Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Myles Maxwell

Los Angeles

Summary

Proven to excel in data integrity and client relationship management, I significantly exceeded all KPIs agreed to while employed by JLL, serving Google and Bank of America. My expertise in Salesforce and leadership skills drove project success, ensuring precise data governance and impactful customer solutions.

Overview

14
14
years of professional experience

Work History

DATA INTEGRITY SPECIALIST - Google Account

JLL
Los Angeles
06.2022 - 01.2024
  • Served as the primary liaison for Google employees providing them excellent customer care and communication
  • Demonstrated success by consistently exceeding client defined KPI's (Average SLA: 98.5%, off of an average 1,638 service tickets received in 2023)
  • Focused on the successful delivery of the Google Admin Panel tool and calendar setup and maintenance, including request intake, setup coordination, and closeout of tasks related to the technological release of bookable meeting or event space calendars.
  • Primary POC for Admin Panel & Tririga related activities and updates throughout the lifecycle of the initiative
  • Assisted the Google Facility Management team with the Bay Area relocation project of over 1,000 Bay Area-based employees.
  • Assisted in developing and implementing the calendaring services for Waymo self driving cars in Bay Area
  • Successfully maintained calendars, set-up timelines for several RTO, move, and site opening projects for Bay Area Google employees
  • Led the successful delivery of the set-up by proper project controls (ensuring adherence to scope/schedule), change management, and application of Google delivery methodology
  • Performed data analysis and validation to ensure accuracy of records in multiple databases.
  • Maintained data integrity by creating and enforcing policies and procedures for the collection, storage, retrieval, archiving, and destruction of all data.
  • Proactively identified, documented, monitored, and mitigated privacy and data risk
  • Accountable for the success of projects identified as being part of the domain
  • Accountable for following governance and process management guidelines provided by playbook processes
  • Coordinate logistics to kickoff and run move projects, RTO projects, to completion
  • Identified dependencies and work with the team to resolve by collaborating with the requestor, other vendor teams, and other project/module contacts
  • Tracked and Reported on KPIs in the weekly status reports
  • Assisted with defining scope/schedule for new set-ups and any Change Request Opportunities
  • Created reports to document findings from data integrity reviews.
  • Provided technical guidance on best practices for maintaining accurate records within a variety of systems.
  • Demonstrated leadership and Presentation Skills, Strong Customer Service skills, Good Organizational and Time Management Skills, Ability to produce and present project timeline to stakeholder, requesters, and team, ability to communicate in both technical and non-technical terms, Introduction to Project Management Lite methodology, Experience in Real Estate & Facilities Management, Conceptual knowledge of IWMS, Strong Analytical and Problem Solving Skills
  • Experience in Salesforce, Tririga, CoStar Real Estate Manager

VENDOR ASSISTANT MANAGER - Bank of America Account

JLL
Los Angeles
03.2020 - 06.2022
  • POC as an in-between for the client and vendors regarding projects, routine tasks, governance, etc
  • Performed onsite audits to ensure Client sites were in compliance with Bank standards in Mail, Copy, Secure Destruction, and Food Services
  • Maintained detailed records of vendor contracts and payments.
  • Collaborated with vendors to ensure quality control standards were met.
  • Provided administrative support for the vendor team on various projects.
  • Processed vendor invoices and payments according to company policies and procedures.
  • Coordinated shipments and deliveries between vendors and customers.
  • Developed relationships with existing vendors to ensure optimal service levels.
  • Assisted in RTO processes (Onsite, via Corrigo work orders, emails, phone/video conferences)
  • Adhered to client invoicing guidelines and expectations around vendor payments, and work orders
  • Created all documented processes surrounding Secure Destruction during vendor transitional period in line with Bank governance standards
  • Responsible for generating reports, using the Corrigo Work Order System
  • Consistently engaged in daily activities including providing support and meetings with Project Teams, Facility Managers, peers, and leadership resulting in more effective communication and overall increase in team morale and workflow

