TONYA MURPHY
Waldorf,US
Summary
Results-driven Client Success Manager with experience in project management and analytical problem-solving. Proficient in using independent decision-making skills and sound judgment to impact company success positively. Demonstrated ability to analyze data, streamline processes, and implement proactive measures that drive productivity and reduce policy violations. Proven track record in managing complex projects, developing organizational strategies, and building strong relationships with stakeholders. Committed to leveraging my skills and experience to contribute effectively in diverse professional environments.
Overview
12
12
years of professional experience
Work History
MEMBER SERVICES MANAGER
FIA
01.2022 - Current
- Analyzed customer satisfaction data to identify service gaps and implemented proactive measures, reducing policy violations by 20%
- Developed and executed comprehensive training programs, resulting in a 30% increase in productivity and a 20% decrease in wait times
- Conducted thorough research and analysis to ensure the consistency of sensitive legal content, mitigating potential risks
- Engaged with members and stakeholders to address inquiries and enhance service quality
- Collaborated with cross-functional teams to plan, execute, and deliver projects that improved operational efficiency and customer experience
- Streamlined registration processes, increasing survey scores by 7%
- Managed workflow and ticketing systems to ensure timely and accurate handling of customer service inquiries
- Identified team learning needs and designed learning strategies to build functional capability and meet business objectives
- Created and maintained database reports, analyzed data trends, and suggested process improvements and training opportunities
- Supported member recruitment and retention strategies by capturing and synthesizing metrics, enhancing customer engagement and loyalty.
ASSOCIATE DIRECTOR OF CUSTOMER SERVICE
NASPA – STUDENT AFFAIRS ADMINISTRATION OF HIGHER EDUCATION
09.2020 - 01.2022
- Managed social media accounts, conducted video edits, and engaged with students to address concerns, boosting organic reach by 30%
- Developed and executed hiring plans, enhancing new hire onboarding and aligning with business goals
- Ensured successful Salesforce/CRM integration by partnering across functional lines
- Managed learning and development SOPs for state-side and global partners, optimizing training programs
- Improved customer service satisfaction by 35% through policy implementation, reducing triage wait times and expanding call queue options
- Created and managed class schedules for adult learners and interns, increasing retention through tailored learning journeys
- Led talent acquisition processes, including recruiting, screening, reference checks, and onboarding, ensuring a seamless hiring experience.
ASSISTANT DIRECTOR OF CONSTITUENT EXPERIENCE
NASPA – STUDENT AFFAIRS ADMINISTRATION OF HIGHER EDUCATION
06.2018 - 09.2020
- Supervised intern program
- Managed intern time off request, assisted with weekly task and goal setting
- Main point of contact for escalated issues to ensure timely resolution
- Enhanced new hire onboarding satisfaction by 30% through streamlining processes and implementing innovative training programs
- Fostered and maintained strong relationships with vendors and constituent groups, ensuring seamless collaboration and support.
REGIONAL ACCOUNTS ASSOCIATE
NASPA – STUDENT AFFAIRS ADMINISTRATION OF HIGHER EDUCATION
05.2012 - 06.2018
- Processed monthly invoices with 100% accuracy, ensuring precise financial records
- Oversaw six regional corporate credit card accounts with expenditures exceeding $100,000
- Assisted in audit preparations, balanced cash receipts, and accurately completed federal paperwork
- Handled various financial transactions, including travel advances, conference registration payments, and vendor payments totaling over $80,000
- Accounts Payable: Entered data into Intacct for check processing, printed 15-20 checks weekly, and maintained vendor files
- Accounts Receivable: Applied check payments, made bank deposits both electronically and in-person, and adjusted cash dashboards to reflect accurate cash receipts.
Education
Master of Science - Human Resource Management
University of Maryland Global College
Adelphi, MDMaster of Business Administration -
University of Maryland Global College
Adelphi, MDBachelor of Science - Healthcare Management
University of Maryland Global College
Adelphi, MDSkills
- Project Management
- Organizational Development
- Trend Analysis
- Strategic Planning
- Team Leadership
- Relationship Building
- Customer Support
- Strategic Communication
- Problem Resolution
- KPI Management
- Onboarding
- Training and Development
Websites
Timeline
MEMBER SERVICES MANAGER
FIA
01.2022 - Current
ASSOCIATE DIRECTOR OF CUSTOMER SERVICE
NASPA – STUDENT AFFAIRS ADMINISTRATION OF HIGHER EDUCATION
09.2020 - 01.2022
ASSISTANT DIRECTOR OF CONSTITUENT EXPERIENCE
NASPA – STUDENT AFFAIRS ADMINISTRATION OF HIGHER EDUCATION
06.2018 - 09.2020
REGIONAL ACCOUNTS ASSOCIATE
NASPA – STUDENT AFFAIRS ADMINISTRATION OF HIGHER EDUCATION
05.2012 - 06.2018
Master of Science - Human Resource Management
University of Maryland Global College
Master of Business Administration -
University of Maryland Global College
Bachelor of Science - Healthcare Management
University of Maryland Global College
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