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Work Background
Black Travel ExpoCEO
Jul. 2021Atlanta, Georgia, United States
Senior Specialist
MissionSquare Retirement (formerly ICMA-RC)Senior Specialist
Apr. 2012 - Jul. 2021Washington D.C. Metro Area• Provide daily workflow updates, productivity measures, and quality statistics. • Ensure file errors and reconciliation problems are resolved daily and root causes are addressed to avoid recurring issues. • Analyze results, trends and errors to determine training requirements and staffing necessary to meet departmental goals. • Develop and implement process improvements that maximize efficiency, leverage resources and build cross-functional teamwork within the department. • Monitor and evaluate associates performance and provide feedback on a monthly basis. • Coach associates to help improve the quality of technical processing, problem solving, daily reconciliation and customer service approaches. • Conduct bi-weekly team meetings to facilitate teambuilding, share internal goals and communicate company initiatives. • Assist in ongoing development, documentation and execution of processing procedures and internal systems. • Assure timely, accurate and courteous support to clients. • Act as unit lead in user testing efforts and other contribution-related systems. • Perform UAT testing when needed to ensure the quality of system enhancements. • Organize and participate in disaster recovery exercises.
Client Services Specialist
WealthEngineClient Services Specialist
Jan. 2010 - Mar. 2012Bethesda, Maryland• Supervised a team of client service associates. • Managed account base of 3,700 + clients. • Managed clients such as nonprofits, hospitals, institutions of higher education, political campaigns, advocacy groups, luxury organizations and financial services firms. • Trained clients on effectively identifying individuals net worth, income, lifestyle and affinities. • Managed clients with fundraising efforts and assisted marketing and business development professionals on creating strategies to extend their reach and build their prospect pipeline. • Managed product on-boarding process, implementation and service initiation. • Conducted in-person and webinar trainings. • Monitored client usage to promote and encourage contract renewals. • Identified possible up-sell opportunities. • Identified client trends and effectively communicated with product development team to improve product offerings. • Contributed to special projects such as client surveys and updated website knowledge base.
Assistant Project Manager
Kammet, LLCAssistant Project Manager
May. 2007 - Jan. 2010Hamilton, Bermuda• Assisted in the selection and hiring process of project design team. • Supervised project design process, providing drawdown schedule, constructability and budget input. • Engaged, directed and managed engineering consultants and architects as needed to complete projects. • Reviewed and interpreted plans and specifications for approvals and permits. • Provided day-to-day management, technical direction, supervision and coordination of construction activities. • Reviewed and tracked project invoices to ensure funding aligned with adjusted contract value and work completed. • Assisted with on-site meetings and prepared meeting notes.
Account Relationship Manager
CiscoAccount Relationship Manager
Jan. 2005 - Dec. 2007Atlanta, Georgia• Increased new and existing account growth by achieving revenue targets of 2MM+ annually. • Managed assigned Cisco accounts, developed account strategies, conducted cold calls and retained client relationships. • Organized key partnerships specifically with regional sales teams. • Established account renewals, lead generation and strategic accounts. • Performed sales presentations via Webinar or on-site. • Developed strong verbal and written communications as well as account management skills.
Account Relationship Manager
LexisNexisAccount Relationship Manager
Jan. 2000 - Dec. 2006Alpharetta, Georgia• Main point of contact and account manager for assigned client base. • Produced specific portfolio customer management reports. • Implemented process and procedure changes to prevent recurring issues. • Resolved and documented client issues in an accurate and timely manner. • Coordinated and executed sales support projects, sales presentations and bi-annual account reviews for clients.


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