Maxine Morrison

• Ensure compliance with State Unemployment Insurance Law as a Contributions Specialist,
• Responsible for contacting liable employers to collect delinquent U. I. reports and payments of taxes, interest and/or penalties.
• Determine the liability of employers to pay Maryland Unemployment Insurance Contributions.
• Service all employers whether liable and/or not liable.
• Investigate and respond to employer inquires concerning their accounts
• Promote high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Prioritize and organize tasks to efficiently accomplish service goals.

• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Actualized strategies to continuously improve customer service, company, and brand visibility
• Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
• Increased repeat customer base by maintaining relationships, and effectively managing service issues
• Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment..
• Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
• Trained newly hired Customer Service Representatives to fill key call center positions and maximize productivity.
• Conducted training classes for employees on features and operation of products, client tools and processes.

• Created effective business plans to focus strategic decisions on long-term objectives.
• Monitored progress by establishing plans, budgets and measuring results.
• Prepared detailed reports outlining operational results on a regular basis.
• Assessed reports and adjusted workflows to realign with targets.
• Analyzed financial data to make informed decisions on cost savings initiatives.
• Assessed and evaluated business procedures and implemented structure to improve day-to-day operations.
• Identified and solved complex strategy problems to drive organizational goals
• Facilitated HR operations, including strategic workforce planning, performance management, staffing and administration of benefits
• Directed training improvements to reduce knowledge gaps and eliminate workforce performance inefficiencies
• Ensured compliance with applicable laws, regulations, industry standards.

Instructor:

• Developed curricula, guides and course materials to reinforce lecture information and help students learn.
• Developed and implemented lesson plans based on curricula objectives, along with supporting materials to promote positive learning experiences.
• Instructed adult learners using a variety of methods such as lectures, demonstrations, role playing exercises and hands-on activities.
• Maintained a positive learning environment through effective classroom management techniques.
• Used videos, and moderated discussions to engage students during class.