Francis Murphy Email & Phone Number

Chanhassen, Mn, Us

Chanhassen, Mn, Us

Toronto, On, Ca

Creating content and guidance around online communities and leadership.

Delivered a comprehensive digital community strategy for a new Wellness brand.

San Francisco, California, Us

San 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).

Miami, 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

Miami, Florida, Us

Us

Built 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.

Richfield, 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

Richfield, 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

Salford, 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

Us

- 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

Ba (Hons) Screenwriting, Screenwriting

Adv. Gnvq, Media And Communications