Maurice James
Oak Street Health
Tupelo
17
years of professional experience
Results-driven Sales and Customer Service Professional with over 10 years of experience in face-to-face sales, call center operations, and retail management. Focused on enhancing customer satisfaction and solving problems efficiently. Eager to leverage strengths and expand skills within a dynamic organization.
Work History
Inbound Supervisor
3 Years 10 Months- Supervised inbound call center team making/receiving calls to/from prospects interested in scheduling appointments with primary care providers, focusing on delivering exceptional patient experience to encourage establishing care with Oak Street Health.
- Managed a team of 20+ inbound agents to ensure effective operations.
- Increased percentage of prospects to complete welcome visits month over month to reach target goal of 60%
- Increased percentage of prospects to complete welcome visits month over month to reach target goal of 60%
- Implemented workflow improvements, enhancing efficiency in the inbound department.
- Collaborated with cross-functional teams to resolve patient inquiries and streamline operations.
- Developed training materials focusing on compliance and quality assurance standards.
- Monitored performance metrics to identify areas for operational enhancement within the team.
- Led initiatives aimed at improving patient experience through effective communication strategies.
- Evaluated staff performance, providing constructive feedback to foster professional growth and development.
- Collaborated with cross-functional teams to resolve any discrepancies or issues that arose during the inbound process, minimizing delays in product availability.
- Managed employee schedules, approving time off requests, and adjusting staffing levels as needed to accommodate fluctuations in workload.
- Contributed to overall company success by sharing best practices and insights with other supervisors, fostering a culture of continuous improvement.
- Maintained compliance with industry regulations by staying informed of current standards and updating policies as necessary.
- Played a key role in hiring decisions by conducting interviews, evaluating candidates'' qualifications, and selecting new team members who positively contributed to company culture and performance goals.
- Assessed employee performance through regular evaluations, identifying top performers for recognition and providing constructive feedback when needed.
- Enhanced team performance by providing ongoing training and development opportunities for staff members.
- Motivated workers to exceptional performance through implementation of new strategies.
Sales Team Lead
2 Years- Developed sales strategies for ACO Brands products, including GBC, SEAL, and Quartet. Developed sales strategies for multiple accounts while providing sales, training, and marketing expertise to the channel to ensure alignment with key metrics and attainment of targets and objectives.
- Led team of 10 for education customers, achieving sales goal of $1.2M.
- Achieved 100% of sales goals in challenging environments.
- Responsible for selling ACO Brands products focusing on GBC, SEAL and Quartet products. Developed sales strategies for multiple accounts while providing sales, training, and marketing expertise to the channel to ensure alignment with key metrics and attainment of targets and objectives.
- Analyzed market trends and customer feedback to identify new sales opportunities.
- Mentored junior sales staff, fostering a culture of continuous improvement and professional growth.
- Conducted regular performance reviews, providing constructive feedback to drive individual success.
- Optimized sales processes to enhance operational efficiency and improve customer satisfaction levels.
- Increased sales revenue by implementing targeted sales strategies and team training sessions.
- Expanded sales revenues by identifying opportunities and executing customized marketing plans.
- Developed high-performing sales teams through regular coaching sessions, skill development workshops, and performance evaluations.
Sales Representative
7 Years 11 Months- Sold and renewed equipment maintenance contracts, establishing new customer accounts and service contracts across North and Northeast territories with 300 total accounts.
- Achieved sales quota of $500K-750K annually.
- Grew customer base by over 10% year over year.
- Responsible for selling and renewing equipment maintenance contracts. Establishing new customers and new service contracts. Sales territory was North and Northeast with a total of 300 customer accounts.
Store Manager
6 Years 3 Months- Transitioned to roles with increasing responsibility. As Store Manager responsible for the overall productivity of the store, to increase profits by minimizing expenses, employee scheduling, resolving customer complaints, monthly P&L reports, inventory flow, and more.
- Managed 6 employees, overseeing hiring, training, and termination processes to ensure a skilled and efficient team.
- Drove sales success by implementing strategic promotions and enhancing customer experiences.
- Recognized for consistent year-over-year revenue growth through improved operational strategies.
- Awarded for quarterly sales increases by fostering strong customer relationships and team collaboration.
Education
Bachelor of Art (B.A.) - Business
Skills
Salesforce CRM Tool
Google Office Products
Data Analysis
Operational efficiency
Performance metrics
Customer service excellence
Customer service
Problem-solving
Team leadership
Leadership Experience
Performance Coaching
Interdepartmental Collaboration
Employee involvement
Microsoft Office Suite
Excel
Customer service
Time management
Analytical skills
Task Prioritization
Strong Work Ethic
High Sales Performer
Activities
- Going to church and spending quality time with family (family vacations, movies, etc.)
- Volunteering with various local churches and organizations to help feed and provide clothing for the homeless and less fortunate.
- Facilitating initiatives to assist with youth development, organizing youth concerts, community outreach programs, fundraiser events, and more.
Timeline
Inbound Supervisor
Oak Street Health
10.2022 - CurrentRead More
Sales Team Lead
ACCO Brands
08.2020 - 08.2022Read More
Sales Representative
ACCO Brands
08.2012 - 07.2020Read More
Store Manager
Bestway Rent to Own
03.2009 - 06.2015Read More
Ole Miss
Bachelor of Art (B.A.) from Business
Read More