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