TRACEY M. MURPHY
Customer Service, Management & Administrative
Greenville,SC
Summary
- Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
- Encouraging manager and analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
Work History
Team Manager
Concentrix LLC
04.2021 - 09.2023
- Delegated daily tasks to team members to optimize group productivity
- Monitored team progress and enforced deadlines
- Collaborated with the management team to implement new work procedures or policies
- Fostered positive employee relationships through communication, training, and development coaching
- Organized and prioritized incoming work orders and optimized team workflows and resources to handle dynamic demands
- Followed staffing strategies to achieve production goals
- Documented production levels and materials used to keep management informed
- Implemented performance, quality, and efficiency measures to achieve aggressive production goals
- Created and distributed monthly, quarterly, and annual reports to management regarding performance
- Offered training and support to keep team members motivated and working toward objectives
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth
- Conferred with other supervisors to coordinate operations and activities within or between departments.
Sr. Tech Support Advisor
Concentrix
09.2016 - 04.2021
- Helped resolve problems by addressing problems analytically and with real-world data
- Researched areas of special expertise continuously to stay current on the latest research and practices
- Assisted with the development of best-in-class solutions for internal and external customers
- Empowered others to use judgment and knowledge to solve problems and concerns
- Obtained additional information and clarification from staff members to resolve concerns
- Assisted customers with various types of technical issues via email, live chat, and telephone
- Walked customers through common phone hardware and software configurations to maximize service functionality
- Demonstrated advanced product knowledge to solve customer issues
- Supported customers with online billing, access, and account issues
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools
- Assisted customer in understanding products, components and systems using technical demonstration
- Developed and maintained strong relations with customers to meet quality expectations
- Worked with internal teams to deliver accurate information to customers and service accounts.
Supervisor/Customer Care Agent
Teleflora LLC
04.2014 - 09.2016
- Mentored, coached, and trained new employees
- Supervised escalation calls
- Assisted agents in a chat/messaging format regarding procedures and policies
- Processed orders (U.S., Canada & International) via credit card transactions
- Resolved customer complaints, and assisted customers in making purchases
- Intermediate for partner and shop accounts
- Reviewed completed work to verify consistency, quality, and conformance
- Coached staff members to develop long-term career goals
- Maintained positive and collaborative working relationships with fellow staff and management.
Front Office Supervisor
Jackson Hewitt Tax Service
Philadelphia, PA
11.2006 - 04.2010
- I conducted orientations and trained new employees
- Scheduled meetings and appointments for Department Heads
- Maintained office supplies and kept record inventory and account(s)
- Handled incoming and outgoing mail/calls
- Created, organized, and maintained employee personnel files to keep sensitive data secure and information accurate and up to date
- Processed loan applications, prepared tax returns, and updated customer files
- Promptly addressed and resolved issues
- Responsible for scheduling shifts, time off, and PTO for front office employees
- Completed employee evaluations and created plans to reward or enhance performance
- Assisted with interviewing job applicants by asking appropriate questions and offering insight and feedback
- Hired and trained front desk agents and monitored compliance with company procedures.
Education
High School Diploma - undefined
Creative & Performing Arts High School
Mass Communications
Clark Atlanta University
Skills
- COMPUTER SKILLS
- I am proficient in
- Microsoft 365, Advanced Excel, and Internet usage, with experience in various networks
- Maintained performance and customer satisfaction metrics of 90%-95% each period
- Received 3 raises, and bonuses and by exceeding performance and customer satisfaction metrics
- Promoted to Team Lead/Operations Management
- Created an incentive program that improved team attendance by 35%
- And increased productivity
- SKILLS
- Call Center Operations
- Typing 40 WPM
- Office Applications (Fax, Printer/Scanner, Email, IM, Internet)
- Excellent Verbal & Written Communication
- Staff Training
- Coaching and Mentoring
- Problem-Solving
- Clerical Support
- Team Supervision
- Leading Team Meetings
- Multitasking and Prioritization
- Customer Account Management
- Managing Production Teams
- Corrective Actions
- Team Management Understanding
- Key Performance Indicators (KPIs)
- Performance Tracking and Evaluations
- Employee Coaching and Mentoring
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Team Manager
Concentrix LLC
04.2021 - 09.2023
Sr. Tech Support Advisor
Concentrix
09.2016 - 04.2021
Supervisor/Customer Care Agent
Teleflora LLC
04.2014 - 09.2016
Front Office Supervisor
Jackson Hewitt Tax Service
11.2006 - 04.2010
High School Diploma - undefined
Creative & Performing Arts High School
Mass Communications
Clark Atlanta University
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