Maurice Davis

• Provided oversight and implemented strategies to enhance customer satisfaction, loyalty, and retention.
• Developed customer journey, analyzing customer survey data (NPS/CSAT), leading client-driven teams and collaborating across multiple business units to improve the overall customer experience.

Notable Achievements:

• Implemented departmental recognition program, Elevate Excellence
• Implemented and provided procedure oversight, partnering with internal audit controls for fee waiver process (multiple clients).
• Created client audit oversight and response team.
• Back-office processing oversight; fee processing and handling, manual letter requests, credit bureau updates, account investigations and monetary adjustments.

• Oversee and lead a team of customer service team leaders, coaches, and representatives to ensure a high-quality service, resolving escalated issues, setting standards, and analyzing performance standards (KPI).

• Managed and mentored a team of customer service representatives, ensuring a high quality of service, efficient issue resolution, adherence to company policies and procedures, train, and onboard and offboard representatives, write yearly performance reviews and provide feedback.