JACQUELINE A. MURPHYWestport, MA 02790 (508) 813-9557 jacqln19@hotmail.com

CUSTOMER SERVICE MANAGERProven professional with over 20 years of experience enhancing business operations with strong management and multi-faceted leadership abilities. Adept at cross collaborating with management team to ensure business and financial objectives met and exceeded. Skilled at forging and maintaining internal and external relations and increasing overall customer base with trained, quality customer service teams. Expert in promoting and directing projects focused on implementing technology solutions to enhance customer satisfaction and increase retention.

Core competencies include:

Strategic Business Planning Project Management Customer Relations Budget Management Training & Mentoring

Technology Solutions Recruiting & Staffing Initiatives Team Building & Leadership Data Management Process Improvements

PROFESSIONAL EXPERIENCE

SUPPLY CHAIN SOLUTIONS, Foxboro, MACUSTOMER SERVICE DIRECTOR (2008 – 2016)

Excelled as Customer Service Director leading and motivating team and staff of over 15 associates. Administered key leadership in encouraging staff to enhance customer experiences by maintaining up-to-date knowledge of products and services. Selected accomplishments:

Initiated process improvements concerning timely invoicing to obtain 95% within 24 hours after delivery for all orders.

Designed and implemented on-line customer service surveys to gather metrics regarding overall customer experience and level of satisfaction.

Achieved 97%+ customer satisfaction rating, 98% on-time delivery ratings and reduced OT by 7% by enhancing operational standards.

Reviewed and assessed weekly and monthly sales reporting to add refresher sales training and created sales training manuals for associates and new hires.

REDCATSUSA, West-Bridgewater, MAVICE PRESIDENT CUSTOMER SUPPORT (1994 – 2007)

Earned three promotions following highly successful tenures as Senior Manager – Customer Relations (four years), Customer Service Manager (six years) and Customer Sales Supervisor (one year) to oversee all support functions handling over 26M calls annually. Developed and implemented customer service strategy and managed overall performance of employees and processes. Led project workforce of 1500 call center associates and ensured budget allocated resourcefully and initiated training and development opportunities.Selected accomplishments:

Owned P&L management operations and developed annual budget with upper executives to ensure resources utilized optimally.

Achieved over $6M in annual third party sales by streamlining sales process and initiating staff incentives.

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JACQUELINE MURPHY Page Two

Improved order status completion rate by 30% by launching Speech IVR to enhance order completion processes.

Trained and mentored management team to ensure best practices and consistency and reduced overall turnover by 15%.

SENIOR MANAGER – CUSTOMER RELATIONS (2001 – 2005)

Led 400 member team and provided developmental training and mentoring to obtain overall operational growth objectives. Contributed customer service information and recommendations to strategic plans and prepared action plans for team growth.Selected accomplishments:

Coordinated efforts to strategically implement quality assurance metrics and track customer satisfaction ratings.

Delivered change management operations that reduced customer service adjustments by over $1.7M. Administered customer service financial objectives by forecasting requirements, preparing budgets,

analyzing deficiencies and initiating corrective action plans.

CUSTOMER SERVICE MANAGER (1995 – 2001)

Built notable record of success through progressive responsibilities. Managed Customer Service Supervisors and ensured direct leadership to each team through quality and motivating initiatives. Selected accomplishments:

Implemented development opportunities for career progression programs customized for each individual supervisor and their team.

Monitored quality assurance program including customer service metrics and provided refresher training and development programs.

Completed weekly expenses and payroll reports for management to review to initiate process improvements.

** *** **Additional experience as Customer Sales Supervisor and an additional 10 years of experience at AT&T as Provisional Development Leader, Team Development Leader, Supervisor and Customer Contact Associate.

Information upon request.

EDUCATION & CREDENTIALS

ROGER WILLIAMS COLLEGE, Bristol, RI Bachelor of Science in Management (Candidate)

Professional DevelopmentManager Initial Training Equal Employment Opportunity/Affirmative Action Program

Stairway to Leadership Management EssentialsCode of Business Conduct Workplace Harassment/Aggression

Labor Relations Quality Control Training