Alex Daniel Murphy Email & Phone Number

Baltimore, Md, Us

Severna Park, Maryland

Represented CTM at Customer Contact Week (CCW) in Nashville, TN - January 28-31, 2020Guest Speaker for 2020 CTM Virtual Summit. Presented most used CTM features / how to troubleshoot featuresPresenter of the Apple Tricks & Tips slideshow to new CTM hiresConsistently addressing advanced technical concerns with CTM products and services. Frequently providing mentorship and guidance to Frontline engineers and new CTM employees.Routinely receiving escalations of tickets, chats, and calls from Frontline team members.Actively working with Premium Support, Goldstar, and other high-visibility customers to ensure any technical issues are being addressed within established Service Level Agreements (SLA) or Organization Level Agreements (OLA). Partner with Account Owners [Account Executives (AE), Customer Success Managers (CSM)] and other CTM team members to enhance the customer experience.Manage and maintain a follow up cycle of no more than two business days on open and pending issues.Establishing and maintaining a Customer Satisfaction (CSAT) rating of 95%.Listen to feedback from customers and be a voice representing their desires and concerns to the rest of the team. Own the resolution of issues, even if I need the help of others on the team.Responsible for performing the duties of Frontline engineers when staffing needs dictate.When necessary receive live general support inquiries via telephone and chat.When necessary, receive general support inquiries via Zendesk ticket and respond to customers within one hour. Maintain a follow up cycle of no more than two business days with the customer until the issue is resolved.Manage escalation of tickets to development and maintain contact about the issues as to keep the customer in the loop.Assist in escalating issues to developer queue that are bugs or require the attention of an engineer.

Annapolis, Maryland

Annapolis, Maryland

As an Apple Specialist, I transform the Apple Store visitors into long lasting loyal Apple customers. I help create energy and excitement around the Apple products by giving meaningful solutions to anything questions or concerns that may arise when dealing with customers. It is important that I am able to be agile when it comes to learning new products and features as well as being able to deliver a great customer experience in any situation whether positive or negative. Apple has showed me the inner workings of a fortune 500 company and has taught me how to better my communication, team-based skills and give feedback when necessary. During my two year employment at Apple, I have seen different business processes, whether its selling a product, stocking a product, taking initiative, or making crucial decisions when racing against the clock.

New York City, New York

At Walton Isaacson, I was able to use my knowledge from school and previous jobs to manage projects that needed to be done. I worked as an assistant for Dana Offenbach, a movie producer and Founder of CinemaStreet Pictures, LLC from New York on projects ranging from; calculating budgets, and making sure each event went according to plan. During this internship, I learned professional mannerisms as well as what it takes to work in a group with people I am unfamiliar with. At Walton Isaacson, I was able to familiarize myself with business processes, from creating a schedule for filming days, budgeting, buying the necessities in order to shoot, and seeing that each day goes according to plan.

New Delhi Area, India

By being able to understand the professional world, I was assigned to the U.S. Consulate section where I was able to use different databases. All of the databases used were on the government intranet and could be accessed when needed. By using these databases, I could then make correlations to those people who were attempting to obtain a Visa for university, and others who were getting Visas for school and actually working illegally. I was blessed to be able to sit in a Visa Approval Interview with a U.S Officer and Indian citizens. This is where I learned total focus within the job. The officer was the final line between these people traveling to America. The U.S. Officer motivated me to learn all aspects of my job to always be one step ahead of the curve. During this internship, my mentor allowed me to experience other offices such as the General Support Service Office (GSO) where I took pictures of different locations and compiled them to make virtual tours of each place. I was able to familiarize myself with programs such as Final Cut Pro and iMovie.

Caracas, Venezuela

My first job was a learning curve for me because I was young, and ready to emerge myself into a professional setting where I was unfamiliar. I was able to work in the Information Technology Management Office (ITMO) where I was working under the IT manager, Steve Abrams on various projects. Here is where I learned how to override a computer using remote access in the form of Intranet. In this office, Mr. Abrams showed me different statistics of which departments were using the most out of their computers and Internet, and the reason for that. When employees were having password issues, they would call my desk and I was able to reset or walk them through the process of resetting that password.

Business Technology Administration, Senior

Activities and Societies: UMBC Mens Club Soccer

Transfers Studies, Management Information Systems And Services