Customer Service Sales
Resume:
John F. Murphy
Macungie, PA 18062
***********@*******.***
www.linkedin.com/in/murphyjohnf
Education
. Mansfield University of Pennsylvania
****, ** ** ***keting
Platform Proficiencies
. Windows NT
. Windows 2000
. Mac OS
. Microsoft.NET
. Quick learner on new software
Database Proficiencies
. Dun & Bradstreet
. Hoovers
. Harris Selectory
. Manta
. Experian
Software Proficiencies
. Microsoft Office products
. Microsoft FrontPage
. Live Meeting
CRM Proficiencies
. Act!
. Siebel
. Salesforce
. Oracle
John is a people-oriented leader and a highly regarded team builder with
proven success in both retail and Fortune 500 companies. Strengths include
project management, customer service, customer service, employee
development and creating winning team environments. John's skill set ranges
from sales to portfolio management to strategic leadership roles. John has
excellent communication and analytical skills, combined with a passion for
building teams who exceed customer expectations.
Employment Experience
Dun & Bradstreet: Center Valley, Pennsylvania
2006 - 2010
Relationship Manager, Small Business Channel
2009 - 2010
. Provided timely and accurate weekly reporting to sales leaders for a
portfolio of 500 contracts valued at $2.5 million. Responsible for
portfolio analysis, pipeline reports, accounts receivable data and lead
generation reports.
. Collaborated with Marketing, Supply Management and Value-Added Products
Divisions to increase revenues within portfolios.
. Ranked #1 on the Voice of the Customer Survey, leading to a key meeting
with the company CEO and a featured video on company's international
website.
. Designed and implemented business case for Data Quality Analyst,
enabling accounts to have a reporting representative, resulting in
increased retention rates of 10%.
. Coordinated a messy rollout to our outsourced customer service team,
constructing enhanced documentation for customer communication and
integration within sales force automation tools.
. Monitored campaign call completion for a group of 40 sales
representatives; worked with senior sales managers to create best
practices for Small Business channel.
. Assisted with two open portfolios after employees left D&B, exceeding in
sales standards and advanced renewals.
Customer Account Manager, Small Business Credit Sales
2006 - 2008
. Maintained a large portfolio of 800 small businesses and managed a cross-
functional sales team of four specialists. Responsibilities included
contract negotiations, customer service, accounts receivable and
campaign management.
. Increased portfolio by 35% from $2.3M to $3.1M in an eleven month
timeframe.
. Ranked #1 in the nation by migrating 75% of portfolio to top-tier credit
application, DNBi.
. Served as the Chair of the Winning Culture Committee, achieving 100%
participation on the annual surveyed resulting in significant changes in
employee morale and workplace efficiency.
. Designed and implemented "Customer Bill of Rights" with 100% of team
members signing the document to ensure an outstanding customer
experience based on timeliness, accuracy, attitude and consistency.
Enterprise Rent-A-Car: Lehigh Valley, Pennsylvania
2005 - 2006
Management Assistant
. Oversaw customer service, inventory management, marketing, sales and
employee development. Excellent management training program.
. Restructured management of satellite location and increased the fleet
size from 20 to 50 vehicles over a three month time period.
. Assisted in managing 10 employees at a 150-vehicle branch; also
developed two interns and eight trainees during tenure.
. Responsible for marketing the Corporate Account Program to area
businesses and signed 18 new clients, increasing branch revenues by 28%
in the first half of 2006.
. Established a new location in Lehigh Valley International Airport, and
modified rental process to accommodate regulatory restrictions by
airport authorities.
Contact this candidate