Shawn Murphy
Glasgow,KY
Summary
Highly driven service-oriented team lead with thirteen years in creating strong client/vendor relations background combined with exceptional customer service and organizational skills. Approaches each service issue with analytical, level-headed approach to identify needs, resolve problems and maximize client satisfaction with a wholistic goal. Passionate to handle tasks with accuracy and efficiency to meet annual business needs and further grow the company brand.
Overview
16
16
years of professional experience
Work History
1099 - Parachute Packer
Skydive Kentucky
Elizabethtown, Kentucky
01.2024 - Current
- Pack parachutes following safety protocols and quality standards.
- Maintain packing area organization and cleanliness for efficient workflow.
- Train new staff on packing techniques and safety procedures effectively.
- Document packing activities to maintain compliance with regulatory requirements.
- Assisted customers with selecting appropriate parachutes based on their individual needs and requirements.
- Followed federal regulations related to parachute systems including FAA regulations.
1099 - Assistant director of Tourism /Marketing and Social Media Coordinator
City of Cave City
Cave City, Kentucky
02.2025 - 05.2025
- Created and implemented marketing activities by leveraging expertise in content development and advertising.
- Oversaw design and graphics of marketing materials to enhance tourism engagement.
- Executed initiatives to reach target audiences through various channels, including social media and email.
- Analyzed marketing data to inform future strategies and optimize campaigns.
- Managed social media accounts, including Facebook and Instagram, while coordinating a monthly newsletter.
- Developed content for all social media platforms, ensuring consistent brand messaging.
- Updated website and maintained KY Department of Tourism webpage for Cave City.
- Attended board meetings and represented Executive Director when necessary.
Corporate Account Manager
Fruit of the Loom Inc, Bowling Green Ky
Bowling Green, KY
11.2019 - 10.2024
- Coached front-line team lead members in strategies to improve customer service and proactively mitigate issues.
- Work directly with the Company sales, marketing, and finance teams to develop sales and promotional strategies that meet/exceed sales and profitability expectations for both the Company and assigned accounts.
- Process improvement for Spalding and Dudley accounts.
- Works direclty with product development, marketing and finance teams and multiple vendors for website and e-commerce updates. Product promotions, updates, FAQs, etc.
- Created and implemented a live chat feature for an online website to quickly identify customer needs in real time and better assist the experience.
- International leadership development and brand structuring.
- Day-to-day report analyzing marketing trends and patterns of lost revenue for the customer experience.
- Managed B2B projects including product support and online ordering.
Production Manager - Verizon Wireless
Afni Inc, Verizon
Glasgow, KY
10.2018 - 07.2019
- Developed team of 15 agents in communication and critical thinking skills.
- Led and motivated team members to achieve client objectives.
- Monitored calls for quality assurance and performance improvement.
- Maintained compliance with business policies while fostering internal and external relationships.
- Responded to customer inquiries and managed escalations effectively.
- Conducted team meetings and internal calibrations to enhance performance.
- Performed payroll and timekeeping functions accurately.
Retail Associate
Family Video
Glasgow, Ky
06.2017 - 03.2018
- Restocking inventory, indexing by alphabetical order.
- Upselling concession items/store promotions.
- Cash handling, completed end of shift bank deposits.
- Assisting customers with purchases through POS system.
Production Manager - Best buy/Geek Squad
SITEL Worldwide
Glasgow, KY
05.2010 - 08.2018
- Perform payroll functions, such as maintaining timekeeping information and processing and submitting payroll.
- Supervise the work of an average of 24 customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Resolve customer complaints or answer customers' questions regarding policies and procedures.
- Discuss job performance with employees to identify causes and issues and to work on resolving problems.
- Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
- Strategic planning and implementation of processes to increase production and profitability.
- Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
- Review reports pertaining to metric KPI's and performance.
- Interviewing and selecting employees.
Education
High School Diploma -
Hart County High School
Munfordville, KY01.2007
Skills
- Cost-benefit analyzer
- Streamline processes
- Strong time management and organizational skills
- Effective change management
- Strategic critical thinking
- Emotional intelligence
- Proficient in Windows and Mac applications
- SMART goal proficient, root cause analysis
- Promoter of positive atmosphere and employee development
Additional Information
- Oracle
- Salesforce
- Microsoft Powerbi
- Microsoft Excel
- Outlook
- Javascript
Timeline
1099 - Assistant director of Tourism /Marketing and Social Media Coordinator
City of Cave City
02.2025 - 05.2025
1099 - Parachute Packer
Skydive Kentucky
01.2024 - Current
Corporate Account Manager
Fruit of the Loom Inc, Bowling Green Ky
11.2019 - 10.2024
Production Manager - Verizon Wireless
Afni Inc, Verizon
10.2018 - 07.2019
Retail Associate
Family Video
06.2017 - 03.2018
Production Manager - Best buy/Geek Squad
SITEL Worldwide
05.2010 - 08.2018
High School Diploma -
Hart County High School