Brian Murphy Email & Phone Number

Responsible for facilitating the audience development, email capture, audience engagement, and sales goals of InvestorPlace.com

Rockville, Md

Manage two supervisors and oversee a department of 12 representatives. Act as the liaison with rest of company to ensure both the department and rest of company are aware of one another's performance. Responsible for telephony system, CRM and reporting.

Rockville, Md

Launched department after bringing Customer Service in house. Hired, trained, and managed staff of 10 agents. Implemented telephony system and configured reporting. Created and implemented training program for department.

Linthicum Heights, Md

Manage staff of 114 representatives, coordinate with liaisons of 3 partner credit unions

Linthicum Heights, Md

Manage staff of 24 representatives and 1 team lead, quality monitoring, coordinate with different departments within the company to ensure cohesiveness.

Linthicum Heights, Md

Serves as a day to day resource for new hires and other Contact Center staff requiring guidance, assistance and/or training.Monitors calls and provides coaching and feedback as necessary to ensure contact center’s quality standards are exceeded.Maintains a high quality work environment and motivates staff to perform at their highest level.Creates and reinforces a service culture.Exceptional organizational skills and the ability to prioritize departmental functions in order to meet due dates and deadlinesPrepares reports for all levels of management, as required.Facilitates calibration sessions with Contact Center Management to ensure complete, accurate, and consistent delivery of the Quality Standards and corporate goals.

Received and processed calls from commercial customers, and potential customersActed as end to end contact for service, operational, and billing problems, concerns, and questions, for customersAdapted, and thrived in, numerous changes in policies and proceduresContinuously improved overall ranking in call center Repeatedly lead call center in quality performanceFacilitated training program for multiple representatives, taking over primary responsibility for new hires in November 2012Assisted with additional Market areas on several occasions for benefit of company as a wholeMaintained unofficial leadership role within department to assist leadership team troubleshoot, and resolve, customer complaints

Business Administration And Management, General

Bs, Business Administration

Education record