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 designed to reduce teammate effort through guided workflows, automation, integrated scripting and other content, and customer personalization. Key duties include:• 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• Working closely with senior engineering, UX, and architecture colleagues to communicate the product needs and design the right solutionsAchievements:• Pioneered the customer-centric design approach for our wider product team, the plan for which has been adopted by product teams across PayPal. This included designing and documenting how to carry out usability studies, user acceptance testing, and other user research• Launched a limited pilot in November 2020 with one contact type (Payment Declines), which lead to a reduction in the Recontact Rate business metric of 18% and increase in Net Promoter Score of 38%• Expanded the limited pilot to 300 users with additional features end of Q1 2021, with an additional roll-out to 2000 users end of Q2 2021• Was selected for PayPal’s Emerging Leader Program, which takes the next generation of leaders through a 16-week program of coaching/mentoring and training on how to be an effective leader

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 service tools.• 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 contacts.• 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 identified value-add and business priorities.• Mentoring peers, both new and tenured, to achieve high levels of performance.• Deeply engaging my primary customers, frontline support agents, to understand their challenges and ensure that the tools that they use are optimised and work for them.Achievements:• Lead the migration of 7000 customer support agents from legacy to next-gen tools while delivering features that maintained key business metrics like handling time and recontact rates.• Part of the team that won the Best Use of Technology – Strategic Initiative award at the Irish Customer Contact and Shared Services Awards 2018.• Consistently achieved above average annual review ratings and promoted twice

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 these conversations to profile new signups in order to maximise PayPal share of wallet, and upsell paid-for products as appropriate• 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 senior management• 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 obligations not be met. Reporting to the business unit on progress, problems and success• 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. Providing feedback from colleagues to Salesforce team.

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• Exceeding targets for upsells, and customer-reported satisfaction and resolve rate

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 well as providing upward feedback to senior management• Mentoring of new hires• Participation in special projects as required

Busines (Project Management), Business, First Class Honours

Leaving Certificate