John Michael Murphy Email and Phone Number

Shift leader of 32 “Customer Care Professionals” responsible for the timeliness and accuracy of American Express statements (82 million mail pieces annually). Recognized in performance reviews for balancing quality and production (top 5%-1 rating). Major responsibilities included: maintain staff by recruiting, selecting, orienting, and training employees; developing personal growth opportunities. Accomplishes staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results; conducting training; implementing enforcing systems, policies, and procedures. Maintain safe and healthy work environment by establishing and enforcing organization standards; adhering to legal regulations. Completes operations by developing schedules; assigning and monitoring work; gathering resources implementing productivity standards; resolving operations problems; maintaining reference manuals implementing new procedures. Controls expenses by gathering and submitting budget information; scheduling expenditures; monitoring variances; implementing corrective actions. Provides quality service by enforcing quality and customer service standards. Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications. Handle payroll, workers compensation claims, benefits and compliance training. Microsoft Office experience.

Responsible for attention to the timeliness and accuracy of the work performed. Sample financial documents to determine the accuracy of the data contained in them and determines which require corrective action. Kept various logs and uses random sampling to evaluate process efficiency, accuracy, and timeliness. Responsible for recognizing data problems that might invalidate samples, investigating complaints, and preparing reports of findings and of actions needed or taken. Recommends changes in production standards, administrative procedures, and other actions that will improve contract performance. Conducts frequent internal quality audits.Assists with the training and cross training of staff. Green Belt Certified in quality.

As an American Express Customer Care Professional my responsibilities were to deliver extraordinary care by promptly and accurately responding to customer inquiries. Solving customer issues, while celebrating their value to us. I was responsible for evaluating and analyzing account information and recommending tailored solutions to our customers, reinforcing the benefits of membership by providing relevant offers that deepen customer engagement with our products and services. Deliver extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment. Grow and nurture customer relationships on every interaction that results in measurable customer value. Document necessary account information and offer custom solutions that benefit the customer. Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality.

Inbound customer care professional answering calls from merchants requesting authorizations. Supported escalated call gate where I was responsible for resolving Card member concerns regarding charging privileges. Responsible for answering incoming calls from merchants accepting the American Express Card for authorizations on charges. I was responsible for looking over card holders passed spending patterns and determining whether to allow an increase in their spending, take up to date banking information as well as declining charges due to pass payment history. I was also responsible for handling the escalated call gate to handle any card holders who had charges declined as well as any fraudulent activity detected on accounts.