Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shannon Murphy

Bullhead City,AZ

Summary

Experienced supervisor with 9 years of leadership experience and a total of 13 years in customer service. Confident and highly motivated individual with strong communication and leadership skills. Demonstrated track record of consistently achieving high levels of customer satisfaction and successful project delivery.

Overview

2026
2026
years of professional experience

Work History

Client Manager, AVP

City National Bank
12.2019 - Current
  • Assist Branch Manager in all branch activities: operations, client service, sales and risk management
  • Train and help increase bench strength of existing colleagues on operations and risk management
  • Sustain operational excellence and expertise in risk management/loss prevention
  • Boosted employee morale through recognition initiatives, leading to increased productivity levels across the team.
  • Conduct branch risk meetings and training courses
  • Complete monthly certifications and quarterly, semi-annual and annual reviews
  • Helps maintain operational stability and compliance for branch and colleagues
  • Helps to deepen existing client book of business by identifying possible service and sales opportunities
  • Provides operational and procedural training to branch colleagues
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Oversaw risk management initiatives to minimize losses and maintain a safe work environment.

Contact Center Team Lead

First Entertainment Credit Union
2019 - 2019
  • Manage the call center queue ensuring that agents are adhering to their daily schedule
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Responsible for making sure all agents’ referrals and customer service scores are met and maintained
  • Organize special events for my team, including monthly competitions and team building activities
  • Takeover all escalated calls pertaining to member issues, research requests and account maintenance
  • Lead weekly team meetings to keep all agents involved in all updates pertaining to the credit union
  • Trained new team members by relaying information on company procedures and safety requirements.

Receive Supervisor/ Roadside Assistance

Automobile Club of Southern California
2016 - 2019
  • Assist agents in achieving all metrics of their scorecard by providing hands on coaching and leadership
  • Help retain members while assisting them through escalated service calls
  • Recognize and formally acknowledge outstanding agent performance to boost morale and productivity
  • Organize special events for my team, including monthly competitions and team building activities
  • Successfully able to be productive in both team and independent working environment
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

Head Teller

Citibank
2010 - 2016
  • Consistently achieved sales and referral goals- recognized for sales and referral success
  • Assisted in daily opening and closing procedures
  • Worked effectively and collaboratively in an intense business setting to deliver expected or above expected monthly sales goals
  • Responsible for peer coaching and assisting branch manager and assistant manager with mentoring and managing new and existing tellers
  • Continuously strived to provide superior customer service by maintaining and growing customer relationships
  • Assisted in preparing the branch for semiannual and yearly audits by making sure all records are properly kept and maintained
  • Completed monthly, quarterly, semi-annual and annual certifications/reviews for audit
  • Balanced cash drawers consistently at end-of-day without discrepancies, ensuring accuracy in all transactions processed throughout the day.
  • Oversaw currency shipments and deposits while adhering to strict safety guidelines.
  • Replenished ATM funds in empty canisters prior to validation process.

Education

General Education Diploma -

Daily Allen High School
Glendale, CA
01.2001

Skills

  • Proficient in Microsoft Word and Excel
  • Performance evaluation
  • Operational efficiency management
  • Meticulous attention to detail
  • Supporting career development
  • Customer-focused strategy
  • Staff training facilitation
  • Client relationship management
  • Vault management
  • Cash-handling procedures

Timeline

Client Manager, AVP

City National Bank
12.2019 - Current

Contact Center Team Lead

First Entertainment Credit Union
2019 - 2019

Receive Supervisor/ Roadside Assistance

Automobile Club of Southern California
2016 - 2019

Head Teller

Citibank
2010 - 2016

General Education Diploma -

Daily Allen High School

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