Experience — Chris Murphy

Resume created on DoYouBuzz

Experiences

Assisted with management of Customer Service active call times and queue monitoring, including maintaining needed service levels.
Trained new incoming staff, providing materials and resources to succeed and take calls as quickly as possible.
Reviewed call records/survey returns for support team members, keeping updated notes and coaching on improvements.
Identified training gaps and created additional documentation for workflows, how to use internal tools and best practices.
Managing and coordinating expedited re delivery of product

Kept in touch with clients to offer additional assistance, CSR surveys and make sure any missing orders where resolved before deadlines.
Processing customer reported claims of damaged or shorted product.
Helped with processing/filing/organization of client-reported driver/team member complaints.
Managing region wide Restaurant Openings and closures (Introduction calls, setting up initial orders, adding client to our CRM systems.)
Managing and reporting all non ship items within Excel and Outlook to internal and external customers
Managing, editing and maintaining open customer orders to ensure delivery.

Convergys Global Services - NIKE

November 2014 to February 2017

Full-time

Portland

United States - Oregon

Specialized team tasked with handling calls from outside of the US (Canada Support)
Assisted with Corporate customers for assistance, device questions and processing returns.
Took over escalations for advanced technical issues with NIKE products, apps and customer pain points.
Processed and handled returned item claims, making decisions for customers based on product availability for replacement, and warranty verification.
Handled all job tasks described below for previous level of support-

Convergys Global Services - NIKE

November 2014 to January 2017

Full-time

Portland

United States - Oregon

Provide support for Nike wearable technology (such as Fuelband or GPS Sport watch)
Troubleshoot consumer-facing bugs with mobile applications (iOS/Android) and locating emerging issues to report to client directly.
Troubleshoot software issues with physical devices.
Assist customers training and familiarizing them with use any of Nike wearable tech and other affiliate devices.
Follow consumer security procedures concerning Personally Identifiable Information
Addressing all consumer concerns about current future products
Assisted with processing returns for damaged devices under warranty

Chris Murphy