Customer Service Call Center
Resume:
MAURICE CARLTON
********@***.***
SUMMARY OF EXPERIENCE
Client Relations Director • Call Center Director • Customer Service Head • Dir., Client Services High-Volume Call Centers • Representative Training • Objection Handling • Customer Service I have exceptional account management skills with the ability to inspire others and gain trust through building relationships and efficient problem solving. I have strong leadership techniques and pay close attention to detail. I have proven success in identifying, developing, and closing critical opportunities that consistently achieve measurable results. I have developed valuable skills in training, project management and Implementation of projects, as well as contact center management. EDUCATION
Undergraduate Studies in Speech and Communications Dramatic Arts MFA
Oakland University Rochester, Michigan
ATTENDED ONLINE COURSE AT ASHWORTH COLLEGE FOR MEDICAL BILLING AND CODING, MEDICAL TERMINOLOGY. 4.0 GPA
METRO PLUS HEALTH CSR, FROM JULY 31ST 2023 TO PRESENT Responsible for providing comprehensive high-quality service to all customers. The primary responsibilities, include but are not limited to, answering customer calls, proactively working to resolve our members and providers questions and concerns, responding to and documenting all customer encounters, intaking complaints, conducting outreach and retention efforts, assisting with PCP selections and handling all provider inquiries related to eligibility, claims and authorizations. Scheduling of Personal Home Care Services, Dental appointments, and in general appointments when needed for a wide variety of Providers.
• Research and respond accurately to all customer inquiries related to eligibility, benefits/ services, claims and authorizations.
• Classify and record all customer encounters clearly and concisely.
• Identify and escalate complex issues and provide follow-up/ closure.
• Identify and intake customer complaints capturing all pertinent information.
• Assist members with PCP selection, as well as, locating providers and vendors within Plan’s network.
• Verify and update member demographic information.
• Process requests for member materials, such as ID cards, member guide, provider directory, etc.
• Handle enrollment inquiries and generate sales leads.
• Handle disenrollment requests and pro-actively conduct retention efforts.
• Perform outreach related to New Member Orientation and PCP Term/ Resign projects.
• Process premium payments.
• All other duties and special projects as assign by the Director of Customer Services. CALL CENTER AGENT FOR THE MARYLAND DEPARTMENT OF LABOR UNEMPLOYMENT DIVISION. BPC FRAUD UNIT FROM Sep 2021 – Feb 2023
● Ranked as #1 Call Center Agent for The State of Maryland Unemployment Division Fraud Dept.
● Maintained highest system metrics in the call center by delivering outstanding customer service.
Responsible for providing Claimant solutions for verification for Proof of Identity, reporting Identity Theft, Over Payment Waiver submissions, Release from Fraud Status, 1099G Corrections, Worked Remotely from Home.
CARLTON MARKETING COMPANY
NEW YORK CITY FREELANCE INDEPENDENT SALES CONTRACTOR June 2016 to 2023 The Steve Padernacht RE Team at KELLER WILLIAMS, Jan 2023 – JULY 2023 In house Telemarketer for FSBOs, utilizing MOJO DIALER Grand Properties Luxury Home Staging Oct 2022 – Jan 2023 Independent Contractor soliciting for luxury home staging for high end properties in the New York City Real Estate market.
Cre8r Luxury Re Staging May 2020 June 2022
Senior Sales Representative
● Staged a $4.1M condo property, winning Compass Real Estate Account for Luxury Staging.
● Secured various client accounts with Compass Realty, Corcoran Group, Douglas Elliman, etc. Licenses: PASSED NYS RE SALESPERSON TEST Oct 2022
Trained in Property Management for Co-op/Condo, Board communications, Rental Leases and Renewal of Leases, MLS, Social Media Marketing, Staging and onsite video presentations. LAWRENCE CHAMBER OF COMMERCE
MEMBERSHIP SALES REPRESENTATIVE April 2014 – 2016
Negotiated a 33% commission on all membership sales for The Chamber of Commerce. Responsible for Business Membership sales by educating small and large businesses to the advantages for marketing and advertising as Chamber Members as well as, civic responsibilities. Maintained home office with ethernet connections and phone link to laptop dialer, also conducted field presentations.
AFFORDABLE CARE ACT AND MEDICARE TRAINER,
GENERAL DYNAMICS IT, & COGNOSANTE GOVERNMENT CONTRACT 2012 – 2013 Expert in the Affordable Care Act and Enrollment in to Federally Facilitated Market Place Led lessons and trained Customer Service Representatives on handling Medicare, Medicaid, and Marketplace classes. Prepared and organized lessons to maximize the learning potential of trainees. Utilized multiple forms of instructional techniques to provide Customer Service Representatives different learning opportunities to ensure specific and technical expertise, as well as capable human interaction. Performed duties in a highly diverse environment and worked in a team atmosphere!
Concept X Group 2006 – 2011
AUDIO VISUAL SALES FOR TOTAL EVENT PRODUCTION
Director of Customer Relations
● Obtained a $150,000 contract for full conference production at Morial Convention Center. Responsibilities include: overseeing the development of sales materials and training of all new account executives, leading sales team, soliciting and negotiating major conferences such as;
• The National Association of Elementary School Principals Annual Conference held at The Morial Convention Center in New Orleans, LA.
• GSA Building Change Conference held at The Marriott Marquis Hotel NYC, obtained this GSA contract through Gallagher & Gallagher Worldwide Event Planner and as a result currently putting together proposal for World Green Energy Symposium, in Philadelphia, PA.
• Thurgood Marshall College Fund Annual Fashion Show held at Roseland Ballroom NYC.
• National Association of Black Law Enforcement Executives Annual Conference held at The Marriott Marquis Hotel NYC.
• American Automatic Control Council Annual Conference held at The Marriott Marquis Hotel NYC,
Strategic Heart Valve Disease Conference held at Hotel Pennsylvania NYC, contracted as third-party AV through Clark AV of Vancouver, Canada. The Keane Organization (formerly Keane Tracers, Inc.) 2004 - 2006 Account Executive INSIDE SALES/OUTSIDE SALES
TKO is the industry leader in business risk management; specializing in Unclaimed Property Compliance providing audit protection from state treasuries. Responsibilities include inside sales, outside sales, customer service and proposal development through contract negotiations. Clients included: TriMas Corp. Bloomfield Hills, Mich.; Raymond James Financial, Tampa, Florida; NationsRent, Inc. Columbus, Ohio; and King Kullen Grocery Co. Bethpage, N.Y; representing $1.5 million in new business.
SKILLS
Contact Management (Access, Salesforce, Microsoft Word, Excel PowerPoint, Office Suite, Outlook, etc.
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