Connie Murphy
Denny
Summary
Personable and dedicated customer service representative with 13+ years of experience delivering exceptional support across SaaS, financial services, travel and hospitality industries. Recognised for strong problem solving skills, empathetic communication and a proven ability to make customers feel valued and supported. Skilled in building trust, fostering lasting relationships and enhancing customer satisfaction to drive business success. Collaborative team player with a positive attitude and passion for cultivating relationships, continuous improvement and delivering results. Actively seeking a remote customer care role where I can contribute to service excellence and team growth.
Overview
14
14
years of professional experience
Work History
Onboarding & Customer Success Specialist
ClassForKids
Glasgow
03.2023 - Current
- Served as main contact for high value customers, prioritising service and long term satisfaction.
- Generated £55k in revenue during 2024 by onboarding and retaining customers.
- Facilitated confident SaaS platform adoption through tailored onboarding, webinars and in person training.
- Developed resources to support pricing strategies and promote products to upsell in turn boosting recurring revenue.
- Resolved complex issues by collaborating with cross functional teams swiftly.
- Aligned customer initiatives with business goals, ensuring brand consistent content.
- Led team activities, conducting 1:1s and guiding colleagues in training.
- Represented company at events to build customer relationships and enhance experiences.
Customer Support Specialist
ClassForKids
Glasgow
11.2020 - 03.2023
- Resolved customer queries via Intercom tickets and outbound calls while upholding service standards.
- Achieved 98% customer satisfaction rating throughout support interactions.
- Managed internal knowledge base to enhance efficiency in customer support operations.
- Delivered onboarding and training processes to foster platform adoption and ensure customer success.
- Collaborated with Product team to prioritise bug fixes, submit user feedback and enhance platform features.
- Analysed customer data to identify usage trends and develop proactive support strategies.
- Assumed team leader responsibilities during absences, conducting 1:1s and facilitating performance improvements.
- Presented new onboarding roadmap, leading to promotion as Onboarding Specialist within Customer Success Team.
Senior Technical Associate
SS&C Technologies
Stirling
07.2015 - 11.2020
- Administered operations for St James's Place Wealth Management financial partners and planners.
- Provided accurate data management for financial products, including ISAs, unit trusts, bonds and pensions.
- Conducted sensitive bereavement claims and financial crime investigations with diligence.
- Led quality checks for the Bereavements team to ensure compliance with financial regulations and internal standards.
- Assisted in Bluedoor data migration in 2015, managing transfer of sensitive customer data.
- Coached new team members and upskilled existing staff to enhance operational efficiency.
- Managed escalated client cases and prioritised urgent issues to uphold client loyalty.
Reservations Specialist
Airth Castle Hotel & Spa
Airth
02.2014 - 07.2015
- Managed hotel reservations across multiple channels, maximising booking opportunities.
- Processed and optimised group bookings, events and conference reservations for revenue enhancement.
- Addressed customer escalations and complaints with professionalism to boost satisfaction and retention.
- Collaborated with corporate clients and third-party agents to establish strong relationships.
- Generated daily Operations updates for Reservations department to ensure visibility on bookings and events.
- Analysed insights on peak and off-peak periods with Revenue Manager to adjust rates accordingly.
Cruise Travel Specialist
Thomas Cook
Larbert
02.2013 - 02.2014
- Crafted bespoke cruise itineraries tailored to customer budgets and preferences.
- Consistently exceeded sales targets by promoting upgrades, additional services and travel insurance.
- Facilitated travel advice while assisting customers with pre-departure requirements and documentation.
- Established strong customer relationships, leading to repeat bookings and positive feedback.
Inbound Customer Service Agent
Sky
Larbert
11.2011 - 02.2013
- Resolved diverse customer issues by managing high volume of inbound calls.
- Processed credit and debit card payments, establishing direct debits for bill collection.
- Facilitated communication between customers and internal departments for rapid issue resolution.
- Delivered technical support for TV, broadband, and telephone services alongside billing inquiries.
- Consistently met key performance metrics, including call handling time and customer satisfaction.
- Contributed feedback on service delivery enhancements during team training sessions.
Education
HND - Business & Tourism
Forth Valley College
Falkirk06.2011
Higher Qualifications -
St Modan's High School
Stirling06.2008
Standard Grade Qualifications -
St Modan's High School
Stirling06.2007
Skills
- Customer service and support
- Process improvement
- Training and development
- Software Support (Hubspot, Intercom, Jira, Slack)
- Time management
- Customer relationship management
- SaaS platform adoption
- Data analysis
- Support strategy development
- Team leadership
- Issue resolution
- Problem solving
- Effective communication
- Attention to detail
- Cross-functional collaboration
- Onboarding facilitation
- Client retention
References
References available upon request.
Timeline
Onboarding & Customer Success Specialist
ClassForKids
03.2023 - Current
Customer Support Specialist
ClassForKids
11.2020 - 03.2023
Senior Technical Associate
SS&C Technologies
07.2015 - 11.2020
Reservations Specialist
Airth Castle Hotel & Spa
02.2014 - 07.2015
Cruise Travel Specialist
Thomas Cook
02.2013 - 02.2014
Inbound Customer Service Agent
Sky
11.2011 - 02.2013
HND - Business & Tourism
Forth Valley College
Higher Qualifications -
St Modan's High School
Standard Grade Qualifications -
St Modan's High School
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