Eva Murphy Email & Phone Number

Northbrook, Illinois, United States

Glenview, Illinois, United States

Glenview, Il

* Assign resources to projects based on certification, geography, and availability* Monitor & manage resource capacity* Provide monthly reporting on capacity needs based on sales pipeline* Establish and monitor resource pipeline* Coordinate and report on project staffing status, candidate status, and availability* Maintain database of qualifications, classifications, and certifications for School Services team* Interface qualifications into resource deployment process* Manage Per Diem payroll processing

Glenview, Il

• Effectively managed team of 8-12 hourly and salaried employees over 4 locations.• Implemented systems and strategies to facilitate the confirmation of Consultant scheduling requests within a median 2 business days, while maximizing full-time consultant utilization and minimizing travel expense.• Established and implemented standards for providing exemplary service and technical support to participants in Pearson online courses.• Created, maintained, and distributed suite of daily, weekly, and monthly reports to track business volume, efficiency, and productivity.• Leveraged new and existing technologies to improve and facilitate communication and collaboration within and between departments.

Washington D.C. Metro Area

Develop and champion strategic initiatives and tactical milestones leveraging continuous improvement protocols and metrics related to Customer Call Center & Technical Support performance, productivity, and costs at NGSP's third party partner. Continually assess needs of customers and their print and technology fulfillment requirements; develop, modify and expand Technical Support operational procedures to support new products and growing customer bases while championing exceptional service; and, establish and provide a robust performance, productivity and benchmark metrics reporting platform. Coordinate resolution of escalated customer care and technical support issues in a timely manner to the satisfaction of all stakeholders. Partner with cross-departmental NGSP leadership teams to coordinate flexible and creative solutions to meet customers' needs.

Ensured staff of up to 20 Customer Service Representatives (in-house and outsourced) delivered consistently excellent standard of service. Set clear performance expectations and reinforced with coaching, modeling, recognition programs and frequent training. Set and maintained productivity standards relating to call volume, order and payment entry, inquiry and invoicing. Managed fulfillment of large special or custom orders up to $3M in value. Researched and resolved escalated customer service concerns. Developed and executed diverse training programs (i.e. product knowledge, phone etiquette, business grammar & writing, computer skills).

(Acting Store Manager from Feb-June 2004)Delivered and ensured staff delivered consistently high standard of customer service. Contributed to achievement of financial goals by driving sales and managing payroll, supply and service budgets. Actively recruited talent and maintained succession plan. Responsible for interviewing, hiring, training and evaluating staff of up to 130 employees (Managers, Supervisors & Booksellers). Monitored all areas of sales floor and specialty departments to ensure compliance with merchandising, scheduling and service standards. Managed book inventory through product ordering and identification and removal of nonproductive stock. Developed and ensured execution of action plans to control inventory shrink and potential loss.

Delivered and ensured staff delivered a consistently high standard of customer service. Managed merchandising and operation of Trade, Bargain, Gift and Cashwrap departments, including management of product ordering and placement. Contributed to achievement of financial goals through effective product management and merchandising. Assisted in training of Lead Booksellers and Booksellers. As Manager-on-Duty, oversaw general store operations including communication of daily assignments, cash management and preventing or managing emergency/crisis situations.

Conducted behavioral studies related to psychopharmacological profiles of cocaine, alcohol, cholecystokinin and St. John's Wort. Taught undergraduate laboratory classes in Experimental Psychology. Assisted in maintenance, management and operations of laboratory, including supply ordering, organization and animal care.

Performed diagnostic interviews of pediatric patients with Obsessive Compulsive and Tic Disorders. Processed blood samples for analysis. Worked with team of child psychologists, child psychiatrists, neurologists and immunologists to conduct study of various potential treatments for PANDAS (Pediatric Autoimmune Neuropsychiatric Disorders Associated with Streptococcus).

Certificate In Global Business, Complete

Global Business is a 4-week, 24-hour online certificate program from Harvard Business School. Global Business provides a grounding.

Master Of Business Administration - Mba

B.A., Psychology