Summary
Overview
Work History
Education
Professional Development
Timeline
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Dale Murdock

Tye,Texas

Summary

Seasoned professional in general and operations management with comprehensive experience leading teams, optimizing processes, and implementing cost-effective strategies. Skilled in strategic planning, staff development, and operational efficiency, consistently improving workflow and reducing costs. Proven track record of enhancing overall business performance through effective leadership and innovative problem-solving.

Overview

28
28
years of professional experience

Work History

Claims/Operations Customer Service Manager

Blue Cross Blue Shield of Texas
Abilene, Texas
02.1997 - 12.2024
  • 27 yrs
  • Managed daily operations including staffing schedules, resource allocation, budgeting.
  • Ensured that customer inquiries were handled in a timely and professional manner.
  • Analyzed data from multiple sources to gain insight into customer satisfaction levels.
  • Answered questions from customers by phone and email, offering company details, and policy information as requested.
  • Coordinated with other departments to ensure timely delivery of products and services to customers.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.

Community Involvement

02.1997 - Current
  • Served as a Blue Cross Blue Shield Representative for the following: Abilene, Richardson and Waco, TX Community programs
  • Marine Corps Reserve Toys for Tots Program Coordinator
  • March of Dimes Executive Chairman/Board Member
  • United Way of Abilene

Education

Graduate Certificate - Call Center

AT&T Call Center College
10-2001

High School Diploma -

Burleson High School
Burleson, TX
05-1978

Professional Development

  • Aspect - Managing Schedules & Monitoring Intra-Day Performance, Creating Forecasts and Generating Schedules, (RTA) Real-Time Adherence and Architecture and Hardware and Server Maintenance.
  • Avaya University - CentreVu Supervisor with EAS, Lucent, CMS Custom Reports, Call Vectoring and EAS and Report Designer.
  • At&T Call Center College - Strategic and Organizational leadership Dynamics, Human Resource Management and Agent Life Cycle, Self-Service Access Channels, Contact Planning and its Impact on Workforce Scheduling, Capacity Planning and Forecasting in Operations Management, Effective Contact Handling Decisions and Call Contact Reporting, Customer Satisfaction Measurement and Management and Benchmarking.

Timeline

Claims/Operations Customer Service Manager

Blue Cross Blue Shield of Texas
02.1997 - 12.2024

Community Involvement

02.1997 - Current

Graduate Certificate - Call Center

AT&T Call Center College

High School Diploma -

Burleson High School

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Dale Murdock