Daniel Murphy Email & Phone Number

Ireland

• Created high-value shipment (multi-million euros) requests within advanced tracking software,showcasing technical Proficiency and precise data entry.• Safeguarded high-value shipments for global logistics companies, including renowned brands like Sony and Dell, as part of a collaborative team effort across departments• Conducted thorough investigations into generated alerts, assessing the nature and severity of the situation to determine the need for further action.• Led risk assessments, mitigated threats, and prevented theft at live events.• Collaborated with teams in different departments, functioning as a cohesive unit to ensure comprehensive security measures and effective risk mitigation.• Acted as 'Tech Support,' assisting colleagues in different departments with issues related to the company's technical appliance and helping carriers resolve issues with their devices on an average of40 monthly instances.• Supervised a team of eight people to apply quality response control procedures to ensure precise and effective handling of alerts, maintaining the highest standards of security protocols.• Proficiently managed intense situations, occasionally initiating emergency responses for high-risk shipments that warranted police involvement for a thorough inspection.

Ireland

Quality Assurance Specialist with expertise in monitoring and maintaining call quality standards within a team of Customer Service Representatives (CSRs).• Oversaw a team of 30 people responsible for signing individuals up for COVID-19 vaccines and providing accurate information about vaccines and the virus.• Played a crucial role in maintaining high levels of customer satisfaction by ensuring CSRs offered accurate and reliable information to the public during the pandemic.• Ensured adherence to correct procedures and accurate information dissemination through consistent monitoring and evaluation of CSR calls.• Conducted agent evaluations, graded them based on established metrics, and provided constructive feedback to enhance their skills on a weekly basis.• Utilised a range of metrics to assess call quality, identifying areas of improvement and pinpointing gaps in knowledge or performance. Successfully used data collection to improve the standard of the HSELive line during the vaccination programme.• Ensured all information was appropriately stored, filed and managed using Salesforce and Excel.• Collaborated with cross-functional teams to design and deliver targeted training programs, addressing identified knowledge gaps and performance issues.• Managed and resolved tickets resulting from CSR errors by conducting thorough investigations,identifying root causes, and implementing effective solutions to resolve issues with an average of 12 tickets per hour.

Dublin, County Dublin, Ireland

• Provided relevant information and advice to customers through phone, web chat, and email.• Used product information to troubleshoot and solve customer problems while keeping them informedabout future actions to take if the problem recurred.• Kept up-to-date on all product offers and promotions available for customers.• Adhered strictly to data protection and confidentiality laws.• Managed a database through accurate and efficient data entry.• Performed ad hoc duties as required.• Identified hardware and software solutions.• Troubleshoot technical issues, diagnose faults, and resolve network problems.• Installed and configured hardware and software.• Conducted in-depth customer interviews to quickly identify and address their technical issues.• Thrived in a fast-paced environment, consistently improvising and solving problems to ensure customer satisfaction.