Summary
Overview
Work History
Education
Skills
Timeline
Generic
Murphy Green

Murphy Green

Cleveland,GA

Summary

Knowledgeable and dedicated Client Services professional with extensive experience in customer service. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

6
6
years of professional experience

Work History

Customer Service Associate

Nova 401k Associates
Houston, Texas
02.2022 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Recommended products to customers, thoroughly explaining details.
  • Responded to customer requests for products, services and company information.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.

Operations Manager

Cabin Rentals Of Helen
Cleveland, GA
11.2021 - 01.2022
  • Created newsletters to keep Client Owners engaged
  • Designed surveys for property owners to ensure their satisfaction and identify issues with their accounts
  • Devised employee action plans and provided support for training for 3 departments.
  • Edited and revised property owner contracts
  • Implemented and created employee and vendor contracts
  • Initiated quality assurance measures for housekeeping, laundry, maintenance, and reservations personnel
  • Maintained wonderful professional relationships with employees, customers, and owners
  • Accomplished multiple tasks within established timeframes.
  • Onboarded new employees with training and new hire documentation.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Delivered feedback to decision-makers regarding employee performance and training needs.
  • Applied customer feedback to develop process improvements and support long-term business needs.
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
  • Improved operational planning and business frameworks to enhance resource utilization and reduce waste.

Customer Services

Windstream
02.2018 - 08.2021
  • Focused intently on company processes and procedures to ensure accuracy when overseeing accounts and orders
  • Maintained average quality score of 97% for both order/ process handing and call handling
  • High customer quality scores and remarks from customers (96%)
  • Worked cross functionally with many departments. Mentoring coworkers and management with difficult client issues
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Answered average of 80 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Applied basic sales strategy to engage customers and present solutions to suit individual needs.
  • Offered world class customer service to maximize satisfaction and business success.
  • Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
  • Used consultative techniques to understand customer needs and make strategic referrals to enhance their services.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Reinforced established quality control standards and followed procedures for optimal customer interactions.

Insurance Agent

Liberty National Life
03.2017 - 11.2017
  • Responded to customer calls swiftly to resolve issues and answer questions.
  • Determined client needs and financial situations by listening and scheduling fact-finding appointments.
  • Built relationships with clients using active listening and issue resolution to provide excellent service.
  • Upsold additional products and services after identifying customer needs and requirements.
  • Scheduled fact-finding appointments and consultations to determine client needs and overall financial situations.
  • Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
  • Finalized sales and collected necessary deposits.
  • Calculated premiums and established payment methods for sales.
  • Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
  • Identified and solicited sales prospects in regional areas.

Customer Service

DS Services
03.2014 - 03.2015
  • Effectively negotiated with customers to find pricing solutions and prevent cancellations
  • Maintained high quality scores to ensure customer satisfaction and quality of work. (95%)
  • Provided one call resolution for our clients by utilizing active listening techniques, repor building, empathy, multitasking, and critical thinking to over come issues and generate new revenue.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Resolved customer billing errors by researching issues in system, asking open-ended questions and determining root causes of problems.
  • Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
  • Solicited customer engagement in loyalty programs to enhance company revenue generation.

Education

Bachelor's degree - Business Administration

American InterContinental University
Schaumburg, Illinois
01.2020

Skills

  • Excellent Communication Skills (verbal and written)
  • Critical thinking and Problem Solving
  • Customer Retention Strategies
  • Efficient and Detail-Oriented
  • Building Customer Trust and Loyalty
  • Understanding Customer Needs
  • Issue and Complaint Resolution
  • Courteous with Strong Service Mindset
  • Data Entry and Maintenance
  • Collaborative Environments
  • Promoting Brand and Company Identity
  • Complex Product Knowledge
  • Team-Oriented and Cooperative
  • Sales and Upselling
  • Patient and Empathetic

Timeline

Customer Service Associate

Nova 401k Associates
02.2022 - Current

Operations Manager

Cabin Rentals Of Helen
11.2021 - 01.2022

Customer Services

Windstream
02.2018 - 08.2021

Insurance Agent

Liberty National Life
03.2017 - 11.2017

Customer Service

DS Services
03.2014 - 03.2015

Bachelor's degree - Business Administration

American InterContinental University

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Murphy Green