Ambrielle Murray
Summary
Skilled in managing call center operations with a focus on quality assurance and verbal communication. Proficiency in conflict resolution and adherence to policies fosters a collaborative environment within teams. Proven track record of analyzing call metrics to identify trends and enhance service delivery, while maintaining a commitment to detail and time management. Previous roles have included oversight of security operations, highlighting experience in leadership and rapid problem-solving in high-pressure situations.
Overview
13
13
years of professional experience
Work History
Member Service Representative Mentor
Navy Federal Credit Union
07.2022 - Current
- Mentored team members in challenging situations, addressing questions to achieve optimal resolutions for NFCU and members.
- Provided assistance through multiple chats regarding consumer lending policies and procedures.
- Served as a role model for new and tenured MSRs, offering guidance in career development through mentorship, guidance, and facilitating networking opportunities.
- Proactively addressed causes of callbacks through collaboration with mentors, active listening, and account analysis.
- Identified trends and inconsistencies within call control metrics to enhance team efficiency.
- Maintained proficiency in loan applications, servicing, titles, and In Group Assist.
- Organized team building events that enhanced team morale and improved working relationships amongst the team.
Military Police Officer
US Navy
06.2012 - 07.2022
- Led training for 109 sailors in force protection operations, leading to an outstanding 99% qualification rate within this field, significantly enhancing base security capabilities.
- Supervised the execution of force protection measures and responses to security calls as patrol supervisor, ensuring the safety and security of 8,370 base personnel across 147 tenant commands.
- Coordinated efforts with foreign and U.S. government agencies to establish detailed security directives focused on strengthening overall security posture of installation.
- Composed reports on daily activities and incidents, encompassing theft and property damage, the presence of unauthorized individuals, and other unexpected situations.
- Conducted reviews of performance evaluations, offering insightful feedback for subordinate personnel.
Education
Saint Leo University
05.2024
Skills
- Quality Assurance
- Verbal Communication
- Problem-Solving
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Teamwork and Collaboration
- Proactive Self-Starter
- Policies and Procedures Adherence
- Conflict resolution
- Time management
Timeline
Member Service Representative Mentor
Navy Federal Credit Union
07.2022 - Current
Military Police Officer
US Navy
06.2012 - 07.2022
Saint Leo University
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