Customer Service Quality Control

Richard Murphy

Email: *********@********.***

Address: **** **** ***

City: San Francisco

State: CA

Zip: 94116

Country: USA

Phone: 415-***-****

Skill Level: Experienced

Salary Range: $45,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Richard Murphy

2175-35th Avenue, San Francisco, CA 94116 415-***-**** Email=*********@********.***

SUMMARY

Operations Specialist with over 20 years of experience in a corporate environment. Special areas of expertise include customer service, account maintenance, auditing, employee selection and training, and procedural manual development. I am dependable, a team player and good communicator.

As a highly motivated and self-directed employee, I always take advantage of training opportunities offered to me. I have taken a leadership role on my teams and maintained high service standards. My flexibility and desire in helping other teams as needed contribute to departmental operating efficiency. My openness and honesty have always been appreciated by my colleagues. I have consistently received excellent ratings on my work performance. Pride and dedication are my main motivators.

EXPERIENCE / ACCOMPLISHMENTS

AT&T 2003-present

Credit Analyst

* Credit analyst making credit decisions for business relationship customers; assist field sales representatives with operations support in order to provide stellar customer service to the end customer.

* Processing receivables, and related record keeping.

* Worked to create operational efficiencies, and an improved customer experience.

* Lead LCS (Local Steering Committee, a go-between employees and managers) in team-building and philanthropic activities.

* Recipient of 12 Above & Beyond awards, along with 2 Directors Club awards

for excellence.

Charles Schwab & Co., Retirement Services, SF, CA 1990 - 2002

SENIOR OPERATIONS SPECIALIST

* Worked closely with team members in high volume, high-pressure environment, giving great attention to detail, in order to provide superior customer service.

* Performed IRA accounts maintenance functions, including adjustments, disbursements, data quality control, and estate issues.

* Maintained excellent working relationships with many units of the firm, especially Financial Advisors, Customer Service Centers, and retail branch offices.

* Performed time critical functions through timely responses to e-mails and phone requests.

* Worked with auditing functions; developed procedures to improve customer service; interviewed and trained new employees. Volunteered for overtime work during seasonal peaks and high volumes.

* Shared operations knowledge and worked with team members to improve functional efficiencies; contributed toward the growth and enhancement of customer service.

* Work with WORD, EXCEL and LOTUS on various department improvement projects.

* Received numerous awards, including Excellence in Service (1999), Employee of the Quarter, 3 -Lifesaver- awards, STRIVE Award winner (2000), Behind the Scenes Award.

Pacific Bell, SF, CA 1988-1989

PAYROLL CLERK

* Processed attorney billing and timesheets in a timely manner.

* Performed corporate filing and faxing functions.

* Provided documentation on attorney and paralegal overtime work activities.

EDUCATION

* Saint Ignatius College Preparatory School

* Control Data Institute, computer operations workshop

References available on request

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