Michael Murphy Email & Phone Number

• Managed incident and request tickets by triaging issues, working with vendor and IT resources, identifying training opportunities, and resolving issues.
• Provided analytics on IVR performance, transaction completion, and containment using excel, power bi, SQL, and Report Builder.
• Identified and analyzed trends from tickets that are attributable to larger issues requiring collaboration across teams or resulting in mini projects.
• Served as a point of contact for the Eversource and AT&T relationship.
• Provided vendor oversight on behalf of the Customer Group by monitoring contractual obligations, reviewing SLAs, meeting regularly with account management, and escalating issues.
• Provide strategic insights into the components and direction of the IVR, Cisco ACD, Verint, Korbyt and eGain.

• Assisted new and existing business customers with billing inquiries, relocations, and energy-saving solutions while consistently meeting or exceeding the call center quality goals.
• Answered questions from new and existing net metering customers and was selected to participate in an outbound call campaign to help new net metering customers understand their first bill.
• Was chosen to be a part of our email response team and assisted by responding to customer inquiries in a clear and professional manner.
• Volunteered to be a part of the gas emergency team, and currently assist by responding to priority gas emergency calls in a timely manner to prevent potentially dangerous situations.
• Assisted my Supervisor with PURA complaints by developing a timeline of events so management could properly and accurately respond to our customers.
• Took incoming calls for electric vehicle customers in all 4 operating states and assist by providing information on chargers, and charging station locations and helping new EV customers identify the rate plan that.

Master Of Business Administration - Mba, Data Analytics

Bachelor'S Degree, Mass Communication/Media Studies

Activities and Societies: Communications Society