Francis Murphy Email and Phone Number
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Francis Murphy personal email
Francis Murphy phone numbers
As a seasoned digital leader with over a decade of experience, I have dedicated my career to driving impactful change and fostering engagement across various industries. My expertise spans Customer Experience, Marketing, Product, and Advocacy, where I have consistently delivered innovative strategies and programs to meet evolving business needs.Throughout my journey, I have spearheaded transformative initiatives, from building pioneering social consumer care and community strategies, to launching dynamic live stream event programs that have influenced significant revenue growth. I take pride in my ability to forge strategic partnerships, both internally and externally, to amplify brand presence and drive meaningful outcomes.My leadership style is anchored in trust, kindness, and empowerment, enabling me to cultivate and lead high-performing teams across multiple functions. I am a firm believer in the power of data-driven decision-making and have a proven track record of leveraging metrics and KPIs to drive business results and foster continuous improvement.Passionate about diversity, equity, and inclusion, I am committed to championing these values in every aspect of my work. I thrive in environments that encourage innovation, collaboration, and continuous learning, and I am excited about the opportunity to bring my skills and expertise to a forward-thinking organization that shares these values.Let’s connect to explore how my background and passion align with your organization’s goals and vision.
Zendesk
View- Website:
- zendesk.com
- Employees:
- 7198
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Senior Manager, Community ProgramsZendeskChanhassen, Mn, Us
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Consultant - Community StrategyHlrboChanhassen, Mn, Us -
Community Experience1Password May 2024 - PresentToronto, On, Ca -
Community LeaderFreelance Oct 2023 - PresentCreating content and guidance around online communities and leadership.
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Community Strategy ConsultantInfinite Marketing Dec 2023 - Dec 2023Delivered a comprehensive digital community strategy for a new Wellness brand. -
Vice President, Marketing - Community And SocialBraintrust 2022 - 2023San Francisco, California, Us -
Vice President, Product - CommunityUpwork Jun 2021 - Sep 2022San Francisco, California, Us▪ Redesigned the Community and Talent Success strategy at Upwork. This has included collapsing the structure and creating a foundation for scalability, ensuring Community is positioned to drive business value.▪ Created 3 teams in our new structure that enabled better collaboration and improved efficiency. This has included increasing our talent density in the Community org. And merging exiting functions.▪ Consolidated all external education, skills and certifications into a newly formed Upwork Academy team. This team focusses on increasing Talent success using Upwork, through coaching, interactive content, certifications and social impact initiatives.▪ Identified existing value from Community, including multi-million dollar contact deflection savings, and correlating the success of Talent to the activities of the Community team (e.g. increased job success and increased earnings). -
Senior Director, Customer Success And Advocacy - CommunityAnaplan May 2019 - Jun 2021Miami, Florida, Us▪ Centered the Community as a content destination for customers, partners, and the planning industry. Oversaw the rollout of a dedicated content team, robust content calendar, best practice/ style guides and steered the content to embrace all mediums to deliver our messages▪ Created a true Hybrid experience delivering Support, Marketing and Enthusiast Content. We have partnered with internal and external industry experts to make the Community the Pre-eminent Connected Planning Knowledge center▪ Led the Community during a hyper growth environment to exponential growth, in both member numbers and the active engagement. There has been 50%-100%+ increases across major metrics▪ CRM and Customer Experience Gold winner at the 2019 IT World Awards for our deployment of an enhanced role-based search capability▪ 2020 Khoros Kudos Award winner for driving top line revenue growth through Community▪ Re-launched one of Anaplan's marquee engagement programs (Master Anaplanner) and pivoted the focus to become a true certification program▪ Launched a highly successful global live stream conference, leveraging live-stream technology driving both customer engagement and customer acquisition. >$9.5M influenced revenue since 2019▪ Built out a high performing community team to deliver a strategic vision and execute against business objectives, guiding the Community through Anaplan’s successful IPO -
