Erik Murphy Email & Phone Number

United States

Elk Grove, California

• Provided support options, enrollment assistance, and resolution to specific customer issues covered within AppleCare Protection Plan and related agreements, including: APP, ASL, APSS, and Enterprise-level• Processed contract maintenance requests such as DOP updates, coverage/ownership transfers, refunds, and more – utilized CRM software, Sonar tools, fax machines, email, and phone to receive requests from around the world• Conducted research on a case-by-case basis to ensure execution of problem(s) on the first attempt and build customer satisfaction and trust• Track, document, and report any problems within the system that could be detrimental to operational efficiency and customer satisfaction• Build new customer relationships and secure new sales of services

Sacramento, Ca

As one of the co-founders of this organization, I played a key role during the development of initial operating procedures and while delivering hands-on leadership and training to staff. By analyzing the individual requirements and environments of clients, I am able to create highly effective security strategies. My accomplishments include:● Developing new metrics which directly resulted in greater transparency and insights regarding staff progress and any areas of improvement. ● Driving communication by authoring and delivering comprehensive reports to management staff. ● Successfully securing $150K in revenue in two years by ensuring complete alignment between security strategies and client goals.

Sacramento, California

In this role, I ensured the timely completion of installation and testing operations for client video, internet, and telephony services while creating positive, individualized experiences. By identifying new areas of upselling, I also drove revenue and the creation of new opportunities. An example of my accomplishments includes:● Consistently ranking within the top 20% of technicians within the region due to my successes in customer satisfaction and project completion. ● Taking the initiative to monitor client feedback and metrics to locate any areas of improvement. ● Developing effective troubleshooting and support strategies for concerns reported within equipment performance. ● Spearheading the successful closing of new sales for products and services which directly resulted in the increase of the region’s overall revenue by 3%.

Rancho Cordova, California

With Stonewood Insurance Services, Inc., I developed satisfying, timely resolutions to policyholder concerns or questions while creating accurate quotes and completing policy changes. Accomplishments include:● Acquiring the “#1 Customer Service Representative” award due to possessing the highest renewal percentage rate (83%) out of 15 representatives. ● Leveraging my experience and expertise to equip customer service agents with comprehensive training and development.

Elk Grove, California

As an Inbound Customer Service Lead, I capitalized upon my interpersonal and communication skills while resolving billing inquiries and complaints. Through active listening and the use of soft skills, I successfully deescalated stressful situations and worked with the client to find the right solution. Achievements earned in this position include:● Due to my track record of success and client satisfaction metrics, being selected as a peer-to-peer mentor and coach for on the floor customer service training.

Rancho Cordova, California

Throughout the course of my experience with Verizon Wireless, I created positive customer experiences in a fast-paced, high volume call center environment. This included collaborating with cross-functional staff to support the completion of daily operations and long-term goals. Some of my accomplishments include:● Resolving an average of 550 inquiries every week by determining the root causes of issues and developing effective strategies for solving them. ● Establishing myself as a highly talented individual who successfully met all performance benchmarks. ● Being recognized as the lead individual for customer de-escalation and staff customer service training.