Summary
Overview
Work History
Education
Skills
Timeline
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Shelia Murphy

Shelia Murphy

Mesa,AZ

Summary

Knowledgeable Call Center Professional with solid background in customer service and problem resolution. Proven ability to handle high call volumes efficiently while maintaining friendly demeanor. Demonstrated expertise in effective communication and conflict resolution.


Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.

Overview

20
20
years of professional experience

Work History

Logistics Coordinator

McMillen Transport
09.2017 - Current
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Tracked orders and notified customers of status or potential delays.
  • Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
  • Ensured compliance with industry regulations, reducing the risk of fines or penalties.
  • Developed relationships with key vendors, securing preferential treatment in pricing and terms negotiation.
  • Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints.
  • Built and established relationships with staff and vendors.

Customer Service Call Center Manager

US Bank
09.2008 - 04.2010
  • Increased employee engagement by creating opportunities for professional development and career advancement within the call center.
  • Mentored and coached team members, fostering a supportive and collaborative work environment.
  • Championed the adoption of new technologies and tools that enhanced agent productivity and improved overall call quality.
  • Introduced quality assurance measures to track agent performance, resulting in improved service consistency across the team.
  • Conducted regular performance evaluations for team members, providing constructive feedback for continued growth and improvement.
  • Managed high-stress situations effectively, ensuring timely resolution of escalated customer issues.
  • Responded to customer inquiries and queries to provide thorough and speedy resolutions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Customer Service Representative

Phase 2
08.2005 - 06.2008
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Call Center Trainer

Share Group
06.2006 - 04.2008
  • Collaborated with management for call center process improvements, resulting in better customer satisfaction scores.
  • Reduced onboarding timeframes by designing efficient orientation processes for new hires.
  • Collaborated with management to identify skill gaps and develop targeted training initiatives.
  • Achieved higher trainee retention rates through continuous feedback and coaching sessions.
  • Developed comprehensive training materials, ensuring consistency in training delivery across multiple teams.
  • Consistently received positive feedback from both trainees and managers on the effectiveness of my training sessions.
  • Provided coaching and mentoring to employees.

Education

Associate of Applied Science - Accounting

Eastern Gateway Community College
Steubenville, OH
06-2017

Skills

  • Customer support
  • Call control
  • Complaint resolution
  • Professional phone voice
  • Calm and professional under pressure
  • Able to resolve escalated issues
  • Problem-solving skills

Timeline

Logistics Coordinator

McMillen Transport
09.2017 - Current

Customer Service Call Center Manager

US Bank
09.2008 - 04.2010

Call Center Trainer

Share Group
06.2006 - 04.2008

Customer Service Representative

Phase 2
08.2005 - 06.2008

Associate of Applied Science - Accounting

Eastern Gateway Community College

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