Jerald (Jerri) Murff

*** **** ***. *.*. Unit J *

PUYALLUP, WA 98372

972-***-****

ac0zcl@r.postjobfree.com or ac0zcl@r.postjobfree.com

PROJECT COORDINATOR / CLIENT SERVICES / OPERATIONS SUPPORT MANAGER Accomplished hands on Project and Client Services Manager with over 25 years of experience. Proven expertise in leading the strategic development and implementation of large scale customer initiatives. Extensive experience coordinating cross functional teams to build consensus and support customer business strategies in various management related positions. Served as Client Services, Account Manager for assigned portfolio of Fortune 1000 cash management customers

• Proven success in project management, event planning, implementation and execution

• Managed Day and Night Banking Call Center - ACD call center environment.

• Managed Retail Lockbox Operations (Payment Processing Applications)

• Demonstrated leadership and collaborative capabilities

• Adaptable and able to adjust easily to shifts in priorities

• Organized and detail oriented with proven problem resolution skills.

• Proven service excellence and the ability to foster exceptional customer relations

• Proficient in Microsoft Office applications

• Strong analytical skills and resource management

• Outstanding work ethic and excellent work history

• Highly motivated and self-directed

PROFESSIONAL EXPERIENCE

Securitas, Seattle, WA (Formerly Diebold, Inc.) August 2013 - May 2017 National Account Performance Coordinator

Serve as National Account Performance Coordinator for SES (Securitas Electronic Security), formerly Diebold Electronic Services, a division of Diebold, Inc. Responsible for providing superb customer service, administrative and technical support for large national bank’s electronic security initiatives, including installations, sales, and services. Work diligently with the bank’s Protective Service Managers and Banking Center Managers to facilitate and drive their Small Installation Order Deck (SIOD) and BAU requests to successful completion within the established (SLAs) Service Level Agreements. Continuous coordination with cross functional teams to successfully implement and support our customers’ large scale initiatives.

• Fulfill customer requirements through the coordination of multiple BOA National Projects across all time zones and cross-functional groups

• Serves as key liaison for all BOA site closures, consolidations, decommissions and divestitures, effectively managing project challenges, escalations and final execution

• Work closely with internal and external support teams to ensure critical milestones are met and project completed successfully, i.e. on time and within budget

• Deployed data analysis and process mapping protocol to formulate best practices and ensure process improvements

• Create, maintain, and distribute project schedules, scope of works and other deliverables

• Interface daily with Project Teams, Resource Schedulers and Service Technician to keep project on track. Conduct training and readiness calls when needed

• Extract and compile customer billing information for invoicing, reviewing technicians’ work order closures for accuracy and proper Time & Materials reporting 2

Diebold, Coppell, TX February 2012 - July 2013

Project Coordinator /Client Services - Implementation Order Specialist Focus driven Order Specialist/Implementation Coordinator, managing and coordinating the installation of various Diebold manufactured equipment, ATMs, Vaults, VAT Systems etc.

• Coordinated and managed delivery and installation of Diebold products and services on a national level across all time zones

• Worked closely with all levels of management, team members, and contractors to facilitate success of Diebold engagements, customer satisfaction and retention

• Actively contributed to project planning stages, client’s need assessment review, and product roll-out and schedule

• Served as focal point for project problem resolution and escalation.

• Coordinated and managed multiple projects, with varying priorities and deadlines, driving each project to successful completion, on time and within budget. Diebold, Seattle, WA August 2006 - January 2012

Call Management Coordinator

Proactive Service Dispatch and Area Navigator for the Western Region Field Technicians. Responsible for effectively managing and driving call volume to completion within the established Service Level Agreements.

• Provided dispatching and scheduling support to Customer Service Delivery Team, Field Associates, and Business Teams in order to ensure Service Level Agreements were being met.

• Ensured service calls were scheduled in an efficient, timely, and logical manner in order to drive response times and meet established SLAs and avoid customer escalations

• Utilized Call Management Scheduling System to ensure maximum productivity

• Worked with team leads and management to optimize call handling and workforce utilization.

• Monitored team’s territory performance, reporting any deficiencies and/or recommendations for improvement. Utilized team/geography knowledge to provide feedback to Business Team to improve resource efficiencies

• Documented customer feedback regarding field related performance issues and disseminated to Business Team

Trinity/ PRIMEDIA Workplace Learning, Carrollton, TX July 1996 - December 2005 Live Events Operations Manager

Managed live broadcast events for innovative content delivery and training company, specializing in professional accreditation and continuous job training via a distance learning platform. Provided turn-key solution for professionals to obtain re-accreditation and training via a virtual environment and suite of electronic classrooms.

• Provided functional support, operational logistics, event planning and management for all live satellite network events

• Coordinated, executed, and managed all ad hoc venues and additional services required for a live or special broadcast

• Hired and managed vendors to perform appropriate work required for events

• Critiqued broadcast situations and proactively established and planned contingencies.

• Interacted with facilitators, property management, caterers, and other vendors regularly to reiterate performance standards and expectation to ensure a quality event and exceptional experience for the client and their attendees

• Negotiated effectively and utilized professionalism and diplomacy in supervising and coordinating all activities for each live event

3

EDUCATION

GPA: 3.8 / magna cum laude

The University of Alaska, Anchorage, AK

PROFESSIONAL DEVELOPMENT

Project Management Training

Time Management Seminar

High Performance Workplace Workshop

Diversity in the Workplace Workshop

Business Ethics

Sexual Harassment and Discrimination Awareness Training TECHNICAL SKILLS

Windows XP, MS Word, MS Excel, MS PowerPoint, MS Project, MS Outlook & Communicator Acrobat, Access, and Visio

Solomon, SAP Accounting System, and AS / 400

Salesforce

Concur Expense Reporting System

Click Scheduler – Navigational Scheduling Software Escalation Tracking System (Info Path)

IMAP Ordering Entry System

Attachmate –Session (CICS, FACTS, ETC)

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