Joshua Murphy
Gainesboro,TN
Summary
Dynamic customer care professional with a proven track record at Truist Bank, enhancing customer satisfaction through effective strategies and exceptional service. Skilled in improving retention and resolving issues efficiently, I excel in collaborative care planning and compassionate patient care, consistently exceeding performance metrics and fostering loyalty through strong relationships.
Overview
5
5
years of professional experience
Work History
Customer Care
Truist Bank
05.2020 - 04.2025
- Contributed ideas for optimizing CRM systems used by the Customer Care team, resulting in increased productivity.
- Enhanced customer satisfaction by implementing effective customer care strategies and streamlining communication channels.
- Trained new team members on company policies, procedures, and best practices in customer care.
- Developed positive relationships with clients, fostering loyalty and repeat business through exceptional customer care.
- Participated in ongoing professional development opportunities aimed at enhancing industry knowledge as well as refining core customer care skills.
- Increased repeat business through consistent high-quality workmanship and exceptional customer care.
- Demonstrated courtesy, respect and professionalism to promote company values and customer care.
- Elevated overall quality of customer care by regularly soliciting feedback and implementing improvements based on client input.
- Collaborated with other department leaders to develop cross-functional initiatives promoting exceptional customer care across all touchpoints.
- Maintained a high level of client retention with proactive follow-ups and excellent customer care.
- Implemented best practices in customer care, consistently exceeding set targets for issue resolution rates and satisfaction scores.
- Implemented standard operating procedures to create consistent service levels for order processing, shipping, billing, and customer care.
- Contributed positively to the company''s reputation by upholding high standards of professionalism, work ethic, and customer care.
- Exceeded individual performance metrics consistently, reflecting a strong commitment to customer care excellence.
- Delivered excellent customer care when handling returns or exchanges, empathizing with shopper concerns while adhering to company policies.
- Increased repeat business by providing exceptional customer care and promptly addressing concerns.
- Managed high-volume inbound calls while maintaining composure under pressure and delivering excellent customer care.
- Implemented feedback from supervisors to continuously improve personal performance as a Customer Care Attendant.
- Resolved issues quickly, maintaining a strong reputation for excellent customer care among VIP guests.
- Monitored customer care goals and developed improvements.
- Contributed to a positive work environment through active participation in team meetings and collaboration on best practices for customer care.
- Streamlined customer care processes for increased efficiency and higher resolution rates.
- Provided exceptional customer care through active listening, empathetic understanding, and tailored recommendations based on individual needs.
Education
None - Business Administration
University of Phoenix
Nashville, TNHigh School Diploma - Basic
Monterey High School
Monterey, TN12.2011
Skills
- Customer care experience
- Healthcare industry experience
- Collaborative care planning
- Patient care and education
- Home healthcare services
- Healthcare equipment operation
- Healthcare system resources
- Improving customer satisfaction
- Customer service understanding
- Customer retention expertise
- Customer service skills
- Compassionate patient care
- Resident care coordination
- Long-term care experience
- Customer services
Timeline
Customer Care
Truist Bank
05.2020 - 04.2025
None - Business Administration
University of Phoenix
High School Diploma - Basic
Monterey High School
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