Christopher Murphy
Boulder City,NV
Summary
Functional Senior Director driving proven results within Gaming Manufacturing. Industry. Manages complex occupational issues while meeting business objectives. Strong operational skills and solid experience regulating policies and managing budget expenditures. Collaborates with management teams and stakeholders to uphold company vision.
Overview
21
21
years of professional experience
Work History
Senior Director of Field and Customer Service
KONAMI GAMING, INC.
06.2018 - Current
- Oversee Field Service and Customer Service departments and sub-departments, including Technical Training, Scheduling, Refurbishment, and Final QC departments
- Work with other department leaders to align department with Company sales and product management's yearly and long-term strategic goals
- Accomplishments: Led effort to create sales order process and created department for order management
- Reviewed and analyzed customer service department, reorganized to bring all three branches under single department head
- Which improved efficiency communication and allowed ease of scalability for future growth
- Successfully implemented new service management tool for Field Service, Customer Service and Scheduling department
- Instituted weekly cross-department meeting to improve timing between sale of products to final installation and support of products
- Effectively planned end-of-life product support plans, which included multiple timelines based on regional requirements.
- Established monthly KPIs, including response and restoral time, order coordination, quote and order processing, inventory minimal and reorder points, machine failure rates, overtime and part failure rates
- Hired and negotiated third-party service providers for Canada, as well as East Coast and West Coast service territories, resulting in 40% cost reduction
- Established cycle count program and improved end-of-year inventory from 83% to 98.5% accuracy.
- Optimized project timelines by effectively delegating tasks and prioritizing workload among team members.
- Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
- Drove strategic improvements to enhance operational and organizational efficiencies.
Director of Field and Customer Service
KONAMI GAMING, INC.
01.2017 - 01.2018
- Oversaw Western Division of Games Field and Customer Service staff, System hardware installation, Final QC Department and RMA room
- Duties included budgeting, manpower, training and inventory control
- Managed relationships with subcontractors and vendors regarding servicing remote areas
- Responsible for communication and project planning for large installations.
Senior Manager of Field and Customer Service
KONAMI GAMING, INC.
01.2014 - 01.2017
- Oversaw Western Division of Games Field and Customer Service staff, System hardware installation, Final QC Department and RMA room
- Duties included budgeting, manpower, training and inventory control
- Managed relationships with subcontractors and vendors regarding servicing remote areas
- Responsible for communication and project planning for large installations.
Director of Field Service
SHFL ENTERTAINMENT
10.2003 - 01.2014
- Strategically directed all aspects of the Service Department's North, Central and South American field offices including budgets, forecasts, policies, procedures, contract negotiations, new product rollout, SLA's metrics and staffing development
- Reviewed monthly and quarterly KPIs and set yearly goals
- Communicated with other department heads to share service department perspectives
- Accomplishments: Lowered service failure rate more than 8% over 2 years, resulting in a savings of $750K
- Reduced service field inventory XXX without causing a negative impact to customers or company
- Reduced overtime XXX
- Developed new metrics to ensure technician efficiency and to measure service calls and preventative maintenance, allowing for more proficient technicians and fewer service calls
- Integral part of team that developed Paperless Ticketing System, eliminating manual paperwork and allows more timely transactions and lowers human error.
Education
B.S. - Business Management
University of Phoenix
Las Vegas, NV05.2001
A.A. -
Oakton Community College
Des Plaines, ILAssociate of Arts -
Oakton Community College
Des Plaines, ILSkills
Computer
- Microsoft Office
- VISO
- SharePoint
- Microsoft Teams
- Bloomfire
- Lotus Notes
- JIRA
- IBM Cognos Analytics
- Microsoft Great Plains (ERP)
- Pronto (ERP)
- Astea Service Management
- Effective communicator (executive to frontline)
- Proactive manager
- Detail oriented
- Followup and follow-thru
- Setting and meeting expectations
- Skilled team builder
- Analytical thinker
- Goal oriented
- Policy Development
- Collaborative Leadership
- Culture Transformation
- Team Management
Personal Information
Title: Results-driven, XXX in Customer and Field Service
Timeline
Senior Director of Field and Customer Service
KONAMI GAMING, INC.
06.2018 - Current
Director of Field and Customer Service
KONAMI GAMING, INC.
01.2017 - 01.2018
Senior Manager of Field and Customer Service
KONAMI GAMING, INC.
01.2014 - 01.2017
Director of Field Service
SHFL ENTERTAINMENT
10.2003 - 01.2014
B.S. - Business Management
University of Phoenix
A.A. -
Oakton Community College
Associate of Arts -
Oakton Community College
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