Project Manager & Customer Service Optimization

Morgan Mayfield

Sugar Land, Texas *****

Direct: 916-***-**** • ****************@*****.***

PROFESSIONAL PROFILE

Results-Driven Consultant with 6 years of experience in building and leading high-performance teams. Expertise in designing programs that enhance customer service ratings and achieve measurable outcomes. Recognized for exceptional issue resolution and follow-up strategies that promote client satisfaction. Highly adept in task prioritization and time management. A forward-thinking leader with over 7 years of experience optimizing effectiveness and efficiency for both individual teams and large projects. Proficient in implementing processes that foster satisfaction among all stakeholders while delivering quality results.

EDUCATION

University of Houston – Downtown, Houston, TX • June 2020

MBA – Project Management

University of Houston – Downtown, Houston, TX • December 2017

MBA – Human Resources

Sam Houston State University, Huntsville, TX • December 2013

Bachelors – Psychology

ESSENTIAL SKILLS

Proficient in Microsoft Office Suite, relationship management, team building, customer service, multitasking, presenting, call center operations, documentation, crisis intervention, database management, internet utilities, project management, and analytics.

Technology Skills

CRM Software: Salesforce, Data Analytics & Reporting: Power BI, Tableau, Project Management: Jira, Collaboration Tools: Slack, Microsoft Teams, Zoom, Document Management: Google Workspace, Microsoft Office 365, DocuSign Client Support Tools: Zendesk

PROFESSIONAL EXPERIENCE

Ezee Fiber Houston, Tx

Project Manager 7/25 - present

Tracked project milestones and ensured deliverables were met on time

Monitored project progress and proactively identified potential delays or risks

Worked proactively to resolve field conflicts (utilities, access, traffic control)

Onboarded new team members and provided training on internal systems, workflows, and project procedures

Guided new coordinators on daily ops reporting and cross-team communication standards

Implemented a streamlined process to improve daily production tracking, increasing accuracy and reporting efficiency

Designed and implemented a standardized daily production capture process, reducing reporting errors and improving real-time visibility for leadership

Accenture Houston, TX

Managing Consultant 3/21-01/25

Create strategic plans and recommendations to address client goals and objectives

Oversee project timelines, resources, and budgets to ensure successful implementation of solutions

Experience using JIRA for Agile project management, issue tracking, and sprint planning

Assist clients in executing strategies and processes, providing guidance and training as needed

Guide clients through change initiatives, ensuring smooth transitions and stakeholder buy-in

Parterned with finance and actuarial services to have analysis that align with company standards

Ability to align operations with organizational goals, ensuring that all operational activities support long-term business objectives

Managed pipeline requirements to ensure alignment with implementation phases and meet the scheduled rollout date

Create and provide support for training programs and User Acceptance Testing (UAT) for new business tools

Assisted with execution and drafting client proposals

Reviewed and analyzed RFP documents for insurance

Created training materials for the successful rollout of Zendesk across multiple business unit teams

UnitedHealthcare Houston, TX

Sales Operations Analyst 8/19-3/21

Assessed job roles and responsibilities for Directors and Account Executives to ensure alignment with organization's sales strategy

Collected and analyzed sales data to report a significant growth in the Small Business department across the Southern region

Led feedback surveys and office hours to collect input and ensure alignment with project management goals throughout the workflow

Proficient in utilizing Power BI for data analysis, reporting, and visualization to create accurate RFPs and secure proposals

Utilized customer relationship management (CRM) tools such as Salesforce, HubSpot, and others to effectively manage client interactions, monitor sales activities, and optimize communication processes

Managed departmental workflows, processes, and job aids

Supported long-range planning by identifying technological opportunities and providing leadership with viable solutions

Supplied senior leadership team with financial reporting and analytics for all small business clients in south Texas

Skilled in coordinating with other departments (e.g., sales, HR, IT) to ensure smooth operations.

UnitedHealthcare Houston, TX

Account Consultant 2/18 – 8/19

Identified service concerns and best approach to resolve them

Expert in using Salesforce for managing customer relationships, tracking sales pipelines, and automating workflows

Advanced knowledge of Excel for data analysis, building reports, financial modeling, and creating presentations

Served as liaison between Brokers and Account Executives

Provided recommendations for process alternatives focused driving efficiency

Resolved inquiries on complex issues involving eligibility, enrollments, and benefits

Utilized Power BI automation and reporting to resolve account discrepancies ahead of the client’s go-live enrollment dates

Utilized Microsoft Office to reinforce key metrics and KPIs in alignment with the organization's strategic objectives and needs

UnitedHealthcare Sugarland, TX

Health Advisor Supervisor 2/16 – 2/18

Proficient in conducting performance reviews, providing feedback, and creating performance improvement plans (PIPs)

Created customer driven environment through managing the efficient delivery of quality service to consumers

Expertise in assigning tasks and responsibilities to ensure efficient and balanced workload distribution

Identified and resolved escalated consumer issues and participated in routine communications with consumers to ensure satisfaction

Implemented and oversaw quality standards to ensure products/services meet company and industry standards

Coordinated training sessions, after-hours events, and Zoom meetings to foster collaboration across the team

Strengthened key metrics and KPIs to align with the organization's strategic objectives and priorities

UnitedHealthcare Sugarland, TX

Health Advisor Claims Adjuster 9/15 – 2/16

Evaluated all evidence with the goal of creating positive outcomes for client's claims

Reviewed and investigated suspicious and/or potentially fraudulent insurance claims

Trained new staff members in the detection of external and internal fraud

Reviewed new files to determine current status of injury claim and to develop a plan of action

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