Ralph Murray

• Supervised corporate team ensuring excellent customer service. Monitored team performance metrics, such as call response times, resolution rates, and 4 business day corporate ticket handling while identifying areas of improvement in the customer service contact deliveries and strategies to address escalated concerns. Conducted regular team meetings to discuss issues, improve morale or changes in policies and procedures. Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department and company.Communicated with other departments regarding any changes in policies, processes or procedures that may affect internal or external customers. Created reports daily, weekly, and monthly basis related on team's corporate KPI's. Performed audits on completed transactions or recordings of phone conversations between customers and agents. Implemented recess programs designed to increase employee engagement and morale. Evaluated performance reviews based on specific criteria set forth by management month over month. Assisted in training for new hires and existing employees. Collaborated closely with upper management on projects involving new initiatives or improvements within the department. Assisted team with resolving complex customer issues and implementing targeted solutions. Investigated sensitive escalated leader involved complaints delivering prompt resolution. Investigated and defended small claims court cases filed by customers with a focus on analyzing case facts to determine the appropriate course of action for each case.

Supervised a team of escalations employees in daily operations. Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions. Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows. Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines. Resolved customer complaints in a timely manner while ensuring customer satisfaction. Recruited, mentored, coached, and evaluated employee performance through periodic reviews and documented results accordingly. Monitored employee productivity levels on a regular basis to identify areas of improvement. Created new strategies for improving customer service standards within the organization. Collaborated with other departments to coordinate workflow processes between teams. Participated in conferences related to industry trends or organizational developments. Reviewed completed work to verify consistency, quality and conformance. Enforced established goals to keep employees working collaboratively. Resolved customer complaints and adjusted policies to meet changing needs. Coached team members to develop long-term career goals. Evaluated processes and employee strengths to realign workflows with changing business demands displaying strong telephone etiquette and effectively handling difficult calls. Evaluated needs of departments and delegated tasks to optimize overall production.