Jamal Murray
Inktel Contact Center Solutions
Valrico,FL
19
years of professional experience
Professional with strong background in operations management. Skilled in optimizing workflows, improving efficiency, and leading high-performing teams. Known for effective problem-solving and adaptability in dynamic environments. Strong focus on team collaboration and achieving measurable results. Proficient in inventory management, process improvement, and staff training.
Work History
Operations Supervisor
4 Years 3 Months- Supervised daily operations, ensuring adherence to quality standards and customer satisfaction.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Mentored employees to ensure proper completion of assigned duties, enhancing team accountability.
- Coached employees on company mission and goals, aligning team objectives with core values to enhance performance.
- Implemented new working processes to deliver multiple improvements.
- Cultivated relationships with customers through positive interactions and attentive support, leading to increased satisfaction.
CUSTOMER SERVICE REPRESENTATIVE
1 Year 2 Months- Delivered primary customer support to internal and external customers, ensuring prompt resolution of inquiries.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, clearly explaining benefits and features to enhance their purchasing decisions.
- Provided tailored advice and assistance to customers, addressing specific needs and preferences to improve satisfaction.
- Recommended products to customers, thoroughly explaining details.
CUSTOMER SERVICE REPRESENTATIVE
7 Years 5 Months- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Resolved billing inquiries and facilitated service modifications, enhancing customer satisfaction through effective upgrades and downgrades.Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Managed customer account adjustments, ensuring accurate financial records and promoting customer trust.
- Provided product and service information while recommending additional offerings to increase customer engagement.
FORKLIFT DRIVER
5 Years 2 Months- Unloaded trucks and rail cars, organizing materials in staging area for efficient processing.
- Transported goods between warehouse locations, aligning operations with shipment and storage requirements.
- Assigned pallets to designated slots on storage racks, ensuring optimal space utilization and accessibility.
- Used strapping and bracing techniques combined with proper balancing to prevent load shifting.
Education
High School Diploma
Skills
Staff Management
Staff supervision
Training and Development
Training and mentoring
Performance monitoring
Sales expertise
Account management
Complaint resolution
Client Service
Account management
Report preparation
Call center operations
Training and mentoring
Team Building
Staff Management
Good Telephone Etiquette
Training and Development
Personal Information
Title: Team Leader
Timeline
Operations Supervisor
Inktel Contact Center Solutions
03.2020 - 06.2024Read More
CUSTOMER SERVICE REPRESENTATIVE
SYKES Lakeland
12.2018 - 02.2020Read More
CUSTOMER SERVICE REPRESENTATIVE
Convergys
03.2011 - 08.2018Read More
FORKLIFT DRIVER
Lowe's Distribution Center
10.2005 - 12.2010Read More
Thomas County Central High School
High School Diploma
Read More