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Maya Morris			1 Jennings Court • New Castle, DE 19001 (302) 326-7896/ (302) 983-9876 • Maya@msn.com
Profile	Highly creative and multi-talented customer service professional with extensive background in coordinating, planning, and implementing daily operational and administrative functions. Exceptional collaborative and interpersonal skills in client services and account management.
Key Skills	— Account Management — Results Oriented — Identify Organizational Goals — Complex Prioritization — Administrative Procedures			— Customer Service — Deadline Driven Operations — Issue Resolution — Improve Accuracy/Efficiency
Experience		Verizon– Dover, DE                                                                                                2004 to present Sales and Service Consultant Thoroughly and accurately review all reports including revenue generating, revenue loss, work order accuracy, service / trouble shooting, disconnects, new sales, upgrade / change of service and billing reporting for accuracy.  Ensure our customers receive the highest level of quality from our support staff, identify process changes necessary to improve the overall customer experience and correct existing errors. Guarantee systems and technologies are utilized correctly to drive performance and efficiency.
Results		§  Share successes and new ideas with team members in order to achieve both individual and team goals. §  Identify trends or issues that negatively affect customer satisfaction or quality standards. §  Act in an advisory capacity to support Customer Service Supervisors in their coaching efforts. §  Plan, schedule, and deliver feedback to upper management based on the business need.
Experience		MBNA America – N, DE                                                                                     1998 to 2004 Account Manager Conveyed all client communications, conflict resolution, and compliance on client deliverables and revenue. Ascertained quality standards and client expectations are met. Managed clients expectations by ensuring issues are dealt with in an efficient manner, collaborating with the Account Director or Managing Director appropriately. Identified opportunities for account growth and new business, involving the Account Director, Sales. Communicated the client's goals and represent the client's interests to the team. Understood the company capabilities and service, and effectively communicated all offerings to the client. Reported to the Account Director, providing regular input on all account activity, including status and call reports on a weekly basis.
Results		§  Approved change orders and invoices, and was responsible for payment collections. §  Worked closely with the project team in order to maintain a continuous progression and status in order to identify potential issues and/or opportunities within or related to the project. §  Ensured that all processes and procedures are completed, quality standards are met, and that projects are profitable. §  Provided regular communication between the client and account team to provide liable representation and set proper client expectations.

Maya Garvin continued                                                                                                                                   Page 2

Experience

Kentucky Fried Chicken – Bear, DE                                                                  1991 to 1998  Assistant General Manager Was hired as Assistant General Manager to maintain the stores safety programs in order to provide a safe and clean workplace for employees and within the regulations of all OSHA local and state regulations. Responsible for the progressive disciplinary processes in the area of counseling, oral, and written warnings; ensures a productive labor climate in the account operation. Primarily focused on scheduling of staff, managing and directing the account functions on a day-to-day work plan. Adjusts schedules as necessary to meet production demands.

Results

§  Initiated the daily scheduling of personnel to ensure proper staffing in stores in a productive and cost-efficient manner. §  Controlled budget requirements and worked toward obtaining objectives and departmental goals. §  Conducted orientation sessions and arrange on-the-job training for new hires. §  Evaluated store manager performances and the effectiveness of training programs, providing recommendations for improvement. §  Developed and organize training manuals, multimedia §  visual aids and other educational materials.

Other Experience	Belvedere Volunteer Fire Company Hall Director                                              January 2009 -  Present §  Schedule and book all venues held at the facility. §  Meet and negotiate terms and conditions of contracts with clients.  §  Manage a staff of six.  §  Maintain accounting records and balance a profit and loss report quarterly.
Education	Bachelor of Arts in Business Administration                                                                                 May 2007 Wesley College – Dover, DE M.B.A. Business Concentration in Global Management                                                         October 2011 University of Phoenix – Online
Honors & Awards	President’s Award Belvedere Ladies Auxiliary Customer Service Commendations MBNA Team Player of the Year 2007 Verizon

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