Brian Murphy Email & Phone Number

Dublin, County Dublin, Ireland

Ireland

Relaunched LearnUpon's internal LMS, involving a cleaning up 5 years of data and completely overhauling the user structures in the LMS. Worked with creative in developing a new brand identity for the platform.Day to day Admin of LearnUpon LMS.Led Linkedin Learning implementation and assisted with Gong implementation.Designed end to end new hire product training programs with certifications for Sales and Business Development teams. Programs involved a learning blend of eLearning, assignments and interactive live sessions.Acted as sales enablement function; designed demo flows for new features, improved existing demo flows, provided call coaching on solution presentations.Integrated LearnUpon's LMS with Salesforce CRM, designed Onboarding and Enablement dashboards to leverage the integration.Created over 50 e-learning courses across various programs to the LMS, acted as eLearning editor for SME course creation.Ran new hire induction sessions.Established & ran L&D ticket desk for tracking and managing L&D requests.Led Customer Zero program, integrating the LMS with available tools in house, participating in product research & design, liaising with prospects and customers on best practices. Product expert for internal product queries.Launched new skills based training program using Linkedin Learning courses with over 100 courses.Designed new knowledge management program for product features.Designed new asynchronous training programs in the Business Development and Sales organisations and Negotiation program for CX organisation.

County Dublin, Ireland

Additional responsibilites undertaken as first product trainer in LearnUpon.Built first ever comprehensive internal product training program leveraging LearnUpon's own LMS.Provided first ever company wide training webinars on Zoom.Designed new feature enablement materials for GTM teams.Product expertise to assist with product research and design.Supported GTM teams with unique product workflows for customers & prospects.

Dublin

- Partner closely with SMB, SME & Enterprise customers to Identify and document customers’ unique business goals, use cases, and workflows for using their LMS to help inform the on-boarding process and to ensure long term success with LearnUpon.- Serve as the primary contact and advocate for customers, building strong relationships with all customer stakeholders from support staff to executives.- Supporting customers with any challenges and issues they face.- Liaising with Support and Product teams when needed to ensure that customers’ requirements are communicated correctly and that customers receive appropriate troubleshooting and feature development information.- Working on team-based projects aimed at delivering constant improvement to the Customer Success team and directly impacting the company’s bottom line.

Ballsbridge, Dublin 4

Designing new welcome call procedure in line with company policy to enhance customer and agent experience.Redesign customer communication processes, media and templates to enhance clarity and customer experience.Project coordinator in redesign of internal CMS system to improve usability for agents and improve user productivity.Reviewing consumer and business registrations, fulfilling all KYC/KYB and CDD requirements.Identifying fraudulent/doctored documents, reporting said documents to MLRO.Performing pre & post activation welcome calls for business customers, to clarify business needs as well as offer advice based off unparalleled product/banking framework knowledge to encourage account usage.Participating in user testing and workshops for Tech, Product & Design teams for new features and functionalities.All customer interaction noted on Salesforce.

Ballsbridge, Dublin 4

Responding to customer queries via telephone, email, or social media ensuring an extremely high level of service.Supporting and working closely with other Operations teams (Payments, Client on-boarding, AML & Compliance) to ensure a seamless and helpful response to any client queries.Reviewing and updating internal CRM (Salesforce) systems to ensure all client correspondence is logged, and the database is current and accurate at all times.Demonstrating a clear and detailed understanding of the currency exchange web platform as well as international banking framework and the ability to effectively communicate that to clients.Identifying and escalating relevant issues to Client Service Manager/relevant Tech teams on a timely basis.Redesign customer communication processes, media and templates to enhance clarity and customer experience.Help onboard new team members.Assist in the reporting of key metrics in relation to the client services function.Constantly work to client satisfaction scores on products and services as evidenced by client surveys.Partake in user testing for new developments with Product/Tech teams, identifying bugs and possible improvements.

Dublin 24

Was a member of the CoE Logistics team, focused on Sales and Distribution.Delivering onsite and remote services, performing root cause analysis, providing solutions, and delivering services for the SAP SD module.Acting as deescalation architect, monitoring and ensuring resolution of high priority issues, on customer and SAP side.Participating in weekend or late shift support activities as required.

Co. Kilkenny, Ireland

Was a member of the SAP Application Support team with a focus on SCM issues.Monitoring and resolving support tickets within SLA: liaising with project teams, key-users and programmers to get full comprehension of issues and impacts and obtain best resolution time. Liaising with other IT staff to resolve user issues.Out of hours support on rotation: addressing business critical issues 24/7.Documenting new and recurrent issues, ensuring processes are known to and followed by users. Guiding customers through new processes in person/by phone/screen connect if required.Fulfilled team lead responsibilities for 4 months with regard being first point of contact with various business units for support issues as required. Liaise with various business unit contacts on bi-weekly basis to provide updates on their issues and discuss any other relevant matters.

Clanwilliam Square, Dublin 2 & Santry, Dublin 9

8 month placement in the Revenue Control section of ESB Electric Ireland, Ireland’s largest electricity provider. Analyzing and processing high volume and high value electronic fund transfer (EFT) payments using the SAP ERP system. Linking incomplete or incorrect remittances to their correct corporate/domestic accounts.Delivering excellent customer service to ESB customers regarding payment queries via phone and email.Liaising with other revenue control teams in the overall ESB organization as part of the assimilation under the Electric Ireland name.

Longford, Ireland

Spent nearly three years working in a very diverse and regularly changing workforce. Worked mostly in homewares and clothing departments, specializing in customer service, direct and indirect sales, product knowledge and promotion and stock organisation.

Bachelor Of Science (B.Sc.), Business Information Systems, Second Class Honour, Grade 1.0

Activities and Societies: FilmSoc, ALIVE Volunteering The program examines, from a business perspective, the use and management.

Certificate, Qqi Training Needs Identification & Design, Merit

Leaving Certificate