Summary
Overview
Work History
Education
Skills
Timeline
Generic
Martin Murray

Martin Murray

Spanish Fork

Summary

Escalations / Customer Success Manager with a 10+ yrs of transforming challenging customer experiences into positive outcomes. Excels in conflict resolution, strategic planning, and data analysis, demonstrating a strong ability to manage online reputation and handle escalated projects. Displays a commitment to delivering exceptional customer service and fostering 5-star experiences.

Overview

6
6
years of professional experience

Work History

Customer Success / Escalations Manager

Better Earth
08.2020 - Current
  • Built the Escalations department from scratch, hired and managed a team of six to tackle hundreds of projects monthly
  • Take the most escalated and frustrated experiences and turn them around to 5-star reviews
  • Work alongside the legal team to ensure fraud cases and court filings are handled delicately and with quick resolution
  • Wrote dozens of SOPs, generate crm reports, and develop advanced KPIs for the dept, reporting directly to owners/directors weekly.
  • Manage the company's online review platforms and BBB complaints, taking all 1 and 2-star reviews and making sure we deliver a 5-star experience thereafter.
  • Handle a pipeline that varies from 50-200 escalated projects, making dozens of calls daily to discuss issues and resolutions with customers
  • Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
  • Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.

Area Sales Manager

High Definition Solar
05.2019 - 07.2020
  • Door to door sales, managed a territory to generate leads and close deals
  • Trained 10+ sales team on objection handling, closing tactics, proposal-building

Education

Bachelor's Degree - Environmental Studies

California State University-East Bay
Hayward, CA
12.2010

Master of Arts - Education

Western Governors University
Salt Lake City, UT
09-2022

Skills

  • Team Management
  • Conflict Resolution
  • Online Reputation Management
  • Problem Solving
  • Stakeholder Communication
  • Data Analysis
  • Strategic Planning
  • Coaching and mentoring
  • Complaint investigation
  • Goal setting and achievement
  • Hiring and training

Timeline

Customer Success / Escalations Manager

Better Earth
08.2020 - Current

Area Sales Manager

High Definition Solar
05.2019 - 07.2020

Bachelor's Degree - Environmental Studies

California State University-East Bay

Master of Arts - Education

Western Governors University

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