Christina Murphy

201-***-**** Montclair, NJ LinkedIn

ad2e8w@r.postjobfree.com

PROFESSIONAL ACCOMPLISHMENTS

With a proven track record of delivering exceptional results, I’m a highly accomplished customer experience professional with over four years of dedicated expertise. I excel at implementing innovative strategies for impactful onboarding programs and exceptional customer service that consistently surpass key performance indicators and meet SLA standards, ensuring outstanding customer experiences. RELEVANT EXPERIENCE

Customer Support Coordinator, Ellevate Network February 2022 - August 2023 Position ended due to company-wide downsizing

• Continued serving as primary point of contact and advocate for all customers, utilizing Freshdesk, diligently fulfilling their requirements and resolving concerns, consistently adhering to SLA standards

• Managed all weekly email newsletters using Sendgrid for a growing B2B customer base exceeding 100k+, fostering engagement and retention strategies

• Leveraged a comprehensive understanding of customer insights to craft impactful B2B email campaigns, driving conversion and retention rates

• Collaborated seamlessly with cross-functional teams to host regular onboarding information sessions to proactively train new customers, fostering immediate engagement

• Orchestrated end-to-end execution of live webinars, co-hosting and skillfully managing live-chat interactions to ensure a smooth and informative customer experience

• Enhanced proficiency in HTML by effectively applying it to create visually appealing plain-text style emails

• Meticulously maintained and organized an editorial calendar, ensuring the timely completion of B2B campaign timelines while aligning with strategic objectives Customer Support Associate, Ellevate Network Sept. 2019 - February 2022

• Served as primary point of contact and advocate for all customers, including B2B, utilizing Freshdesk, diligently fulfilling their requirements and resolving concerns, consistently adhering to SLA standards

• Conducted regular onboarding information sessions for new customers, delivering comprehensive presentations and providing proactive training to facilitate immediate engagement

• Managed relationships with multiple C-Level Executives and B2B clients, resulting in a 95% customer satisfaction rate

• Measured registration and attendance metrics for multiple series of online events

• Planned, scheduled, and published online events for registration KPI’s

• Partnered with design and engineering teams on key projects to meet deadlines for platform enhancements Senior Customer Experience Shift Manager, Jet black June 2018 - Sept. 2019

• Managed a dynamic team of 6-12 associates dedicated to enhancing customer experiences

• Offered exclusive high-touch concierge service to clients for quality customer journey through entire sales funnel

• Regularly surveyed customer base to select and maintain client relationships, resulting in a 20% increase in client referrals

• Implemented quality assurance for live-chat conversations between associates and clients to ensure consistent brand messaging and tone

EDUCATION & CERTIFICATIONS

B.A. in Communications and Media, Ramapo College of New Jersey May 2017 Customer Success Management Fundamentals, LinkedIn April 2021 Growth Marketing, Reforge August 2022

Marketing Strategy, Reforge April 2023

Contact this candidate