Michael Murdock Email & Phone Number

• Ensured projects exceeded client expectations by designing, developing and executing manual test scripts and ensuring all defects discovered during this testing were resolved to given specifications.
• Ensured platform compatibility with Internet Explorer 9, Safari and Firefox browsers to ensure a seamless client experience.
• Document, prioritize and communicate software defects arising from testing efforts to development team, providing end-to-end defect management from identification to resolution acceptance testing.

• Responsible for marketing campaign and loyalty program analysis, as well as CRM database administration for several large retail clients.
• Provide client customer, transaction and CRM database management.
• Deliver rewards program and campaign mailing lists for both direct mail and e-mail delivery.
• Produce additional CRM based reporting for marketing campaigns and support customer profiling initiatives.
• Ensure communication of project scope and status between our team, client and additional third-party vendors to ensure smooth and effective campaign execution.
• Manage, support and provide data and analysis to support development of customer-focused marketing campaign strategy.

• Learning Management System (LMS) administration, development and end-user support.
• Provide end-user support for user login, course access and course completion issues.
• Support training department by maintaining LMS course catalog, including creating and modifying course, assessment and archival items for use by training content developers and enterprise learners.
• Develop and test course assessment content as well as editing video content for integration into training catalog items.Support department growth initiatives
• Refined department workflow processes, using Microsoft Outlook and SharePoint to better prioritize and co-ordinate urgent requests from virtual team members.
• Conduct data validation and usability UAT on various data management systems and reporting solutions including Cognos 8.

Published daily reporting regarding the workload status of the email based customer service department, providing updates about the current message volume, age and content type in a dashboard format.Compiled daily, weekly and monthly call center and email department reporting measuring key agent performance metrics including call statistics and handle.

Produced weekly reports for the marketing test group, decreasing preparation time by 50% through automation and streamlining. Responsible for delivering these reports and providing performance updates to management at weekly meetings.Transitioned all departmental reports from Cognos 7 cube-based applications to the new Cognos 8 application reducing the.

Designed and administrated a cross-site call logging system for call center leadership to identify training deficiencies among agents, reducing the number of unnecessary calls resulting in shorter call durations and customer hold times providing the customer a greatly enhanced service experience.

B.M, Music Performance

Education record