Maureen Daniels Email & Phone Number

Provided remarkable technical assistance to our business partners regarding Unified Communication products. Researched and reviewed knowledge information (KI) database to effectively resolve issues via phone or email.

Greater Atlanta Area

• Management experience in Financial Operations, Vendor Management and Call Center environments.
• Governed the day-to-day activities of Billing Dispute Claims, Chargebacks, Credit Risk Assessment (manual underwriting), and Fraud units.
• Supervised and mentored Vendor Management staff. Established performance metric. Conducted monthly quality and phone audits to ensure proper policy and procedures were utilized. Tracked and monitored vendor related.
• Performed daily review of systems and reports to identify high-risk, dispute and chargeback activity.
• Created reports to analyze sales volume, track trends, and proactively identify fraudulent activity to mitigate fraud losses.
• Monitored monthly phone stats, which consisted of average handle time, availability, abandon rate and quality.

Greater Atlanta Area

• Managed 16 associates to provide outstanding service to new and potential Credit Card, Bank Product, Home Equity and Flexible Reserve customers. Facilitated weekly team meetings to keep associates abreast of product.
• Managed Call Management System statistics to achieve financial and customer satisfaction results.
• Developed associates for personal growth and to increase productivity.
• Monitored customer calls for quality and compliance to call center standards.
• Promoted a safe and professional working environment.
• Hired new associates and conducted performance appraisals.

Bachelor'S Degree, Applied Behavioral Science

Activities and Societies: Former Member, National Louis University Atlanta Alumni Association

Business