Jerrod Murphy Email & Phone Number

Louisville, Kentucky Area

Responsible for the day-to-day management of Natural Gas Safety Inspection program.Maintain Pipeline Integrity database.Process various daily and/or month end reports.Assist in the completion of paperwork from various compliance activities.Analyze paperwork for completeness and communicate issues to responsible parties for correction.Assist compiling, scheduling, and dispatching of work for field personnel and respond to problems encountered by field personnel. Create and maintain department files, reports, records, documents, and work orders necessary to maintain regulatory compliance with local, state and federal regulations.Daily accurate data entry into various databases such as Smallworld, Pipeline Compliance System, Oracle, Access, Leak Survey, Regulator Replacement.Perform quality audits using GPS system to track technicians checking for pipeline and gas meters for gas leaks.Create process map and/or workflows for various processes.

Louisville, Kentucky Area

Offered the best dealership experience through the ongoing pursuit of excellence by offering excellence in customer service.Assisted customers with all aspects of vehicle ownership, including but not limited to: scheduling service appointments, assisting with lease maturities, acting as a liaison for body shop inquires.Calculated lease and purchase options for clients and quoted accurate payments.Collected required customer information, i.e. email address, mailing address contact telephone numbers.Followed up with clients to ensure customer satisfaction and to obtain referrals and repeat business.

Louisville, Kentucky Area

Responsible for the enrollment/disenrollment and reconciliations.Met and maintained production and quality metrics.Utilized research, problem solving and analytical thinking skills to resolve and determine corrective actions for member enrollment/disenrollment transactions.

San Antonio, Texas Area

Managed a team of (30) customer service representatives within UHC Dental/Vision line of businesses.Communicated organizational policy and procedure changes.Interviewed and hired contact center representatives.Followed up on critical issues that required review for resolution. Monitored, coached, and evaluated employee performance.Wrote and communicated annual performance reviews.

The main focus is to sell club memberships while providing excellent member service. Responsibilities include meeting or exceeding monthly goals.Developing and maintaining a prospect lead generation system.Telemarketing, greeting guests, walk-ins and member referrals. Visits and maintains regular contact with surrounding businesses general managers and business owners to promote membership growth and retention programs.Work with sales team to assist in planning and implementing programs such as membership recruitment and membership retention.

San Antonio, Texas Area

Worked with senior management to identify key company objectives and then developed and implemented critical business solutions through information gathering, process mapping, and review and testing. Determined project scheduling, managed implementation of process improvements, scheduled and facilitated meetings.Developed solutions to complex problems and ensured solutions where within scope of project while being consistent with the vision of the organization

San Antonio, Texas Area

Implemented Call Center Communications and Helpdesk team that supported 24 contact centers and 16 different lines of businesses.Developed and maintained communication methodology.Facilitated the delivery of process improvement communication roll outs. Worked with Senior Management teams to ensure that communications regarding process change and/or updates have been received, and understood by their customer service teams. When necessary provided Q&A documents. Actively monitored levels of acceptance of process change via call monitoring, focus groups and quality assurance programs.Partnered with IT to ensure all technology requirements were met then perform User Acceptance Testing (UAT). Served as a Subject Matter Expert (SME) for contact center related organization processes.Wrote and communicated annual performance reviews to helpdesk team.

Louisville, Kentucky Area

Supported strategic business initiatives through operational assessment and analysis to implement the improvement of current processes.Analyzed and identified opportunities by process mapping workflows to determine process gaps and redundancies. Used Change Management and Six Sigma DMAIC techniques to design, measure, analyze, improve and control implemented changes that led to improved operational performance, and customer satisfaction