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.• Participated in projects as a SME providing guidance or direction as appropriate. • Worked as a test lead developing test cases and organizing the execution of the test cases. • Provided storm support by monitoring the IVR components and call routing.

• 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 would benefit them most.

Master Of Business Administration - Mba, Data Analytics

Bachelor'S Degree, Mass Communication/Media Studies

Activities and Societies: Communications Society