Keith Murphy
Lombard,IL
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Detail-oriented Support Specialist with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.-driven Sales and Customer Service leveraging 15 plus years of proven skills in establishing strong rapport with clients. Collaborative team player diligent about contributing to achievement of group goals. Customer-centric Call Center Representative recognized for extraordinary service, swift issue resolution and exceeding established call-per-hour targets.
Overview
11
11
years of professional experience
Work History
Wireless Procurement /Technical Support Specialist
MBI Staffing/ Jones Lang La Salle (JLL)
Chicago, IL
05.2022 - 03.2023
- Implemented policies and procedures for optimal purchasing methods and cost control.
- Promoted superior customer experiences by leveraging understanding of color, trends, styles, benefits and product value perception.
- Oversaw inventory control, accounting, and supply reports.
- Identified new and more cost-effective suppliers and cutting costs.
- Carefully read and interpreted requisition orders to understand specialized terms and requirements.
- Maintained up-to-date database of suppliers, vendors and contracts to support accurate recordkeeping.
- Tracked purchase orders and followed up with vendors and carriers to support timely deliveries.
- Managed database of vendor details and pricing information to maintain organization.
- Researched and identified potential new suppliers to increase vendor base.
Tech Support Expert
Verizon Wireless
Rolling Meadows, IL
08.2018 - 06.2022
- Responsible for delivering first class customer service, assisting customers with payments, light technical issues, troubleshooting, upgrading devices, and preventing customer from disconnecting
- Providing high level of resolution support to multiple business customer types, adapting to their varying needs and requirements
- Delivering efficient customer support on large accounts using web-based tools
- Customer oriented and proactive, call resolution eliminating repeat calls and reducing unnecessary transfers
- Showed value of Verizon solutions and increasing company revenue
- Identified potential sales and cross-selling opportunities.
- Updated documentation and produced reports.
- Maintaining in-depth knowledge of product offerings and network capabilities, positioning them as strategic solutions in business environment
- Applying technical knowledge to troubleshoot customer issues with evolving technologies
- Assisting with escalations and large research requests.
- Exercised leadership capabilities by successfully motivating and inspiring others
Senior Wireless Consultant
Sprint
Chicago, IL
01.2017 - 04.2018
- Recommended merchandise to customers based on needs and preferences
- Educated customers on product and service offerings
- Recommended optimal merchandise based on customer needs and desires
- Demonstrated products to customers, discussed features and redirected objections to capture sales
- Drove sales of cellular products by applying proactive nature, knowledge of customer preferences and active listening skills
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Recommended complementary purchases to customers, increasing revenue.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
Sales Account Manager
Layer3 TV
Chicago, IL
09.2016 - 01.2017
- Developed and implemented strategic sales and branding strategies to drive product growth
- Created promotions campaigns that drove strategic initiatives and raised awareness of new products
- Developed presentations and other materials to illustrate campaign performance for use in management meetings
- Handled high-profile accounts maintaining information and alerting clients of changes
- Oversaw team of 5 account managers to maintain high levels of satisfaction for over 100 company accounts.
- Analyzed and reported on customer activity, business trends and areas of concern.
- Contacted regular and prospective customers to explain product features and solicit orders.
Senior Retail Wireless Shift Supervisor
T-Mobile
Chicago, IL
07.2013 - 04.2016
- Responsible for selling 50 cellular devices, plans, and data plans to customers
- Also responsible for handling day to day operations including cashiering, merchandising, and inventory duties
- Demonstrated and sold mobile devices to guests, showcasing latest product features and capabilities
- Developed long-term relationships with repeat customers through building credibility in product expertise and personal integrity in salesmanship
- Used on-site computer systems to access figures and documentation associated with available service plans
- Used cross-selling methods to encourage customers to purchase accessories and warranties.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
Sr. Teller Supervisor/Personal Banker
BMO Harris Bank
Orland Park, IL
09.2012 - 06.2013
- Helped customers open and close accounts, apply for loans and make sound financial decisions
- Met or exceeded sales goals by promoting bank products and services in customer interactions
- Managed and balanced cash vault, audits and general ledger accounts
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
Education
Communication Studies
AssociateIn Arts Degree - Mass Communications
Skills
- Issue resolution
- Customer support needs assessment
- Exceptional customer service
- Sales team oversight
- Task delegation
- Technology knowledge
- Friendly, positive attitude
- Organizational skills
- Effective Written and Verbal Communication
- Call Centers
- Customer Relations
- High-Volume Call Environments
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Wireless Procurement /Technical Support Specialist - MBI Staffing/ Jones Lang La Salle (JLL)
05.2022 - 03.2023
Tech Support Expert - Verizon Wireless
08.2018 - 06.2022
Senior Wireless Consultant - Sprint
01.2017 - 04.2018
Sales Account Manager - Layer3 TV
09.2016 - 01.2017
Senior Retail Wireless Shift Supervisor - T-Mobile
07.2013 - 04.2016
Sr. Teller Supervisor/Personal Banker - BMO Harris Bank
09.2012 - 06.2013
Illinois State University - , Communication Studies
Knoxville College - AssociateIn Arts Degree, Mass Communications