Operations Manager / Customer Support

ANDY J. MURPHY

732-***-**** Stockholm, NJ *********@****.*** linkedin.com/in/andyjmurphy

Professional Summary

Dynamic and results-driven Customer Success Manager with extensive experience in leading high-performance support teams across various industries. Proven ability to collaborate effectively with multifunctional teams to address complex business challenges, enhance operational efficiency, and exceed client expectations. Committed to fostering a positive work environment while driving continuous improvement and innovation. Professional Experience

DISASTER PROPERTY INSPECTOR - Contractor Vanguard Inspection Services – Winchester, VA 2024 - Present

Strategic FEMA partner

• Perform thorough inspections of residential properties and homes affected by disasters, including new construction, to assess the extent of damage and generate detailed reporting to FEMA.

• Advise on appropriate methods and materials to remedy property damage, while ensuring all repairs align with local ordinances and construction codes.

• Recommend governmental assistance programs to support homeowners in recovery efforts.

• Working successfully with other support groups and cross functional teams to accomplish goals.

• Work effectively with diverse teams, collaborating across functional areas to achieve project goals and deadlines.

• Continuously work with team members and customers to identify and implement improvements in operations and processes, ensuring efficient and effective solutions to challenges. FIELD OPERATIONS MANAGER Acuative Corporation – Strongsville, OH 2022 – 2024

Global provider of hardware support and data center management

• Ensured exceptional customer success by managing high-touch accounts, including Cisco, Verizon, T-Mobile, Light-Path, and Comcast, delivering 24/7 support for data centers and business operations.

• Acted as a primary liaison between clients and internal teams, ensuring clear communication and timely resolution of any operational issues impacting customer satisfaction.

• Led initiatives to optimize client support, including evaluating training needs and implementing strategies to improve field support efficiency, resulting in enhanced customer service delivery.

• Managed service performance metrics (KPIs), ensuring that client expectations were consistently met and exceeded, leading to improved customer satisfaction and retention.

• Oversaw fleet management for service teams, ensuring that equipment and vehicles were well-maintained to avoid disruptions in service delivery.

• Conducted regular site audits and inspections, ensuring all service standards were met and continuously seeking ways to improve the customer experience.

• Collaborated with internal teams and clients to resolve complex issues, ensuring that client needs were prioritized and addressed promptly.

SUPPORT MANAGR Playtech Live – Atlantic City, NJ 2021 – 2022

Global online casino and sports betting organization

• Focused on customer success by overseeing operations for live gaming and sports betting studios, ensuring seamless service delivery across multiple U.S. regions.

• Worked directly with clients to ensure alignment between business strategies and customer expectations, ensuring the highest level of service and satisfaction.

• Led efforts to ensure studio uptime and post-launch performance, addressing any issues swiftly to minimize disruptions and maintain a high level of customer satisfaction.

• Collaborated with internal teams and external contractors to ensure that service delivery aligned with client expectations, improving overall customer experiences across markets.

• Acted as a point of contact for customer feedback and worked cross-functionally to implement improvements that addressed client needs and expectations.

FIELD SUPPORT MANAGER AGS – Las Vegas, NV

2019 – 2021

Global gaming company specializing in award-winning slot machines, tables, shufflers and games

• Managed field operations and customer success initiatives across a multi-state region, ensuring the timely installation, service, and support of gaming equipment.

• Developed and implemented customer service strategies that prioritized customer needs and service excellence, improving customer retention and satisfaction.

• Worked directly with clients to ensure that installation and maintenance schedules were met, addressing any issues or delays promptly to enhance the customer experience.

• Led efforts to resolve customer issues quickly, ensuring client concerns were handled efficiently and professionally.

• Collaborated with internal teams and clients to develop tailored solutions that met specific customer requirements, driving overall success and satisfaction.

OPERATIONS MANAGER Aquafence – Clifton, NJ

2013 – 2019

International company specializing in innovative flood resiliency design

• Managed customer success by overseeing all phases of product deployment, from sales and project management to final installation, ensuring customer satisfaction at every stage.

• Collaborated closely with clients to understand their needs and ensure that services were delivered on time, within budget, and to the highest quality standards.

• Implemented customer feedback mechanisms to ensure that client concerns were addressed quickly and effectively, continuously improving the service experience.

• Negotiated product pricing and bids to ensure value for customers, resulting in enhanced customer satisfaction and long-term partnerships.

• Worked directly with customers to resolve any logistical challenges or issues with product deployment, maintaining high levels of customer trust and loyalty.

Education

CPI - Paramus, NJ

Technical – Computer Engineering

US Army – Fort Sill, OK

Special Credentials

US - Homeland Security Badged

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