Director, Customer Support - Community And CommunicationsAnaplan Jun 2017 - May 2019Miami, Florida, Us
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Director, Customer Experience - Social MediaUnitedhealth Group Jun 2015 - Jun 2017UsBuilt the Social Customer Care Capability for Optum delivering increased volume and channel growth for our OptumRX business.First healthcare company to deliver NPS surveys natively through Twitter.Rapid performance improvement realized across response and resolution metrics. -
Continuous Improvement ManagerBest Buy Oct 2013 - Jun 2015Richfield, Minnesota, Us- Led the initial development of a continuous improvement capability with potential cost savings over $2 million already identified in the first project to optimize agent process- Lead mini kaizen events aimed at identifying opportunities within Best Buy’s Enterprise Customer Care, using SIPOC, KANO Analysis, Brown Paper process exercises and Barriers and No sessions etc.- Introduced new process mapping standards to Enterprise Customer Care as the first step towards continued BPM growth -
Knowledge Management Lead/Capability ManagerBest Buy Jan 2013 - Apr 2014Richfield, Minnesota, Us- Re-designed Best Buy’s Enterprise Customer Care knowledge management strategy for agents and customers. This included introducing taxonomy, best practices and quality management to the capability- Deployed a new knowledge management tool to 10,000+ agents across multiple contact centers and 3rd party vendors- Worked cross-functionally share agent knowledge through our customer forum sites and bring blogs and forum solutions to our agents- Strategically involved in the re-design of the Customer Help pages on BestBuy.com working cross functionally with BestBuy.com to plan the introduction of Agile Channeling/Content Filtering
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Process AnalystTalktalk Group Aug 2011 - Dec 2012Salford, England, Gb- Responsible for ensuring the new decision tree method of delivering knowledge content to TalkTalk front line agents and customers was of the requisite standard and was fully leveraging the technology to increase customer experience- Helped to design/re-design the best practice standards used for customer and agent facing knowledge content- Helped manage workflow processes for stakeholders requesting new content for internal and external customers -
Operational Excellence Coach/Quality ManagerBest Buy Europe Feb 2010 - Aug 2011Us- Assigned to manage the Quality and Training team within the Operational Excellence team. This involved taking broken quality assurance processes and using data to fix them, resulting in a more efficient team. - Introduced branding direction within the Best Buy Europe (How2) Business Process Management tool. This included a complete new structure giving a new UI that offers end-users a more logical way of accessing the processes that they need.- One of 5 winners of the 2011 Gartner Business Process Management (BPM) Excellence Award. Specifically part of the Operational Excellence Team that was overall winner in the ‘Leveraging BPM Technology’ category- Developed and trained Best Buy Europe process engineers in the use of Nimbus Control, an industry leading Business Process Management tool- Increased the overall customer satisfaction score in customer facing roles by 10-38% in 2010 through deployment of Best Buy Europe’s Business Process Management tool. This was achieved because the system introduced was more user friendly and enabled advisors to access processes more efficiently
Francis Murphy Skills
Francis Murphy Education Details
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University Of Central LancashireScreenwriting -
Runshaw CollegeMedia And Communications
Frequently Asked Questions about Francis Murphy
What company does Francis Murphy work for?
Francis Murphy works for Zendesk
What is Francis Murphy's role at the current company?
Francis Murphy's current role is Senior Manager, Community Programs.
What is Francis Murphy's email address?
Francis Murphy's email address is fm****@****ail.com
What is Francis Murphy's direct phone number?
Francis Murphy's direct phone number is +161294*****
What schools did Francis Murphy attend?
Francis Murphy attended University Of Central Lancashire, Runshaw College.
What skills is Francis Murphy known for?
Francis Murphy has skills like Process Management, Process Improvement, Business Process Mapping, Six Sigma, Visio, Change Management, Business Process, Business Process Management, Operational Excellence, Requirements Analysis, Team Leadership, Customer Experience.
Who are Francis Murphy's colleagues?
Francis Murphy's colleagues are Jaye Seow, Linda Glenn, Gail Leinweber, Freya Dobrindt, Jeremy Kirkwood, Jessica Grambsch, Magdalena Karadağ.
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