs evaluations upon request
- Cross-sell various services and products to clientele and negotiate contracts
- Organized and manage client records
Personal Banker/ Business Champion
Wells Fargo Bank N.A
Houston, TX
12.2007 - 03.2013
- Accountable for soliciting consumer and business accounts and developing strategic alliances with clientele
- Develop tactics to increase sales and profit within my position
- Devise and implement innovative marketing principles and promotional sales events for commercial projects to further support financial growth
- Cross-sell banking services and products to clientele
- Participate in community events to position the bank as a leader within the territory
Skills
- Developed a strategic marketing campaign targeting Accountants, Attorneys, and Medical professionals which has generated substantial referrals
- Top-notch Customer service and an expert in de-escalation
- Product and service knowledge
- Staff training and development
- Closing and contract negotiations
Affiliations
- Assisted Coaching little league baseball and soccer teams for local children (7+ years).
Accomplishments
- Elite Member of Comcast Top Agents
Timeline
Customer Experience Supervisor
MP2 Energy/Shell Energy
06.2021 - 04.2024
Documentation Specialist
Burnett Staffing/Vroom
09.2020 - 04.2021
Business Operations Underwriter
Beyond Finance
10.2019 - 04.2020
Customer Service Specialist
Comcast
04.2016 - 09.2019
Case Investigator
The Marker Group, LLC
05.2013 - 01.2015
Assistant Manager/ Sales
New Touch Investment Group LLC
03.2013 - 01.2016
Personal Banker/ Business Champion
Wells Fargo Bank N.A
12.2007 - 03.2013
Similar Profiles
Tamara Hughes-DiaiTamara Hughes-Diai
Trainer at MP2 EnergyTrainer at MP2 Energy
Nana Yaa Bimpomaa OforiNana Yaa Bimpomaa Ofori
First Customer Advisor at Shell Energy Retail Limited (Now Octopus Energy)First Customer Advisor at Shell Energy Retail Limited (Now Octopus Energy)
Kate ColemanKate Coleman
Customer Experience Hub Lead – Telco at Shell Energy/Octopus EnergyCustomer Experience Hub Lead – Telco at Shell Energy/Octopus Energy
Chukwunyereze EneChukwunyereze Ene
Chart Retrieval Specialist at EpisourceChart Retrieval Specialist at Episource
Daniel PerezDaniel Perez
Medical Lab Technician (Lead Tech) at HCA Clear Lake Regional Medical CenterMedical Lab Technician (Lead Tech) at HCA Clear Lake Regional Medical Center