Willie Maddox

**** ******* ***** **** *** ****

Houston, TX 77068

737-***-****

ad3av6@r.postjobfree.com

Summary of Qualifications

Energetic customer service specialist who is client focused, full of positivity, strives to identify problems, provides satisfactory solutions. A leader who thinks strategically and globally, operates with integrity, and communicates effectively using mutual respect.

Area of Expertise

Over 25 years of stellar customer service experience. Customer focused. Excellent written and verbal communication skills, with an eye for detail. Extremely productive in a high volume, high stress environments. Proficient in the use of Windows and Microsoft systems. Independently capable of operating with high efficiency under little supervision. Great motivator and team builder

Work Experience

Violation Enforcement Liaison

TTEC/TX Tag – Austin, TX

April 2023 – present

● Accurately analyze data and violation records to determine, prepare and ensure the validity of charges prior to the HV

● Organizes and maintains files of records and correspondence of both routine and confidential nature.

● Preparing evidence packets required for court proceedings and ensuring the maximum number of eligible violators are pursued in accordance with established business rules

● Handle telephone inquiry regarding violations that have progressed to the court process. as well as payment plans associated with current and previous court settlements.

● Review and draft correspondence in email and word processing systems.

● Appear in court as expert witness on behalf of TX Tag

● Follow up with assigned precincts for upcoming court cases

● Prepare case file for upcoming court cases

● Review research information submitted by violation Enforcement Clerk

Violation Enforcement Clerk

Faneuil-TTEC/TX Tag - Austin, TX

Faneuil - October 2020 to July 2022 – TTEC August 2022 – Promoted to Liaison April 2023

Responsible for performing the many functions such as: account review, account maintenance, records maintenance, customer service, and ensuring that 100% of each step in the Habitual Violator program is processed accurately and within the timeframes defined.

Duties:

Serves as the technical subject matter expert of program information to include the HV program.

Assists customers' questions by providing guidance and technical support when needed.

Ensures they meet quality and performance expectations.

Ensures they meet or exceed agent activity such as handling times, efficiency, and schedule adherence.

Handles inbound phone calls.

Responsible for handling difficult questions and/or escalations from the customers on the phone.

Identifies issues with accounts and escalates call to Supervisor.

Assist Supervisor with call center escalations via email, phone and fax.

Ability to demonstrate quality attributes and stellar dependability.

Fosters a positive, competitive environment and participates in all activities.

Ability to accept coaching opportunities.

Performs other work as required and assigned.

Call Center Agent

The HT Group (ADC Clinic)

January 2020 to March 2020

Assisted patients with setting in login credentials for the company portal to view medical records, set up appointments with their primary care physician and sent messages to the nurse practitioner when appropriate. Assisted with login issues and password resets.

Assistance with setting up appointments, rescheduling appointments or cancelling appointments with their primary care physician or nurse practitioner.

Customer Service Representative

VISA (Aerotek) - Austin, TX

November 2019 to January 2020

Handled inbound calls from VISA customers who call regarding fraud protection.

Assisted customers with verifying their transactions on their debit cards.

Assisted with closing customer accounts if necessary and issuing replacement cards.

Web Integrations Solutions & FedEx Ship Manager Server Support Rep

Harte Hanks - Austin, TX

October 2017 to October 2019

Assisted customers with setting up web integration's and obtaining API keys.

Provided troubleshooting of XML & HTML transactions when errors occurred during shipping of packages.

Provided Technical support to FedEx customers using our servers when errors occurred processing shipment transactions.

Help Desk Technician

KForce/Home Depot - Austin, TX

May 2016 to October 2017

Provided technical support to store associates via telephone, email and through tickets.

Identified and resolved issues pertaining to network configuration, hardware and software.

Created help desk documentation with step-by-step instructions on problem resolving techniques for store associates.

Mediation Liaison

Concentrix/General Motors - Austin, TX

August 2014 to May 2016

Served as a Mediator between General Motors and the Plaintiff Counsel for the customer for vehicle trades and vehicle buy backs.

Investigated vehicle/manufacture defects on GM vehicles - Maintains cases and legal files and records.

Gathered all information for Arbitration hearing if the customer goes to arbitration.

Technical Support & Customer Service Representative

AT&T - San Antonio, TX

November 2013 to July 2014

Handled customer questions, complaints, and billing inquiries to resolve customer. Answer customer/client requests or inquiries concerning services, equipment, claims, and reports problem areas.

Offered alternative solutions where appropriate with the objective of retaining customer's business.

Handled business transactions in connection with activation of new customer accounts on a computer terminal.

Education

Associate in business

Mansfield Business School - San Antonio, TX

Skills

LAN

Dismiss

XML

JavaScript

Software Troubleshooting

HTML5

Microsoft SQL Server

SQL

Java

MySQL

Military Service

Branch:

United States Navy

Service country:

United States

Rank:

Petty Officer Third Class

August 1986 to September 1991

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