SHANNON MURPHY
Sutton,MA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
20
20
years of professional experience
Work History
Recommendation Specialist
Wine.com
10.2018 - Current
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Handled questions and concerns skillfully and redirected customers toward higher profit items to increase per-ticket revenue
- Managed over 50 customer calls per day.
- Gained customer trust and confidence by demonstrating a compelling, persuasive, and composed professional demeanor.
- Worked with the sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Selected correct products based on customer needs, specifications, and applicable regulations.
- Presented a professional image consistent with the company's brand values.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Stayed current on company offerings and industry trends.
- Achieved or exceeded company-defined sales quotas.
- Managed all chat channels for 8 hours a day
- Traveled to vineyards around the world to discover obscure vintages and varieties and better understand the global winemaking process
Customer Experience Manager
Canal District Wines
10.2021 - 10.2024
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Analyzed customer service trends to discover opportunities and provide management feedback.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Created and reviewed invoices to confirm accuracy.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
Head Sommelier
Divino Wine And Spirits
05.2005 - 08.2022
- Trained service staff on wines, spirits, and cocktails to maximize revenue and maintain a stellar reputation for service.
- Set up wine tastings to bring in business and promote unique offerings.
- Represented the establishment professionally with guests and earned consistent repeat and referral business.
- Traveled to vineyards worldwide to discover obscure vintages and varieties and better understand the global winemaking process.
Customer Experience Associate- Contract
LOT 18
10.2020 - 04.2022
- Asked customers questions to determine, verify and solve common problems.
- Drafted written correspondence and sent electronic information to customers regarding billing information and current promotions.
- Suggested operational improvements to enhance quality, improve production times and reduce costs.
- Looked for additional ways to expand products to customers by upselling new products and services.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Organized promotional events and interacted with community to increase sales volume.
Education
Bachelor of Arts - Liberal Arts
Lesley University
Cambridge, MA05-2025
Certified Wine Specialist -
Society of Wine Educators
New York, NY06.2023
Certified Sherry Specialist -
Wine Scholar Guild
Europe09.2022
Certification in Wine 2 - Passed With Merit
WSET
New York, NY03.2020
Introduction To Wines -
Master Court of Sommeliers
Denver, CO05.2005
Skills
- CRM- Hubspot, Zendesk, Salesforce, Kustomer, Livechat, Shopify
- Slack
- GSuite, Microsoft, Apple
- Social Media
- Retention
- Customer Satisfaction
- Protools, Garageband
Timeline
Customer Experience Manager
Canal District Wines
10.2021 - 10.2024
Customer Experience Associate- Contract
LOT 18
10.2020 - 04.2022
Recommendation Specialist
Wine.com
10.2018 - Current
Head Sommelier
Divino Wine And Spirits
05.2005 - 08.2022
Bachelor of Arts - Liberal Arts
Lesley University
Certified Wine Specialist -
Society of Wine Educators
Certified Sherry Specialist -
Wine Scholar Guild
Certification in Wine 2 - Passed With Merit
WSET
Introduction To Wines -
Master Court of Sommeliers
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