Malcolm Higgins Email & Phone Number

Sparrows Point, Maryland, United States

Sparks Glencoe, Maryland

• Applies comprehensive knowledge of the client and Element’s products and services.• Create action plans, use tracking tools and technology to ensure all client needs are met while reporting back to the customer at regular intervals• Takes ownership of client issues by applying critical thinking and problem solving/root cause analysis to identify solution. • Manages exceptions to ensure processes / requests align with contractual terms • Identifies customer data needs and reporting.• Participates in projects and other process improvement initiatives in order to continuously improve the customer service model. • Identifies requests that require specialized knowledge or escalation; leverages subject matter experts to quickly and efficiently resolve inquiries.• Create and maintain client policy documents for all internal departments to reference when conducting work on behalf of the client and review parameters on a regular basis to ensure best practices are in place • Builds and sustains effective working relationships with client contacts.

• Track, maintain, and properly coordinate all titles coming in and out of the title vault and ensure their arrival to the correct locations throughout the building.• Establish and manage relationships with internal clients and external agencies to facilitate the title transaction processing. • Facilitate initial titling/ or registration of vehicles including MSO processing, buy lease backs, ownership transfers and state to state transfers. • Monitor the teamwork’s sales queue to ensure all daily sales quotas are met. • Process the sales of our titled vehicles to individual buyers, auctions, and dealers with 100% accuracy. In addition, the State guidelines must be followed to ensure each individual state has the correct information filled in. • Process, follow-up and create billing invoices for various auction or dealer sites. • Guarantee all tasks have been completed with exceptional accuracy in regards to sales, and the mailing of the sold titles.

• Using logistics software to record and log ride reservations with their given dates, times and locations, to make sure drivers are on route and on time.• Show excellent customer service and communication skills while on the phone with high profile clients, to make any necessary alterations to existing reservations and make sure the driver is fully aware• Track flight time and departures with to ensure the driver will be on location when planes are delayed or early.• Enter and update records daily using reservation software.