Maurice Cook

About Maurice Cook

Hello LinkedIn Community!I am Maurice D. Cook, a senior operations and service transformation leader with extensive experience driving large-scale delivery, customer experience modernization, and operational performance across BPO, insurance, financial services, consulting, and public-sector environments.Throughout my career, I have led complex, multi-million-dollar operations at the intersection of people, process, technology, and finance. My work consistently focuses on stabilizing performance, improving margins, modernizing service delivery, and aligning operations with business growth objectives.I am known for building strong leadership teams, improving workforce economics, and translating strategy into execution. I partner closely with executive stakeholders, clients, finance, and technology teams to deliver measurable improvements in service quality, compliance, efficiency, and customer outcomes.Core Leadership & Impact Areas: Enterprise and BPO operations leadership Customer experience and service transformation Workforce, capacity, and resource planning KPI, SLA, and financial performance management Margin optimization and cost-to-serve reduction CRM, IVR, omnichannel, and digital platform enablement Process standardization and operational scalability Agile delivery, change management, and governance Cross-functional stakeholder and client engagementWhat I Bring: A balanced leadership style combining strategic vision with hands-on execution Proven success turning underperforming operations into stable, scalable programs Strong financial acumen with accountability for budgets, forecasting, and profitability Deep experience aligning operational performance with renewal, growth, and expansion goals A track record of leading transformation initiatives that improve customer satisfaction while reducing cost and complexityI am most energized by roles that involve transformation, scale, and impact — where strong leadership, disciplined execution, and smart use of technology can materially improve both customer experience and business performance.

Experience

1. Senior Bpo Operations Manager

   Wipro

   Jun 2022 — Present · Chicago, IL, US

   I lead large-scale BPO operations, serving as the crucial link between service delivery, client satisfaction, and financial performance. My role is centered on protecting and enhancing the value of multi-million-dollar client programs by ensuring operational excellence, workforce strength, and disciplined cost management.Key Responsibilities & Achievements: Financial & Operational Stewardship: I own the P&L health of key accounts. By optimizing staffing models, driving process standardization, and implementing targeted automation, I\'ve successfully amplified margins, reduced cost-to-serve, and protected profitability across high-value delivery programs. Client Relationship & Account Turnaround: I engage deeply with clients and internal partners to align operations with business goals. I\'ve turned around underperforming accounts by instilling operational discipline, improving service quality, and ensuring compliance, thereby securing critical revenue streams and fostering renewal and expansion opportunities. End-to-End Delivery Leadership: I oversee all facets of service delivery, from contact center and claims performance to application support and crisis management. My focus on process governance, capacity planning, and SLA adherence has consistently improved operational stability and performance. Talent & Capability Building: I strengthen our operational backbone by developing high-performing teams. Through focused training paths, succession planning, and attrition reduction strategies, I build a capable and scalable workforce ready to meet evolving client demands.

Education

• Western Governors University

  Masters, Business Administration

• Western Governors University

  Bachelor of Science - BS, Business Administration, Management and Operations

Skills

• Underwriting
• Mba
• Disability Insurance
• Project Management
• Customer Service
• Microsoft Excel
• Cms
• Aspect
• Customer Satisfaction
• Public Speaking
• Leadership
• Management
• Marketing
• Budgets
• Life Insurance
• Microsoft Office
• Sales
• Avaya
• Universal Life
• Outstanding Customer Service
• Life and Health Insurance License
• Time Management
• Employee Benefits
• Health Insurance
• Scuba Diving
• Predictive Dialers
• Term Life Insurance
• Ivr
• Workforce Management
• Acd
• Strategic Planning