Customer Service Manager

Terrence Murphy

***** ****** ***** *****, ******, CA 94568 925-***-****

***@*********.***

Summary of

Qualificatio Over eleven years (11) of experience in diverse work

ns environments with a consistently successful and

increasingly responsible managerial role focusing on

increased productivity, efficiency, quality and process

improvement opportunities

Major strengths include program management expertise;

extensive customer-centric service background; strong

communication skills; finance and budgeting

capabilities, project management, and ability to build

internal and external teams and relationships

Diverse working experience illustrates fast learning

curve, ability to drive change management, provides

breadth of experience and evidences ability to interact

effectively in a variety of environments with a wide

range of individuals

Experience HB Capital Resources, Inc.

May 2006 - March 2010 Program Manager to Joint Powers

Authority

Manage financing programs that provide hundreds of

millions of dollars annually to affordable housing

developers, non-profit corporations and local government

Oversee marketing efforts for private business and

public agency financing programs; responsible for

marketing plan development and implementation,

collateral and presentation design

Establish, develop and maintain valuable working

relationships with local governments, non-profit

agencies, bankers and legal contacts.

Work closely with regulatory agencies, local governments

and applicants on deliverables and deadlines,

participate in public hearings and respond to public and

government inquiries to ensure projects receive timely

internal and public agency approval

As a Tax Credit Specialist, managed portfolio of over

12,000 affordable units throughout California.

Responsibilities included on-site file audits to ensure

federal and state housing regulatory requirements are

met, analysis of quarterly reports, and client service

and support

Pacific Gas and Electric Company

June 2002 - May 2006 Senior Electric Engineering

Estimator

Designed Primary and Secondary electrical systems

according to PG&E and government standards with a focus

on personal and customer safety

Assisted with global information gathering, package

preparation and pricing for Applicant Design estimates

As Template Tool Local Area Expert, was responsible for

establishing estimating templates and training fellow

estimators on tool utilization

April 2001 - May 2002 Customer Service Representative

Provided customer service to PG&E customers in a local

office environment and duties included account creation,

complaint resolution, and payment transactions

Cetrus, Inc.

November 2000 - May 2001 Customer Service Manager

Responsible for design, implementation and operation of

new customer service department in self directed

environment; assisted President of Marketing with

customer/market research, collateral development and

service mark application

Pacific Gas and Electric Company

August 2000 - November 2000 Database Analyst

Conducted daily information transfers between the

inspection team and affiliated contractors. Provided

database training and user support services

Point of contact between the Central Inspection Program

and program and project managers, ensuring efficient

communication and compliance with program guidelines

September 1998 - August 2000 Customer Service

Representative

Worked with affiliated contractors to establish customer

accounts and schedule inspections in a high call volume

environment. Primary back-up for Dispatch Supervisor;

duties included database support, safety inspection

result oversight and complaint resolution

Education California State University, Sacramento

Bachelor of Science in Criminal Justice - May 1998

Additional

Skills Tax Credit Specialist certification from the National

Center for Housing Management

Proficient in MS Office Suite

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