Kelly Murray

*** ***** ******** ****

Round Lake, Illinois 60073

224-***-****

adisj4@r.postjobfree.com

www.linkedin.com/in/kellymurray2663

Summary

A highly accomplished and results-oriented customer services manager with an extensive record of experience in continuous process improvement, KPI management, global team direction, strategic and action planning, change management, Lean and Six Sigma, performance management, hiring and onboarding, and employee training. Leverages excellent leadership and communication skills to coach, develop, train, and motivate strong productive teams. An adaptable problem solver who guides teams through challenging times of change and leads cross-functional continuous improvement projects that improve service levels and increase customer satisfaction.

Experience

LIQUID CONTROLS (an IDEX Company), Lake Bluff, Illinois

Customer Support Manager, 2019-2020

Oversaw inside sales support team, with responsibility for growing, coaching, and motivating team. Ensured all KPIs were met. Worked cross-functionally with other streams, such as sales, procurement, operations, and logistics, to meet critical needs of customers.

Led creation of Standard Operating Procedures in an effort to ensure that ISO 2001 standards were met to ensure passing of audit.

Worked closely with individual team members to address behavioral issues, resulting in improved performance.

SIEMENS CORPORATION, Elgin, Illinois

Manager, Customer Services, North America, 2016-2019

Led, grew, and developed three teams of project managers, including Wind Energy, Industrial Applications, and After-Market Services. Built strong, productive, and collaborative teams. Oversaw customer deliverables, team KPIs, and overall strategy of department. Managed interdepartmental cross-training in an effort to level load workflow. Led continuous improvement projects. Served as liaison between customer and sales representatives. Served as owner of cost center with responsibility for profitable orders.

Led team through a project to eliminate waste by creating a paperless process.

Led team through an ERP conversion making changes seamless to the customer.

ARVATO DIGITAL SERVICES, Pleasant Prairie, Wisconsin

Client Services Manager, North America, 2015-2016

Served as central point of communication for company’s highest profile customer. Ensured accurate and timely flow of information between client and internal team. Oversaw flawless project management, strategy, and research and served as owner of budget and overall profitability of client. Ensured all milestones were met and partnered with client directors on all key relationships.

Achieved and maintained client satisfaction by ensuring delivery of projects on scope, on time, and on budget.

Ensured outstanding performance of all account representatives by improving processes and eliminating waste.

Regional Customer Service Manager, North America, 2014-2015

Led and developed five customer service teams throughout North America, directly and indirectly supervising management staff. Merged all teams onto same CRM and ERP systems. Drove synergy, growth, and continuous improvement by interfacing with fellow team members of North American leadership team.

Spearheaded project teams to accommodate change resulting from restructuring and reorganizations, implementing customer changes as seamlessly as possible.

Piloted cross-functional teams by obtaining input before rolling out and implementing new process changes.

Identified team change agents by utilizing change management skills.

AKZONOBEL AEROSPACE COATINGS, Waukegan, Illinois

Customer Service Manager, 2014

Directed team of 12 customer service representatives, mitigating negative organizational impact by leading through SAP global conversion. Analyzed individual team member strengths and weaknesses by formulating personalized employee development plans. Cultivated culture of continuous improvement by analyzing metrics results and designing guidelines to track progress.

Developed strong processes by eliminating waste and properly training all team members.

Delivered essential information to customers by initiating communication modalities with operations.

Reduced errors and expanded customer service levels by improving processes to become more robust and efficient.

HONEYWELL ANALYTICS, Lincolnshire, Illinois

Customer Service Supervisor, 2008-2013

Managed performance of 15 representatives. Coached team members individually to improve performance. Screened, interviewed, and hired all new employees after each company acquisition. Shortened onboarding ramp-up time and boosted efficiency and productivity by creating training program for new representatives.

Personalized employee development plans and increased productivity by targeting areas for improvement and completing mid- and end-of-year team performance reviews.

Streamlined processes and ended waste by completing Lean Manufacturing Expert training.

Eliminated hard copy purchase orders and approvals, shipping confirmations, and invoices by managing “go paperless” project.

Generated additional revenue and lessened paper waste and labor expenditures by implementing new software and related processes.

Additional Experience

Lead Customer Service Representative, 2006-2008. Managed workflow for three interdepartmental teams, serving as team mentor. Specialized in problem resolution and process improvement as liaison to sister companies and Lincolnshire site. Acted as point of contact for ISO 9000 audit. Trained in Six Sigma tools and shared knowledge with team members.

NIELSEN ENTERPRISES, INC., Lake Villa, Illinois, License and Title Agent

SOLUTIONS FOR SYSTEMS, INC., Northbrook, Illinois, Vice President/Owner

Computer Skills

Microsoft Office Suite, SAP, Microsoft Dynamics, Salesforce.Com, Siebel

Professional Development

Six Sigma Lean Expert Training

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