Beverly E. Jones-Murphy

Managed and delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Actively listened to customers, handled concerns quickly, and escalated significant issues to the supervisor.
Handled customer inquiries and suggestions courteously and professionally.

Clarified customer issues and determined the root cause of problems to resolve product or service complaints.

Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve product or service complaints.

Communicated with customers via multiple emails to ensure they had the best experience.

Investigate and recommend the type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.

Negotiated contracts with clients to establish the best coverage with the lowest cost.

Customized existing insurance programs to suit individual client needs by analyzing specific requirements.

Provided comprehensive product knowledge and guidance to help clients with product selection.

Registered customer information on the database to enable tracking history and maintain accurate records.
Collected premiums on or before the effective date of coverage.

Managed over 50-60 customer calls daily with a close rate of 87%.

Perform analysis of performance and work to identify opportunities to improve results by recommending the best course of action from among several alternatives.

Managed labor, inventory, and overhead costs effectively to maintain business profitability.

Cultivated strong relationships with customers via in-store connections and a solid social media presence.
Increased business with improved marketing and customer service strategies, resulting in $400,000 in revenue in 2017-2019.

Expended business by 89% by hiring and training staff.

Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.

Handle team, customer, and operations issues with calm, knowledgeable strategies to keep business on track against targets.

Adhered to regulatory and policy changes and made adjustments to maintain overall success.

Prepared bank deposits and handled business sales, returns, and transaction reports.

Managed labor, inventory, and overhead costs effectively to maintain business profitability.

Led cross-functional teams to complete IT projects successfully.

Worked with management to develop methodologies and practices to manage and plan system capacity based on projected growth to ensure system performance remained at sufficient levels.

Performed technical checks, analyzed errors, tracked solutions of errors, planned and completed system upgrades, and conducted installation tests for assembly and validation

Defined project scope, goals, and deliverables that support global business goals in collaboration with senior management and stakeholders. Work closely with internal project groups, including procurement, engineering teams, and executive management.

Oversaw project development process to ensure that clients' requirements were met; met regularly with key stakeholders and served as the point of contact on issue resolution, project plan changes; managed stakeholder expectations and communicated issues with management.

Served as technical liaison, supporting engineering, management, procurement, sales and marketing, quality assurance, and supply base.

Collaborated with business users, technical teams, database administrators and testing teams during kickoff meetings, joint application designing, and planning sessions to validate requirements.