Darnell L. Murphy
Sarasota Springs,FL
Summary
Dynamic individual with hands-on experience in customer service and talent for navigating challenges. Brings strong problem-solving skills and proactive approach.
Overview
18
18
years of professional experience
Work History
Senior CLR
Progressive Insurance
Colorado Springs, CO
01.2020 - 08.2021
- In addition to normal duties as CLR, was asked to assist with the Progressive Academy new hires.
- Effectively able to communicate with new coworkers policy and procedures, use of multiple systems and best practices.
Commercial Lines Representative
Progressive Insurance
Colorado Springs, CO
09.2018 - 01.2020
- Handled inbound calls for Progressive Commercial customers.
- Assisted any and all insurance policy needs by answering questions in relation to coverage, rates, billing issues, and general policy reviews while offering additional products and services.
- Successfully navigated 4 - 5 software systems to process endorsements, apply billing credits while sending out documents to customers email or home address.
Business Lead Assistant Manager
Spring Mobile AT&T
Colorado Springs, CO
09.2016 - 01.2018
- In addition to normal duties, attend a weekly accountability meeting/call and conduct additional monthly formal training.
- Have 4-6 qualified leads per week with 30 ultimate prospector calls. (Cold Calling)
- Hold every team member accountable for Spring Mobile’s 50/20/10 initiative and 5 Key Behaviors.
- Continually hit $10,000 in gp a month.
- Drive employees to offer CRU, DTV, Digital Life and all other products/services to maximize all metrics for the store.
- Complete all required monthly training.
- Perform opening/closing and other store operation duties, office depot orders, inventory, scheduling, employee 1 on 1’s, store resets and daily deposits.
- Review daily reports to coach and help develop employees.
- Maintain a contagious positive attitude while overcoming all obstacles.
Senior Sales Consultant
Spring Mobile AT&T
Colorado Springs, CO
05.2016 - 09.2016
- Actively build the capability of others through relevant, timely, balanced feedback; and using recognition to reinforce desirable behaviors.
- Effectively managing his or her own and others' time and resources to ensure that work is completed efficiently.
- Average 8,000 GP/monthly or better.
- Continually providing the best customer service by averaging a 80% or better on Willingness to Recommend MTM.
Sales Consultant
Spring Mobile AT&T
Colorado Springs, CO
02.2016 - 05.2016
- Built relations with customer base to sell additional wireless products and services that meet consumer needs. ie. Accessories, Insurance, Roadside assistance, navigation, smart limits.
- Average 6,000 GP/month by accessing every customer account.
- Be a friendly expert on AT&T products and services.
- Show the value in Direct TV, Digital Life and AT&T Wireless by using the IPA form and MST tool.
- Explain rate plans, data charges, overages and operating systems for AT&T products and services.
Mobile Service Center Manager
Spring Mobile AT&T
Colorado Springs, CO
03.2012 - 02.2016
- Responsible for greeting customers and listening to issues/malfunctions of their phones.
- Determine the type of issue with the software, hardware, network, customer error or known issues.
- Provide customers with cost and time estimates that work with their needs.
- Order new parts and keep inventory up to date with the ever changing industry.
- Maintained cash drawer for all currency transactions.
- Diagnosing the defective handsets identify problem/problems such as sim card readers, antennas, charging port damage, LCD/digitizers etc.
- Repaired damage caused by liquid, replaced all parts if necessary.
- Educated customers/employees on how to use their phone with their computers, download/upload software to handsets as well as memory storage.
- Built and retained reports with the customer base and Spring Mobile management.
Mobile Associate
Target Mobile
Colorado Springs, CO
12.2011 - 03.2012
- Build relations with the customer base to sell additional wireless products and services that met consumer needs.
- Maintained a professional business relationship with Target store managements/employees—developed a partnership and cultivated a healthy working environment for all stakeholders.
- Explain rate plans, data charges, overages and operating systems for AT&T, Sprint and Verizon wireless.
- Met or exceeded all sales and customer service goals.
Field Team Supervisor
Verizon Wireless Flextronics
Colorado Springs, CO
12.2009 - 07.2010
- Directly responsible for all technical cell phone repairs at the North Academy Verizon store.
- Team leader, wrote/reviewed all company correspondence/communication between Flextronics and Verizon.
- Reported monthly stores matrixes to Colorado Regional Managers.
- Oversaw six employees, and did performance reviews, and scheduling for all six employees in my department.
Area Team Lead
Verizon Wireless Flextronics
Denver, CO
12.2006 - 12.2009
- Directly responsible for five store locations in Denver and Colorado Springs, excellent facilitator and logistics manager—maintained a healthy relationship between Flextronics and Verizon Headquarters.
- Conducted monthly market reviews, led daily face-to-face meetings with regional managers, conducted one-on-one counseling with employees.
- Built flexible employee work schedules that matched customer volume.
- Established monthly goals and quotas—all benchmarks met!
Customer Service Technician
Verizon Wireless
Colorado Springs, CO
08.2006 - 12.2006
- In charge of consulting customers—clearly articulated company and store policies to customers.
- Personally troubleshot thousands of cell phone outages and network issues, an expert on software applications, accessories and company promotions.
- Found solutions that minimized customer inconveniences/wait-times.
- Routinely realigned customers with updated equipment and cell phone plans—met their business, and or personal needs.
Line Cook/ Regional Line Trainer
Texas Roadhouse
Colorado Springs, CO
06.2003 - 08.2006
- Trained new employees on food safety and how to correctly process orders for customers in a timely manner—coordinated/led 32 catering events.
- Ensured kitchen areas were cleaned and sanitary at all times and for corporate visits and El Paso County Health Inspectors—passed four consecutive County no-notice evaluations.
Busboy/ Barback
Texas Roadhouse
Colorado Springs, CO
04.2003 - 06.2003
- In charge of cleaning tables, washing dishes and janitorial services.
Skills
- Teamwork and collaboration
- Customer service
- Problem-solving
- Dependable and responsible
- Multitasking Abilities
Timeline
Senior CLR
Progressive Insurance
01.2020 - 08.2021
Commercial Lines Representative
Progressive Insurance
09.2018 - 01.2020
Business Lead Assistant Manager
Spring Mobile AT&T
09.2016 - 01.2018
Senior Sales Consultant
Spring Mobile AT&T
05.2016 - 09.2016
Sales Consultant
Spring Mobile AT&T
02.2016 - 05.2016
Mobile Service Center Manager
Spring Mobile AT&T
03.2012 - 02.2016
Mobile Associate
Target Mobile
12.2011 - 03.2012
Field Team Supervisor
Verizon Wireless Flextronics
12.2009 - 07.2010
Area Team Lead
Verizon Wireless Flextronics
12.2006 - 12.2009
Customer Service Technician
Verizon Wireless
08.2006 - 12.2006
Line Cook/ Regional Line Trainer
Texas Roadhouse
06.2003 - 08.2006
Busboy/ Barback
Texas Roadhouse
04.2003 - 06.2003