Eric L. Murphy
Hudson,FL
Summary
Dedicated supervisor/manager with 40+ years of experience in the customer service industry and 7+ years in Auto Collections in various lines of businesses. Three years Project Manager work managing process improvements and audit readiness. Consistently achieved record-high customer satisfaction rankings and mentored fellow colleagues. Highly organized with strong problem-solving skills, and very detail oriented to help benefit all organizations. Excellent with communication and multi-tasking skills. Knowledgeable in Windows, MS Office (Word, Excel, PowerPoint)
Overview
21
21
years of professional experience
Work History
Business Analysis Associate I/Project Manager
PACE Team- Employee Excellence Team
10.2022 - Current
- Managed and supported projects with Auto Collections, ABRSO, Business Banking and Fulfillment
- Manage projects that are assigned from start to finish conducting End to End reviews and improving the process
- Help LOB with Process Improvements when they were requested to improve on a process that’s broken or needs some improvement
- Help business get ready for Audits and do all their pre-work and kept track of every meeting on our SharePoint
- Managed projects with building new Documentation Tool and adding DocuSign for Auto Collections to better service for our customers
- Managed Champion Of Chase take over and added new enhancements to make sure we celebrate the employees to make them feel honored
- Review and analyze any change request that is submitted to make sure I advise what LOB’s are impacted by the change
- Managed Change controls that came into my intake and worked with Change Management with process improvement efforts
- Working knowledge of audit, risk, and operational management concepts with the ability to understand and interpret the impact of policy and procedural changes
- Worked with different Lines of Businesses to support them with audit readiness and collected data to send to internal auditors
Loss Mitigations Supervisor
Chase Auto Finance
Tampa, FL
03.2022 - 10.2022
- Company Overview: Chase Auto Finance provides auto financing solutions
- Managed a team of 10-16 Loss Mitigations Agents daily
- Supported agent’s growth and development
- Monitored calls for quality and to give feedback to agents on how to have better overall calls
- Audited timesheets for accuracy, Pulled daily reports to review KPI’s
- Coached agents on their progress and procedural errors to help mitigate risk to the bank
- Compiled and analyzed statistical data relative to departments productivity, monitored live calls and provided feedback to staff
- Provided advice and answered questions concerning collections activities, review the status of the most delinquent accounts and handle the collection efforts
- Trained new staff members, conducted performance reviews and made recommendations regarding corrective action and dismissals
- Consistently demonstrated JP Morgan Chase 5 keys for success while building partnerships both internally and externally
- Chase Auto Finance provides auto financing solutions
Auto Collections Supervisor
Chase Auto Finance
Tampa, FL
07.2019 - 03.2022
- Company Overview: Chase Auto Finance provides auto financing solutions
- Managed a team of 18-20 Blend Agents daily
- Supports agent’s growth and development
- Monitored calls for quality and to give feedback
- Audited timesheets for accuracy
- Pulled daily reports
- Coached agents on their progress and procedural errors
- Worked with different Team Leaders to develop best practices for the business
- Assisted with WFH(Work From Home) transitions and system setup during COVID
- Chase Auto Finance provides auto financing solutions
Business Operations Sr. Specialist II
Chase Auto Finance
Tampa, FL
09.2017 - 07.2019
- Company Overview: Chase Auto Finance provides auto financing solutions
- Advanced level specialist role supporting business operations
- Supported business processes and worked in a specialized function/ role to edit and create New Procedures and PDK's (Process Document Kits)
- Approach escalated problems logically with good judgment to ensure the appropriate outcome
- Effectively prioritized work to ensure efficiency
- Conducted research with business SMEs on their processes
- Critical thinking and ability to exercise independent judgment
- Abided by all applicable regulatory and department practices and procedures
- Accuracy and attention to detail
