Jonathan Murphy Email & Phone Number

Calgary, Ab, Ca

Calgary, Alberta, Canada

Linköping, Ostergotland County, Sweden

Created a novel Quality Assurance model to evaluate customer interactions, now implemented as the company standard. Also created manuals, how-to guides, and the novel TaxiCaller Knowledge Base with 300+ articles.Trained on-boarding employees across departments and set up hardware and software including configuring computers to certain specifications of storage, RAM, cooling, etc.Resolved escalated technical issues, bug reports, and other problems first line could not… Show more Created a novel Quality Assurance model to evaluate customer interactions, now implemented as the company standard. Also created manuals, how-to guides, and the novel TaxiCaller Knowledge Base with 300+ articles.Trained on-boarding employees across departments and set up hardware and software including configuring computers to certain specifications of storage, RAM, cooling, etc.Resolved escalated technical issues, bug reports, and other problems first line could not handle.Worked directly with the development team to plan sprints, prioritize tickets, resolve bugs, test new/current functions, roll out new releases, and test Android & iOS app updates/fixes.Part of a designated on-site team to perform release testing suites prior to software releases. This ensured the system was functioning normally and resulted in a system up-time of 99.99%. Show less

Linköping, Ostergotland County, Sweden

Managed the First Line support team, located across 6 different countries in Europe, North and South America, and Asia. Held interviews for new and replacement representatives based in these locations.Managed representatives' schedules, held one-on-one coaching sessions, set up computer access to internal systems (email, VPN, CRM, etc.) using remote desk software (AnyDesk, TeamViewer).

Linköping, Ostergotland County, Sweden

Elgin, Illinois, United States

Supported SSO login credential reset/unlocks to access company systems.Performed troubleshooting on company network, broadband modem/router, mobile network (handset/USB card/internet devices) as well as technical support via Live Person chat internally and externally.Supported new hires with on-the-job training and instant feedback; updated training materials based on experience.Provided information on products and services via live chat (Live Person software) to… Show more Supported SSO login credential reset/unlocks to access company systems.Performed troubleshooting on company network, broadband modem/router, mobile network (handset/USB card/internet devices) as well as technical support via Live Person chat internally and externally.Supported new hires with on-the-job training and instant feedback; updated training materials based on experience.Provided information on products and services via live chat (Live Person software) to multiple customers simultaneously, with a focus on multitasking and providing excellent service to increase overall experience.Handled business accounts stemming from sales made via chat, phone, and email.Created partnerships with account managers for B2B accounts in person and over the phone; included direct communication to ensure satisfaction.Coordinated with internal IT department to handle tickets for hardware requests, such as installing various hardware throughout the call center (desktops, monitors, cables). Show less

Elgin, Illinois, United States

Elgin, Illinois, United States

Bachelor Of Arts - Ba, English Language And Literature, General

Activities and Societies: Four Year Basketball Varisty Letter Winner One Year Track & Field Varsity Letter Winner

Master Of Business Administration - Mba