Sheila Murphy
Charlotte Metro,NC
Summary
Results-oriented customer service professional with a passion for delivering exceptional service and building strong client relationships. Experienced in resolving complex customer issues and driving satisfaction, loyalty, and retention. Skilled at creating positive experiences through effective communication, problem-solving, and needs-based support. Seeking an A+ customer service position in a values-based, client-focused, and growth-oriented company to leverage skills in relationship building, problem resolution, and client satisfaction for team success and a positive impact on customer experiences.
Overview
26
26
years of professional experience
Work History
Customer Service Consultant
DeRigo REM
03.2023 - Current
- Serve as the primary point of contact for customer inquiries across 18 brands, providing expert guidance on product features, availability, and purchasing options
- Facilitate smooth communication between internal teams and customers, ensuring timely resolution of issues and maintaining high satisfaction levels
- Educate customers on product offerings and benefits to ensure informed purchasing decisions.
Customer Support Specialist
Essilor Luxottica
01.2022 - 05.2023
- Increased customer retention in the Phoenix territory by 12% through personalized service and tailored support
- Managed customer inquiries, providing solutions to ophthalmologists, optometrists, and retail staff regarding product offerings and rebate programs
- Presented detailed product information and solutions, ensuring clarity in communication and satisfaction with brand offerings
- Addressed and resolved product issues, concerns, and contract negotiations, providing top-notch support to drive customer loyalty.
Senior Customer Service Representative
Carl Zeiss Vision
08.2019 - 12.2021
- Supported retail and wholesale accounts, ensuring a seamless experience by identifying customer needs and providing product recommendations
- Trained retail staff on product knowledge and customer engagement strategies to enhance service and sales
- Collaborated closely with customer operations to resolve service issues and streamline customer interactions.
Customer Experience Manager / Entrepreneur
She Frames You, LLC Arizona
01.2013 - 01.2018
- Operated a traveling optical shop, providing personalized customer service to 55+ communities
- Delivered tailored eyewear solutions and educated customers on the latest ophthalmic lens technologies
- Built strong client relationships through ongoing support and product follow-up.
Customer Service Manager
Nassau Vision Group (an Essilor Company)
01.2008 - 01.2013
- Managed a Midwest-based customer call center, enhancing service response times and improving overall customer satisfaction
- Directed a team to provide exceptional service, maintain high client retention rates, and resolve issues efficiently
- Opened over 300 new customer accounts by emphasizing service quality and reliability in all interactions.
Business Owner / Operations Manager
What Do Eye Care Optical, Inc
01.2002 - 01.2008
- Directed all operational aspects of a management consulting and optical service business, ensuring high service standards and customer satisfaction
- Developed new processes to improve response times and the accuracy of customer communications
- Fostered long-term relationships with clients, increasing repeat business and customer loyalty.
Customer Support Specialist (B2B)
Hoya Lens of America
01.1999 - 01.2002
Customer Support Specialist (B2B)
Signet Armorlite (Kodak)
01.1999 - 01.2002
Education
Solar Energies Training -
Pima Community College
Adult Learning & Communication Training -
Moraine Valley Community College
Enhancing the Abilities of Ophthalmic Professionals
Skills
- Client Relationship Management
- Problem Resolution & Troubleshooting
- Customer Needs Assessment
- Training & Presentations
- Process Improvement & Efficiency
- Salesforce CRM Proficient
Timeline
Customer Service Consultant
DeRigo REM
03.2023 - Current
Customer Support Specialist
Essilor Luxottica
01.2022 - 05.2023
Senior Customer Service Representative
Carl Zeiss Vision
08.2019 - 12.2021
Customer Experience Manager / Entrepreneur
She Frames You, LLC Arizona
01.2013 - 01.2018
Customer Service Manager
Nassau Vision Group (an Essilor Company)
01.2008 - 01.2013
Business Owner / Operations Manager
What Do Eye Care Optical, Inc
01.2002 - 01.2008
Customer Support Specialist (B2B)
Hoya Lens of America
01.1999 - 01.2002
Customer Support Specialist (B2B)
Signet Armorlite (Kodak)
01.1999 - 01.2002
Adult Learning & Communication Training -
Moraine Valley Community College
Enhancing the Abilities of Ophthalmic Professionals
Solar Energies Training -
Pima Community College
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