Cara Murdock
Fayetteville,GA
Summary
Winning the 2022 Amplify Customer Service Award demonstrates my consistent ability to exceed customer satisfaction goals. Skilled in motivating and coaching teams to optimize daily operations while fostering an inclusive work environment. I possess a proven track record of successfully navigating challenging customer interactions with diplomacy and tact. This consistently leads to exceeding service level targets. Ready to leverage my proven ability in developing customer-centric solutions, I am eager to contribute to the continued success of your company.
Overview
7
7
years of professional experience
Work History
Technical Onboarding Team Regional Manager
AMPLIFY EDUCATION INC
03.2022 - Current
- Promoted and cultivated a high performing team of 16, that met SLAs in a healthy and productive work environment
- Worked cross departmentally to develop strategic business processes
- Supervised staff using SalesForce metrics to drive SLAs and reinforced KPI/OKRs
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Highlighted risks and helped flag trends within business practices
- Developed and executed solutions to customer needs and drivers through hands-on engagement.
- Engaged in tool and process improvements to streamline customer success activities and services.
- Participated in product innovation by identifying and representing customer needs and presenting new product capabilities.
- Created customer support strategies to increase customer retention.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Enrollment and Licensing Specialist Team Lead
AMPLIFY EDUCATION INC
01.2021 - 03.2022
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions, and common goals
- Executed regular process updates to reduce discrepancies and enhance scheduling across production calendars and programs
- Applied customer feedback to develop process improvements and support long-term business needs
- Established and updated work schedules to account for changing staff levels and expected workloads
- Developed and maintained relationships with strategic customers
- Evaluated employees' strengths and assigned tasks based upon experience and training
- Onboarded new employees with training and new hire documentation
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
Enrollment and Licensing Specialist
AMPLIFY EDUCATION INC
08.2019 - 01.2021
- Lead consultant during technical onboarding calls for coordinating digital setup. Specialized in enrollment methodologies, product setup, user access, custom integrations, and organization hierarchy
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Strived to ensure a seamless digital implementation for new and returning clients
- Provided constant and clear communication with customers and internal teams to ensure a successful implementation
- Managing customer data and monitoring data transfers
- Coordinating with internal and external teams to confirm and achieve timelines for implementation
- Provide ongoing support for customers after the initial launch is completed.
Customer Support Tier 1 Analyst
AMPLIFY EDUCATION INC
07.2017 - 08.2019
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs
- Tracked changing software and technologies with potential to impact customer requirements
- Identified trends in client requests and helped management get ahead of ongoing problems
- Create and track support tickets for each issue with high level of detail, log all contacts, properly categorize issues, and follow up appropriately
- Provide technical support to Amplify customers via incoming calls, emails, voicemail and chat sessions across multiple platforms and systems.
- Troubleshot problems with software, hardware and networking for users.
- Recognized escalation needs and connected customers with advanced support staff.
Education
Bachelor of Arts - Mass Communications
Savannah State University
Savannah, GA12.2007
Skills
Hard Skills:
- Technical Skills: Salesforce, JIRA
- Analytical Skills: Data analysis
- Project Management Skills: Project management, risk assessment, stakeholder engagement, lifecycle management, process improvement
Soft Skills:
- Problem-solving and decision-making
- Interpersonal skills
- Team management and professional development skills
- Accountability and ownership
- Multitasking and prioritization
- Creative problem solving
- De-escalation techniques
- Proactive self-starter
- Conflict resolution
- Strategic planning
- Customer relationship management
Timeline
Technical Onboarding Team Regional Manager
AMPLIFY EDUCATION INC
03.2022 - Current
Enrollment and Licensing Specialist Team Lead
AMPLIFY EDUCATION INC
01.2021 - 03.2022
Enrollment and Licensing Specialist
AMPLIFY EDUCATION INC
08.2019 - 01.2021
Customer Support Tier 1 Analyst
AMPLIFY EDUCATION INC
07.2017 - 08.2019
Bachelor of Arts - Mass Communications
Savannah State University
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