- Delivered various business development initiatives for Chase Auto, Credit Card and Overdraft Collections
- Chase Auto Finance provides auto financing solutions
Lease Account Manager/ Procedural Analyst for EOT
Chase Auto Finance
Tampa, FL
04.2016 - 09.2017
- Company Overview: Chase Auto Finance provides auto financing solutions
- Review and collect fees on lease end accounts using tools and resources such as policy and procedure
- Assist with training of new hires and a subject matter expert to peers
- Responsible for performing inbound & outbound calls and updating account information to determine resolution through our department avoiding losses for the company
- Review and assist with corrections in policies and procedures to ensure accuracy in delivery amongst company standards
- Managed tax bills that were charged on lease account based on state customers live in or lived in prior to tax year
- Chase Auto Finance provides auto financing solutions
Auto Finance Collector
Chase Auto Finance
Tampa, FL
09.2015 - 04.2016
- Company Overview: Chase Auto Finance provides auto financing solutions
- Responsible for collecting past due amounts on accounts, determine reason for non-payment, and negotiating payment arrangements
- Offering suggestions to customers on how to meet their obligation and advising customer of all possible consequences for not meeting their obligation
- Assessing individual circumstances and deciding appropriate course of action
- Interaction with other Chase Auto Finance Departments to service account properly
- Leading team huddles with important updates and changes
- Chase Auto Finance provides auto financing solutions
Carrier / Administrator
United States Postal Service
Tampa, FL
09.2013 - 01.2016
- Retrieved letter and flat mail from mail distribution cases and Delivered mail and parcels
- Handled customer complaints
- Maintained accurate records of deliveries
- Obtained signed receipts for registered, certified, and insured mail; collect associated charges
- Reported any unusual circumstances concerning mail delivery, including the condition of street letter boxes
Poker Room Supervisor
Borgata Spa and Casino
Atlantic City, NJ
04.2004 - 12.2012
- Coordinated dealer scheduling, table swaps and incoming calls for poker room rates and tournament information
- Monitored entrusted funds and conducts table inventory during every work shift
- Trained and mentored other floor supervisors and podium clerks
- Served as first point of contact for employee concerns and customer satisfaction issues
- Conducted employee evaluations and day to day operations of the poker room
- Coordinated and maintained policies and procedures as well as regulatory compliances
Education
High school Diploma -
01.1985
Some College - 2 years
Skills
- Dedicated supervisor/manager with 40 years of experience in the customer service industry and 7 years in Auto Collections in various lines of businesses
- Three years Project Manager work managing process improvements and audit readiness
- Consistently achieved record-high customer satisfaction rankings and mentored fellow colleagues
- Highly organized with strong problem-solving skills, and very detail oriented to help benefit all organizations
- Excellent with communication and multi-tasking skills
- Knowledgeable in Windows, MS Office (Word, Excel, PowerPoint)
- Project tracking
- Cross-functional collaboration
- Meeting facilitation
- Project closure
- Performance improvements
- Customer relations
- Document management
- Project scheduling
- Team collaboration
- Relationship building
- Quality assurance and control
- Root-cause analysis
- Compliance monitoring
- Processes and procedures
- Customer relations specialist
- Team bonding
- Change control operations
Timeline
Business Analysis Associate I/Project Manager
PACE Team- Employee Excellence Team
10.2022 - Current
Loss Mitigations Supervisor
Chase Auto Finance
03.2022 - 10.2022
Auto Collections Supervisor
Chase Auto Finance
07.2019 - 03.2022
Business Operations Sr. Specialist II
Chase Auto Finance
09.2017 - 07.2019
Lease Account Manager/ Procedural Analyst for EOT
Chase Auto Finance
04.2016 - 09.2017
Auto Finance Collector
Chase Auto Finance
09.2015 - 04.2016
Carrier / Administrator
United States Postal Service
09.2013 - 01.2016
Poker Room Supervisor
Borgata Spa and Casino
04.2004 - 12.2012
High school Diploma -
Some College - 2 years
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