Maurice Hedgepeth has over 30 years of experience in customer service roles. He has a track record of effectively managing customer service teams and resolving customer issues. His skills include strong communication, problem solving, and workflow management. Currently he is an Administrative Coordinator for the City of Houston Benefits Division where he investigates benefits inquiries, ensures quality customer service, and manages team productivity.

1. MAURICE D HEDGEPETH
Houston, TX77043 | (H) 201 400 0315 | (C) 862 703 0964 | mauricehedgepeth@gmail.com
Professional Summary
Customer service professional dedicated to effective team management and customer satisfaction. Perceptive Customer
Service Manager who cultivates positive customer relationships through clear and helpful communication. Exceptional
customer care professional who addresses inquiries and resolves problems as they arise.
Skills
Exceptional interpersonal communication Effective workflow management
Customer Relationship Management Software (CRM) Adherence to high customer service standards
Skilled trainer Customer-focused
Excellent time management skills SAP and ERP system knowledge
Effective problem solver Microsoft Outlook, Word and Excel
Exceptional telephone etiquette
MS Office expert
Work History
Administrative Coordinator for the City of Houston Benefits Division 10/2015 to Current
City of Houston – Houston, TX
Investigated and resolved member inquiries in reference to their benefits.
Adhered to all confidentiality requirements at all times.
Met all customer call guidelines including service levels, handle time and productivity.
Solved unresolved member benefit concerns.
Promptly responded to inquiries and requests from city employees.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Strong leader of customer support staff.
Facilitated inter-departmental communication to effectively provide customer support.
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
Provided accurate, specific and timely performance feedback for CSRs.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Fostered an environment which encouraged continual process improvements.
Effective liaison between customers and internal departments.
Devised and published metrics to measure the organization's success in delivering world class customer service.
Maintained up-to-date knowledge of product and service changes.
Team Leader 02/2011 to 02/2015
Becton-Dickinson – San Antonio, Tx
Day to day supervision of assigned team, ensure schedule adherence, order accuracy, service and quality interactions
and that all department measurements are met.
Ensure adherence to regulatory, business and department guidelines, policies and procedures.
Manage, coach and supervise the quality of all customer interactions through effective delivery of call monitoring,
mentoring and training on call strategy, customer satisfaction programs, relevant system and related products Review and
approve credit, debit and return transactions up to authorization levels and as appropriate procedures and policy.
Participate in issue resolution and customer contact escalations.
Investigate and resolve service complaints from internal and external customer.
Responsible for personal and professional development to maintain expertise and growth in the areas of management
through training, networking and professional affiliation.
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Claims Representative 02/2008 to 06/2011

2. Becton Dickinson – Franklin Lakes, NJ
Responsible for providing a high level of customer service in the area of claims.
Responsible for all incoming calls regarding claims.
Respond to first level questions, identifying potential issues and grievances, while working for quick resolution.
Effective liaison between customers and internal departments.
Maintained accurate records of past due customer account activity.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Maintained up-to-date knowledge of product and service changes.
Customer Service Specialist 02/2005 to 09/2007
Champion Mortgage – Parsippany, NJ
Analyzed, researched and resolved billing issues, service, pricing and equipment inquiries.
Explained features and benefits of products and services to make best recommendations based on customers needs.
Handled troubleshooting of services and equipment issues using "best-cost" methods.
Assisted manager with escalated call inquiries.
Mentored new-hire specialists.
Meter Reader collector 06/2001 to 12/2004
Jersey Central Power and Light – Morristown, NJ
· Reads meters and records readings on meter sheets, cards or other records; estimates readings when required; reports
apparent improper rate classifications; checks Company meter numbers; reports evidence of meter tampering, diversion of
current and unusual conditions. Sees that meters are properly sealed. ·Blocks or unblocks meters; makes rereads or special
readings. · Collects delinquent accounts as directed; remits receipts and prepares collection reports. ·Performs incidental
administrative tasks.
Adhered to all confidentiality requirements at all times.
Solved unresolved customer issues.
Project Manager 09/1999 to 10/2001
Sprint – Paramus, NJ
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Provide project management and implementation support for all voice and data services.
Manage Implementations of Data and Voice services including Frame Relay, Private Line, IP, VPN, Toll Free and
Dedicated/Switched services.
Communications with vendor, customer and account teams
Presentation of daily and weekly status to customer and account team
Provide technical assistance and direction to customer base for implementation of new services.
Coordinate turn-up of services by providing detailed documentation, technical support and resource management.
Work with account team in developing a strategic approach to provide services in a timely and effective manner.
Call Center Manager 07/1983 to 11/1995
Bell Atlantic – Cedar Knolls, NJ
Responsible for the Management of ten to fifteen associates.
Implementation of customer service procedures leading to improved service.
Administer and review performance of associates on a weekly/monthly basis
Trained over 100 associates over a 12 month period in a variety of office procedures; resulting in reduced hold time for
the customers.
National Account Coordinator 02/1996 to 09/1999
Verizon Wireless – Morristown, NJ
Responsible for the overall customer service, order entry, administrative and sales support for the second largest revenue
account within Bell Atlantic Mobile.
Direct customer contact, activation, retention, equipment procurement, collections and service scheduling.
Responsible for implementation and maintenance of National Account management reporting and invoicing internally
and with third party vendors.

3. Fraud, Treasury, Accounts Payable, Marketing..
Single Point of Contact for wireless carriers across the country.
Education
Bachelor of Science: Business Management
Farleigh Dickinson University - Madison, New Jersey
Associates degree: Business Administration
County College of Morris - Randolph, NJ
Additional Information
Hobbies Basketball Referee Basketball, Football Coach, Meals on Wheels volunteer
Current
Interfacing with internal and external departments including Sales, Telemarketing, Inventory and Product Management,