Summary
Overview
Work History
Skills
Timeline
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Amy Murphy

Amy Murphy

Denton,TX

Summary

Dynamic and results-driven professional with a proven track record of enhancing customer satisfaction and driving performance. Expert in cross-functional collaboration and creative problem-solving, increasing customer satisfaction scores. Specializes in meticulous attention to detail and thrives under pressure, ensuring excellence in customer experience and brand advocacy.

Overview

9
9
years of professional experience

Work History

CEO Executive Correspondence Team Support

Delta Air Lines
Dallas, TX
05.2022 - 02.2024
  • Meticulously pen customer responses on behalf of the CEO, EVP, and Senior Executives.
  • Mitigate risk based on the severity of customer concern or data received, to prioritize effective communication in a timely manner.
  • Conduct investigations cross-divisionally to ensure sensitive details are thoroughly documented and internally addressed, while protecting the brand and simultaneously advocating for the customer.

Brand Advisor

Delta Air Lines
Dallas, TX
02.2020 - 05.2022
  • Applied exceptional skills in communication and conflict resolution to improve customer satisfaction scores by 12%.
  • Provided timely, consistent feedback to team members while identifying areas of strength and opportunities to drive performance.
  • Trained staff on company policies, procedures and best practices related to branding.
  • Trained and mentored newly hired employees to provide better grasp of job responsibilities and expectations.

Customer Experience Specialist

Delta Air Lines
Dallas, TX
09.2018 - 02.2020
  • Delivered exceptional service to every customer through active engagement, effective listening, and well-developed interpersonal skills.
  • Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to global travel.
  • Handled customer interactions with exceptional professionalism and enthusiasm, while remaining DOT compliant.
  • Identified opportunities for providing additional services or products to existing customers.

Customer Experience Supervisor

Chick-fil-A
Corinth, TX
04.2016 - 08.2018
  • Increased overall sales by 18%, leading our team to win the "Symbol of Success" award in 2016.
  • Highest Operational Excellence scores in Customer Experience surveys year over year.
  • Implementation of new training program, detailing step by step process to advance 20 new team members while promoting continuous learning for 65+ seasoned team members.

Executive Administrative Assistant

Funnel Science
Plano, TX
07.2015 - 03.2016
  • Increased customer satisfaction from 83% to 96% through daily email correspondence and phone interaction.
  • Through sales support, increased the sales closing ration while increasing monthly sales by 11% in Q4 of 2015.
  • Reduced company debt by 26% in under four months through implementation of new bookkeeping system.
  • Switched credit card processors saving more than 80% in processing fees month over month.

Skills

  • Risk management
  • Regulatory compliance
  • Complex Problem-solving
  • Thrives under pressure
  • Experienced in compliance
  • Meticulous attention to detail
  • Cross-functional collaboration
  • Skilled multitasker
  • Reliable and punctual
  • Operational excellence
  • Inspirational leadership
  • Employee engagement
  • Quality assurance
  • Effective communicator
  • Client engagement
  • Written communication

Timeline

CEO Executive Correspondence Team Support

Delta Air Lines
05.2022 - 02.2024

Brand Advisor

Delta Air Lines
02.2020 - 05.2022

Customer Experience Specialist

Delta Air Lines
09.2018 - 02.2020

Customer Experience Supervisor

Chick-fil-A
04.2016 - 08.2018

Executive Administrative Assistant

Funnel Science
07.2015 - 03.2016
Amy Murphy