Having sixteen years in Customer Service, I am looking to break into the world of user experience, particularly in research. Being exceptionally well versed in communication, flexibility, and showing initiative, my passion lies in using reflective judgement and thinking through in order to give those a higher level of experience through a service or product.I am familiar with various problems that a person can experience such as trying to find a certain product or a location around the area. When customers were unsure where to get an item, not only did I tell them but I also provided signs pointing them where to go just in case I was unable to interact with them. Because of this, I improved our customer satisfaction by 15%. When people have a question or concern, due to my curiosity and being able communicate simply, I can find the answer quickly or come to a decision such as enforcing policy and explaining the acceptable payment needed.My leadership is focusing on making sure my teammates stay on task such as reminding them about current tasks, excelling at time management. It also includes making sure the team knows what the goals are and who we are working for, understanding how much knowledge they have in the area by prioritizing communication by any means such as email and Zoom/Google Meet at least once every two weeks. Being a leader also means needing to reign in ideas and reminding the team what we need over what sounds fun.Insightful analysis is important no matter where I go, especially in customer support and keeping up customer satisfaction. When a customer mentions a problem such as not knowing about information about payment, I look to see if there is something physical that explains it or make it, mainly in the form of a sign. This also includes writing focused on the audience and to make sure they can understand it.Skills:User ResearchHeuristic AnalysisInterviewing/SurveyingSynthesizingUsability Testing: Tree Testing, A/B TestingCard SortingHeat MapsEmpathy MapsPersona MakingI am looking for positions involving User Research and User Experience Writing and if you are interested, you can connect with me here on LinkedIn or my email, erin.cr.murphy@gmail.com.
