Customer Service Sales

KAREN E. MURPHY

**B Johnson Street

Newburyport, MA 01950

Voice: 978-***-**** Fax: 978-***-****

eMail: ************@*******.***

www.murphyassocs.com

EXECUTIVE SUMMARY

Twenty seven years of progressive management experience in business

development, marketing, sales, training and customer service. Demonstrated

expertise in high technology, industrial and consumer markets both

domestically and internationally. Personality profile: intelligent, fast

thinker, quick learner, self-motivated, energetic, good sense of humor,

well organized and diligent.

PROFESSIONAL EXPERIENCE

MURPHY ASSOCIATES Newburyport, MA

President 1999 to

Present

Murphy Associates is a SOMWBA certified woman business enterprise that

specializes in Occupational Spanish,

Occupational Portuguese, Cross-Cultural and Customer Service training and

consulting. Murphy Associates' programs help organizations improve both

internal and external relationships through expanded awareness and enhanced

communication techniques. Customers include corporate, public sector and

non-profit organizations. Please reference www.MurphyAssocs.com.

GUY GANNETT DIRECT Portland, ME

Vice President, Marketing and Sales

1997 to 1998

Guy Gannet Direct: formerly a direct response marketing division of Guy

Gannett Communications providing a full range of direct marketing services

including creative services, database management, data processing, list

brokerage, printing, mailing and fulfillment. The Vice President worked

together with the President on division matters, was a member of the

corporate committee and a key player in the integrated marketing

collaborative efforts of Guy Gannett Communications.

. Won back two top key accounts, FMC BioProducts and Peoples Bank,

reinitiating ongoing revenue streams

. Created in-house employee training program to foster cross-departmental

training and promote team building

. Expanded network of free lance creative talent to ensure competitive bid

positioning for Guy Gannet Direct

. Enhanced relationships with existing client base, third party suppliers

and Portland's USPS

. Designed/created company's initial marketing collateral and web site for

proactive client/prospect outreach

. Managed a team of sales, service and production professionals, outside

creative talent and print production suppliers

MERCATOR CORPORATION Newburyport, MA

General Manager 1994 to

1997

Mercator Corporation: the U.S. subsidiary of Mercator Ltd. (England) which

marketed and supported the company's snap( survey software product line in

North and South America. The General Manager's primary role was to

establish the U.S. subsidiary and develop/manage all aspects of the

operation: strategic business development, budgeting, legal affairs,

financials, direct response marketing, advertising, PR, direct and channel

sales, customer service, product training/support and personnel management.

. Established the U.S. sales subsidiary, creating and implementing

sales/marketing strategies to position the product line as a leading

survey software tool in a twenty four month timeframe

. Secured initial Fortune 500 customer sites across multiple vertical

markets

. Cultivated relationships with dealer channels, generating revenues

through Stream International, Egghead Software, Software Spectrum and

SciTech International

. Expanded revenues by cross selling software maintenance agreements

. Developed and conducted product training sessions to expand revenue

streams

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COASTAL INTERNATIONAL, INC. Newbury, MA

Director, North American Business Development Programs

1991 to 1994

Coastal International: a business development organization which

specialized in identifying North American outlets for international high

technology products and services. The Director of North American Programs

was responsible for developing marketing and sales channels for

international information technology companies, bringing their products to

market in North America. Product representation included UNIX CASE tools,

PC/UNIX CAD Drawing Management, LAN, MAC and PC softwares and logistics

services.

. Directed creation/implementation of direct marketing and sales strategies

across client accounts

. Negotiated client contract renewals and prospected new business

opportunities

. Managed/motivated team of four marketing managers and two marketing

coordinators

. Identified/booked initial three sites for industrial color matching

software totaling $75K

. Booked $1.3 million in first 18 months of market entry launch for CASE

software

VELUX, INC. Wilmington, MA

Customer Service/Marketing Manager

1988 to 1990

Velux: a manufacturer and distributor of roof windows and skylights. The

Customer Service Manager directed the N.E. regional service operation,

managing 1,700 dealers, consumers and a nine member sales trainee and

customer service staff. This position also handled regional co-op

advertising and promotional campaigns.

. Cultivated dealer relationships, increasing co-op advertising

participation by 300%

. Instituted spare parts pricing policy, creating additional regional

revenue stream of $5K/month

. Created a sales trainee/customer service training program with documented

curriculum which was adopted on an enterprise basis

CAMBRIDGE INTERNATIONAL TRADING CORPORATION (CITC) Boston, MA

Manager, International Channels Development

1984 to 1987

CITC: an export trading company that developed networks of international

distribution for U.S. high technology companies and specialized in export

licensing. The Manager of International Channels Development researched,

developed and managed international distributors primarily in Western and

Northern Europe.

. Established European distribution channels for seven key accounts.

Product range consisted of protocol convertors, UNIX fault tolerant and

VM/CMS mini-computers, cryptographic devices, PC software, monitors and

scanners

. Managed export shipping logistics and export licensing procedures on

behalf of client companies

. Orchestrated 1984 CeBit/Germany show participation for six CITC client

companies

. Initiated sales campaign of export licensing services via direct

response marketing program

C. H. DEXTER CORPORATION Windsor Locks, CT

International Customer Service Manager

1979 to 1984

C. H. Dexter: a former Fortune 500 manufacturer of non-wovens (paper)

materials which were sold into food, medical and industrial markets. The

International Customer Service Manager managed the worldwide order process,

acted as in-house liaison for all Canadian and international offices and

directly supported the sales efforts in Latin and South America.

. Achieved superior levels of customer service by acquiring product

expertise across all major industry lines

. Expedited global shipping process which generated faster and more

frequent revenues through the mastery of export licensing, financing,

packaging and traffic procedures

. Supported sales effort to attain consistent quarterly shipment quotas

through in-depth customer knowledge and enhanced customer relationships

. Selected by senior management to participate in the

development/implementation of an enterprise-wide Customer Information

Computer System

Spanish Teacher 1977

to 1979

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EDUCATION and PROFESSIONAL DEVELOPMENT

WESTFIELD STATE COLLEGE Westfield, MA

* B.S. Marketing, 1983 Graduated Magna Cum Laude

* Secondary Education Certification, 1976

* B.A. Modern Foreign Languages, 1974 Graduated Magna Cum Laude

UNIVERSITY of MASSACHUSETTS, Lowell, MA, 1995 - 1997

* Continuing studies: Advanced Spanish Grammar, Spanish History &

Culture, Intro to Japanese

and Introduction to the Internet

* Seminars: Sales and Sales Management, Assertiveness

Training for Managers, Cross-Cultural

Training, Entrepreneurship

LANGUAGE SKILLS

. Spanish, French and Danish - knowledge of Japanese & Portuguese

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