Justin Murchison
Nashville,TN
Summary
Customer service professional with extensive background in managing high call volumes and resolving customer issues. Known for reliability and ability to adapt to changing demands while collaborating with team members. Skilled in conflict resolution and maintaining customer satisfaction.
Overview
10
10
years of professional experience
Work History
Contact Center Representative
Velera
04.2024 - Current
- New Hire Mentor
- Team Ambassador
- Customer Service
- Average call handling volume – 70 per day
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Enhanced team productivity through effective collaboration and communication with colleagues.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Assisted in training new hires, sharing best practices and contributing to their professional development.
- Increased efficiency and team productivity by promoting operational best practices.
Inbound Sales Call Center
ExtraSpace Storage
05.2023 - 02.2024
- Sales
- Customer Service
- Inbound Calls – 30 to 40 per day
- Account Management
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Organized and detail-oriented with a strong work ethic.
Relocation Specialist
ADT Security
02.2021 - 08.2021
- Relocation of existing customer alarm systems
- Call center operations
- Customer service
- Sales
- Customer retention
- Maintained up-to-date knowledge on industry trends and developments, allowing for continuous improvement in service offerings.
Operations Manager
Metro Mini Storage
06.2018 - 04.2019
- Company Overview: (Moved)
- Sales
- Customer collections
- Customer service
- Monthly auctions
- Taking customer payments via phone and in person
- Weekly and Monthly reporting
- Full operations management of site
- Supervision of maintenance staff
Store Manager
Jiffy Lube
02.2018 - 05.2018
- Full store operations management responsibility
- Sales
- Crew schedule creation and management
- Supervision of store staff
- Customer service
- Bank deposits
- Opening and closing of store
- Monthly reporting
- Managed inventory control, cash control, and store opening and closing procedures.
Operations Manager
Quest Events
05.2017 - 11.2017
- Company Overview: (company sold)
- Full operations management responsibility
- Monitor day-to-day operations including scheduling, routing, ensure crews have proper equipment.
- In field quality assurance
- Oversight of inventory and supplies
- Labor and Budget management
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
Site Manager
MasTec Advanced Technologies
12.2014 - 01.2017
- Company Overview: (layoff)
- Full operations management responsibility for the State of Tennessee, including the markets of Memphis, Nashville, and Knoxville, for the AT&T Digital Life Business Line
- Leadership and management oversight of 32 employees including Field Technician Supervisors and Field Technicians
- Monitor day-to-day operations including scheduling, routing, and providing technical support for technicians
- Quality Assurance
- Oversight of inventory and supplies
- Ensure work is completed safely, on time, and within budget
- Actively define, communicate, and implement field training, policies, and procedures
- Interviewed, hired, and trained new workers.
- Assumed responsibility for personnel deployed to work site.
- Maintained records and logs of work performed and materials and equipment used.
Education
High School -
Collierville High School
Skills
- Effective complaint resolution
- Task organization
- CRM software
- Customer call management
- Customer service
- Effective script execution
- Analytical problem-solving
- Establishing connections
- Answering inbound calls
- Training experience
- Issue resolution
- Customer engagement with effective upselling techniques
- Effective communication skills
- Complaint resolution
- Call handling
- Workload management
Timeline
Contact Center Representative
Velera
04.2024 - Current
Inbound Sales Call Center
ExtraSpace Storage
05.2023 - 02.2024
Relocation Specialist
ADT Security
02.2021 - 08.2021
Operations Manager
Metro Mini Storage
06.2018 - 04.2019
Store Manager
Jiffy Lube
02.2018 - 05.2018
Operations Manager
Quest Events
05.2017 - 11.2017
Site Manager
MasTec Advanced Technologies
12.2014 - 01.2017
High School -
Collierville High School
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