CALL CENTER SUPERVISOR - Bank of America Account

JLL
Charlotte
10.2018 - 03.2020
  • Demonstrated success by consistently exceeding client defined KPI's (Average SLA: 93%, ACR 1.4% based off of an average 9,000 calls a month)
  • Directly responsible for the hiring, onboarding and performance management of 15 team members
  • Coordinated training of new platform (Corrigo) for the team
  • Developed and implemented customer service policies and procedures.
  • Analyzed customer feedback data to identify trends in customer service issues.
  • Reviewed daily reports on call volume, abandoned calls and other statistics.
  • Ensured appropriate staffing levels to drive cost savings and performance for a variety of shifts by applying analytics to volume trends, monthly projections, and appropriate employee schedule management
  • Provided unique analytics based on year over year projections related to client and firm supported holidays, and increased savings to the client with said reports having the Domestic Solutions Center end hours of operation earlier
  • Proactively generated team schedules and monitored adherence, to mitigate KPI metric risks
  • Managed all time off requests, PTO balances and schedules
  • Demonstrated superior Customer Service Resolution skills by addressing client concerns and providing effective action plans to resolve and prevent further instances as swiftly as possible
  • Successfully integrated company's vision related to effective 1:1's by creating an open environment with each CSR encouraging organic conversations, openness to coaching, and improved performance
  • Coordinated client mandated, and JLL training courses, and scheduling with the team in a manner to always have them completed prior to deadlines
  • Consistently ensured that daily activities included providing support and meetings with CSR's, Team Leads, peers, and leadership resulting in more effective communication and overall increase in team morale and workflow
  • Provided support to the client during multiple 'Natural Disasters' with the JLL BDRP (Business Disaster Recovery Plan) Line
  • Developed new processes and workforce management routines in order to support company-wide upgrade related to our telephony system
  • Demonstrated proficiency in reporting platforms specific to JLL such as Reports Wizard, OVA, Citrix/Clarify and ININ
  • Active participant in JLL's Chapter of the Building Pride ERG and African American Business Network
  • Assisted Teammates to retrieve their possessions with haste by granting access to their lockers and resetting their locker combinations

CALL CENTER TEAM LEAD - Bank of America Account

JLL
Charlotte
10.2017 - 10.2018
  • Consistent top performer based on outlined call center metrics, averaging a score of 108% over 8 months
  • Handled client complaints and provided effective solutions with urgency, resulting in an increase to customer satisfaction despite the initial client concern
  • Coached/trained members of team, resulting in improved performance demonstrated by significant increases to their individual scorecards month over month
  • Consistently ensured that daily activities included providing support and touch bases with CSR's, my peers, and leadership resulting in a more effective communication and increase in morale
  • Provided analytics based on forecast models resulting in an increase to the Solutions Centers effectiveness as it pertains to their staff model
  • Forecasted staffing needs for holidays in effort to provide appropriate coverage and validate cost savings
  • Proactively reduced staff during periods of slow volume to provide cost savings without impacting the client service
  • Developed processes and walkthroughs related to scheduling activities and working within the ININ's Optimizer program
  • Performed monthly audits reviewing CSR work and ensure that all key quality metrics were being met for those metrics not met, provided appropriate feedback and support to ensure continued employee growth and customer experience
  • Developed a strategy to more accurately determine the cost charged to the Client from international support teams and shared services support teams, thus increasing oversight and accuracy related to shared services charge backs
  • Provided reporting and basic analytics related to data pulled from OVA, Clarify, and ININ
  • Active participant in several ERG's such as Building Pride and the African American Business Network
  • Recognized by leadership for ability to demonstrate a leadership mentality while still ensuring I am an actively producing and acting as a team player
  • Demonstrated effective coaching and leadership by bringing up my overall team's scorecard average from a 69% to a 96% in one month

