Luke Murphy Email & Phone Number

Dublin, County Dublin, Ireland

Dublin City, County Dublin, Ireland

• I was the lead product manager for a new customer service tool, Spark, built on Salesforce Service Cloud. Adopting customer-centric design principals, I headed a team that delivered customer service experiences.
• Participating in capability identification, vendor assessment and selection
• Defining the product vision and strategy for PayPal’s customer service agent experience in Spark.
• Creating and maintaining the Spark roadmap, engaging with senior stakeholders (Senior Director & VP-level) on progress and changes, and working with user management to coordinate rollout of new platform features
• Engaging with peers to identify roadmap dependencies and negotiating to have these prioritized
• Deeply understanding our users, their needs and goals through ongoing customer engagement – usability studies, feedback sessions, roundtables, and usage data insights

Dublin

• Lead PayPal’s internal desktop tools product, working with senior operations leaders in maintaining and reducing operational costs while supporting cross-functional strategic initiatives and their impact on customer.
• Coordinating, planning, and executing the day-to-day work of 2-3 product development teams to meet aggressive delivery timelines for initiatives in payments, regulatory compliance, and technical service migrations.
• Partnering with other product and engineering leads to assess the impact of new products on the operations business, designing and implementing solutions to allow customer support to effectively service customer.
• Managing product backlog to support multiple key organizational strategic initiatives, identifying efficiency opportunities to deliver operational optimization and cost savings
• Communicating with stakeholders ranging from peers to VP level on progress, problems, and solutions.
• Contributing to strategic planning and capacity allocation, including assignment of available resources, communicating include/exclude decisions with internal stakeholders, and negotiating allocation based on.

Dublin

• Assisting new business users with account setup and navigation. Providing assistance to these users in identifying the correct solution for their business and in integrating that solution with their website. Leveraging.
• Designing and implementing of new outreach campaigns as instructed by management and UK business unit (e.g. mobile optimisation of existing merchants' websites). Using Salesforce to report back on these campaigns to.
• Managing the PCI compliance for the entire Business Support portfolio, creation of outreach campaigns (monthly) to ensure merchants are aware of their PCI obligations and taking appropriate action should these.
• Working with management and business unit as required to identify potential campaigns, assess cost-effectiveness and return-on-investment of these campaigns
• Acting as the point-of-contact/expert for Salesforce within the Business Support team. Attending weekly meetings with local Salesforce administrators to identify process improvements and permission requirements..

Dublin

• Providing world-class phone and email support for existing merchants (typically processing $250k - $2.5m p/a)
• Resolving support issues on first-contact basis where possible
• Complete ownership of escalations from start to finish; escalating issues to the correct department, working with those departments to resolve the issue, and communicating the outcome to the merchant
• Proactive outbound calling to a portfolio of ~100 merchants in order to identify development opportunities, offer assistance in reducing chargeback/refund levels, and help resolving outstanding account issues
• Leveraging business development conversations with existing merchants to identify and close upsell/cross-sell opportunities
• Mentoring of departmental new hires, as well as support of less tenured colleagues

Dublin

• Providing world-class phone and email support for existing merchants (typically processing $50k - $250k p/a)
• Resolving support issues on first-contact basis
• Escalating issues to relevant department as required, and communicating the outcome of these escalations to the merchant
• Profiling existing clients and their business in order to identify possible upsell/cross-sell opportunities
• Assisting merchants in choosing the correct product for their particular business model
• Providing merchant feedback to management

Dublin

• Working item-not-received and not-as-described cases on queue basis according to PayPal Buyer and Seller Protection (as well as internal) policies
• Provide world-class phone & email support to customers regarding these cases, working and resolving cases on first contact
• Acting as Communication Champion, an internal role designed to improve communication between management and teams. Using this role to assist colleagues with finding information and understanding management decisions as.
• Mentoring of new hires
• Participation in special projects as required

Busines (Project Management), Business, First Class Honours

Leaving Certificate