Summary
Overview
Work History
Education
Skills
Timeline
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Maxwell Murray

Summary

Operations Manager at Whirlpool Corporation with a proven track record in enhancing customer satisfaction through innovative process improvements and effective training programs and team leadership. Skilled in CRM software and conflict resolution, I foster strong employee relations and drive operational efficiency, contributing to a culture of excellence and loyalty.

Overview

25
25
years of professional experience

Work History

Operations Manager, Customer Experience

Whirlpool Corporation World Headquarters
03.2018 - Current
  • Supported quarterly town hall meetings to foster open communication among employees about company updates.
  • Managed a successful loyalty program that contributed to higher customer retention rates.
  • Led cross-functional teams to drive process improvements and achieve business objectives.
  • Mentored team members in developing their skills and advancing their careers within the organization.
  • Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
  • Streamlined operations processes for increased efficiency and enhanced customer experiences.
  • Established performance and service goals and held associates accountable for individual performance.
  • Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
  • Assisted in recruiting, hiring and training of team members.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Analyzed and reported on key performance metrics to senior management.
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Trained and guided team members to maintain high productivity and performance metrics.

Team Leader

Whirlpool Corporation Benton Harbor Customer Experience Center
02.2016 - 03.2018
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Addressed customer service inquiries in a timely and accurate fashion.
  • Developed effective relationships with all call center departments through clear communication.
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.
  • Formulated and enforced Contact Center policies, procedures and quality assurance measures.
  • Provided cross training to more than 30 team members.
  • Trained staff on how to improve customer interactions.
  • Assisted with the development of the call center's operations, quality and training processes.
  • Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.
  • Coordinated with Legal, Global Product Safety and Product Safety Managers to improve early alert procedures for Safety incidents.

Associate Training Analyst

Whirlpool Corporation Benton Harbor CxC
10.2008 - 01.2016
  • Offered specific training programs to help employees maintain and improve job skills.
  • Developed training manuals, in both hard and soft copies.
  • Evaluated training materials prepared by instructors.
  • Developed training program for specific, assigned job tasks, including Consumer Care Teams, Recalls, Safety and Product Exchange.
  • Conducted small group and individual activities based on differentiated learning needs.
  • Organized and presented several hours of hands-on activities.
  • Drafted Quick Reference Guides for the roll out of new Customer Relations Database eCRM
  • Conducted one-on-one tutoring for new users in eCRM and provided extensive floor support during roll out in both contact centers Benton Harbor MI and Cleveland TN.

Call Assistant Senior

Whirlpool Corporation World Headquarters
09.2004 - 10.2008
  • Enhanced customer satisfaction by resolving inquiries and concerns through efficient call handling.
  • Utilized CRM software to document customer interactions, ensuring accurate record-keeping for future reference.
  • Cultivated strong relationships with clients by building rapport during each interaction and effectively addressing their unique needs.
  • Mastered conflict resolution techniques to address challenging customer interactions effectively, leading to increased customer satisfaction and loyalty.
  • Implemented feedback from supervisors to improve performance metrics continuously.
  • Handled escalated calls professionally, providing expert guidance and support in resolving sensitive situations for both clients and colleagues alike.
  • Contributed to team success by consistently meeting or exceeding established call response time goals.
  • Collaborated with other departments to resolve complex customer issues, ensuring a positive outcome.
  • Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.

Teacher

Countryside Academy
01.2000 - 06.2003
  • Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
  • Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
  • Assessed student performance regularly using both formative and summative assessments to inform future lesson planning.
  • Identified struggling students early on and provided additional support through tutoring sessions and modified lesson plans.
  • Collaborated with other teachers to plan interdisciplinary units that connected subjects and promoted deeper understanding among students.
  • Organized and led educational field trips that complemented classroom learning, broadening students' real-world understanding.
  • Modified lessons and curriculum to accommodate diverse learners by using strategies such as peer-assisted learning and group work.

Education

Bachelor of Arts - History

Oakwood University
Huntsville, AL
1995

Master of Arts - Religion/Education

Andrews University
Berrien Springs, MI
2002

Master of Arts - Human Resource Development

Western Michigan University
Benton Harbor, MI
2013

Skills

  • Employee relations specialist
  • Dedicated to process improvement
  • Strong problem solving ability
  • Customer Relationship Management software (CRM)
  • Training manual contributor
  • Conflict resolution proficiency
  • Team management skills

Timeline

Operations Manager, Customer Experience

Whirlpool Corporation World Headquarters
03.2018 - Current

Team Leader

Whirlpool Corporation Benton Harbor Customer Experience Center
02.2016 - 03.2018

Associate Training Analyst

Whirlpool Corporation Benton Harbor CxC
10.2008 - 01.2016

Call Assistant Senior

Whirlpool Corporation World Headquarters
09.2004 - 10.2008

Teacher

Countryside Academy
01.2000 - 06.2003

Bachelor of Arts - History

Oakwood University

Master of Arts - Religion/Education

Andrews University

Master of Arts - Human Resource Development

Western Michigan University

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Maxwell Murray