Maxim Kim Email & Phone Number

Dallas/Fort Worth Area

• I’m responsible for managing the interface between MoneyGram International Compliance, Sales, Product, Global Contact Centers, Regional Offices, Vendors, Global Security, Investigations, Fraud, Marketing, Information.
• I’m the primary point of contact for Global Contact Center working directly with the senior leadership and management teams of the internal MoneyGram International departments.
• I’m responsible for being engaged in all major projects and initiatives that the various partnering department may undertake that may impact or engage Global Operations in any way.
• I represent the interests of my organization amongst the senior leadership and management within the partnering departments.
• I'm responsible for researching issues to resolution; gather feedback and interact with other departments as needed to ensure no servicing issues impact the partnering department.
• I regularly engage with various project teams and I’m actively involved in the gathering and communication the detailed requirements on many projects involving interaction between Global Operations and the partnering.

Frisco, Texas

• Primarily responsible for leading a dedicated self-organizing team to deliver functionality through development and quality assurance execution provided by subject matter experts. In addition, acted as a servant leader.
• Owned the on-going education and coaching of PMO best practices across the organization, including training and communication.
• Strongly supported the product owners and development teams in their quest to deliver to their respective customer(s).
• Facilitated discussions, decision making, and conflict resolution.
• Guided cross functional teams in executing the principles of the PMO framework and working with all team(s) to ensure successful project execution.
• Removed impediments that prevent a team from completing the work according to a negotiated deliverable date.

Lakewood, Colorado

• Maintained a role of the primary liaison among stakeholders in order to elicit, analyze, communicate, and validate requirements for changes to business processes, policies, and possibly information systems.
• Understood and analyzed business processes and opportunities in the context of the requirements and recommended solutions that enable the organization to achieve its goals.
• Followed project change management and clearly understood how the role plays a key piece in the change management process.
• Completed basic project management responsibilities throughout project life-cycle (in accordance with PMO).
• Supported projects by understanding business needs, opportunities, problems, impacts, risks, and presented and agreed to recommended solutions.
• Identified and communicated requirement/scope issues. Tied the strategic objectives to the project, quickly demonstrated a detailed understanding of the business, and was able to help determine solutions to problems.

Lakewood, Colorado

• Conducted business process analysis
• Conducted needs assessments and cost benefit analysis related to the impact on customer care (CC) for any business process modifications / additions originating from outside CC.
• Defined business needs, translating those needs into system requirements and clearly defining the scope of the solution as it applies to the customer care (CC).
• With the assistance of the UAT team completed preliminary testing of new functionality and corporate user acceptance testing with business partners.
• Applied creative and critical thinking skills to analyze data from different angles for the purpose of improving efficiencies, decreasing costs or improving quality.
• Actively participated, as assigned, in several (6-10) small to mid-sized (or subset of a major) business development projects simultaneously.

Lakewood, Colorado

• Managed the financial relationship of MGI’s complex/large partners that are important to MGI’s network. This included but was not limited to Super Agents, international financial institutions, MPSI locations (MGI.
• Was responsible for building product awareness with MGI partners and managing partners in problem resolution.
• Knew appropriate solution and knew where to redirect a partner for further assistance related to Fraud, settlement, risk, commission, transaction, product, compliance, regulatory, systems, call center, CIS, treasury.
• Operated as an interface and liaison to the agent partner for problems escalated from any of the departments within the organization.

Lakewood, Colorado

• Monitored and evaluated calls for five different call center lines of business
• Analyze call center trends and report findings monthly to Management team
• Facilitated calibration session to ensure consistency of evaluations with the call center supervisory staff monthly
• Delivered quality assurance expectations and presentations to new employees
• Proposed ideas and methods for procedural improvements
• Provided feedback and coaching to all call center employees (when appropriate)

Lakewood, Colorado

• First tier escalation for all inbound calls from Retail Money Order and Money Transfer agents and ExpressPayment Client base
• Retained efficient service levels by maintaining strong product knowledge, performance and quality standards
• Utilized strong problem solving techniques and provide realistic solutions to resolve clients' and partners' matters
• Was responsible for the prompt resolution of Retail Agent and ExpressPayment client issues and questions
• Received "The 1st Tier Dream Team Award" three times
• Received "The 2nd Tier Dream Team Award" four times

Business Administration, Management And Operations

Business Administration And Management, General