CUSTOMER SERVICE PROFESSIONAL - ATT&T and Walgreens Accounts

CBRE
Charlotte
03.2016 - 10.2017
  • Key player in assisting the account in achieving client specific KPI's for the two largest accounts
  • Responsible for the processing of work order requests via phone, approximately sixty calls a day) and emails (approximately three hundred a day)
  • Trained fellow Customer Service Representatives on systems used for better comprehension, including but not limited to Agents senior than myself during this period
  • Demonstrated ability to develop appropriate relationships regardless of client/vendor/facility partner association
  • Established role specific expertise in work order management platforms (Corrigo, Service Insight)

MEDICAL ADMINISTRATIVE ASSISTANT/ PHARMACEUTICAL SALES

The Carolina Men's Clinic
Charlotte
02.2015 - 03.2016
  • Exhibited the highest customer service standards when conducting in-depth interviews with patients to assist in the establishment of proper treatment plans and care
  • Maintained patient files electronically and manually, developed systems to track communications had or to be had between patients and Counselors/Doctors
  • Scheduled patient appointments consistently above the required KPI of 75% call-to-schedule rate
  • Demonstrated a high level of attention to detail not only through proper record keeping, but also in organizing the office to increase occupancy without sacrifice to general efficiencies
  • Appropriately leveraged professional relationships with insurers, organizations, and patients to ensure financial obligations were met in a timely manner, to avoid disrupts to treatment and negatively impact the patient

Server

The Cowfish
Charlotte
04.2013 - 09.2014
  • Provided face to face service to customers in a high-volume situation including: receiving orders, handling and delivering food, supplying the kitchen with any information of allergies or preferred diets of the customer for best service results
  • Responsible for timely dispensation of customers' orders, and timely overturn of available seating after the customer has left to allow future customers to be seated
  • Received storage of inventory, made sure stations were stocked and properly maintained

CO-OWNER/OPERATOR

Poor Richards Book Shoppe
Charlotte
09.2009 - 04.2013
  • Generated a significant customer base through utilizing various social media platforms, face to face interactions, and organizing community events
  • Maintained the general ledger including inventory, sales, and general building operating expenses
  • Created and achieved aggressive sales and service goals to enhance customer experience, resulting in awards being received such as 'Best of Gaston County'
  • Responsible for managing a team of four employees including training, onboarding, costs associated to burden, and sales goals
  • Accountable for all building regulations and compliances in accordance with the ADA, licenses and certifications associated with the sale of alcohol, restrooms and sanitation requirements
  • Took lead management of design, build out, and functionality relating to the opening of a brand-new retail location

Education

Some College (No Degree) - Broadcast Journalism

Gaston College
Dallas, NC

Skills

  • Work Order Management
  • Client Relationship Management
  • Salesforce
  • Excel/Sheets
  • CoStar Real Estate Manager
  • Tririga
  • Quality Control
  • Citrix
  • On-Site Audit
  • Team Leadership
  • Training
  • Process Creation/Audit
  • Regulatory Compliance
  • Budgeting
  • Problem Analysis/Resolution
  • Data validation
  • Data integration
  • Data governance
  • Presentation skills
  • Root-cause analysis
  • Data analysis
  • Data management

References

References available upon request.

Timeline

DATA INTEGRITY SPECIALIST - Google Account

JLL
06.2022 - 01.2024

VENDOR ASSISTANT MANAGER - Bank of America Account

JLL
03.2020 - 06.2022

CALL CENTER SUPERVISOR - Bank of America Account

JLL
10.2018 - 03.2020

CALL CENTER TEAM LEAD - Bank of America Account

JLL
10.2017 - 10.2018

CUSTOMER SERVICE PROFESSIONAL - ATT&T and Walgreens Accounts

CBRE
03.2016 - 10.2017

MEDICAL ADMINISTRATIVE ASSISTANT/ PHARMACEUTICAL SALES

The Carolina Men's Clinic
02.2015 - 03.2016

Server

The Cowfish
04.2013 - 09.2014

CO-OWNER/OPERATOR

Poor Richards Book Shoppe
09.2009 - 04.2013

Some College (No Degree) - Broadcast Journalism

Gaston College

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Myles Maxwell