Michele Murphy Email & Phone Number

Parent & Community Education SpecialistForge partnerships between the district, families and community members to promote the academic success of our students through education, family events, training programs and extra-curricular activities. • Designed and facilitated parent education programs to enable families to better support their children’s education.• Recruited nationally recognized speakers and subject matter experts to present motivational/educational seminars to staff, students and families.• Counseled students and their families on the college planning process by providing informational assemblies and hands-on workshops.• Developed an adult education curriculum that fosters a sense of community and encourages our retired citizens to feel included in our schools. • Managed a budget of over $100K+, while still being able to offer economically priced classes and donate funds to 14 district schools on an annual basis. • Trained 350 volunteers as mentors that meet one-on-one with students to provide academic and social support. • Proctored online employment assessments for prospective paraprofessionals and assisted with the application and onboarding process.• Championed district initiatives by serving as an ambassador at local community, education and business events, as well as presenting at statewide conferences.

Created and implemented the strategic marketing communications plan and fundraising efforts for PCAD.• Cultivated individual and corporate donor relationships through event coordination, volunteer partnerships and online donations.• Communicated the mission of PCAD to increase public awareness, and engage community support through print andsocial media, web communications, personal presentations, and direct mail.• Diversified funding sources and developed a stronger alignment with the mission to ensure sustained growth.• Assisted with Foster Parent Training sessions to teach caregivers about the effects of abuse.• Served as a lead ambassador for PCAD in Delaware to educate the public about the impact of child abuse at an individual, family, community, and statewide level.

Launched an executive recruiting agency that provided staffing and placement services at the leadership and executive management levels. Provided full life cycle recruiting services encompassing candidate sourcing, resume development, interviewing, and job placement.Targeted recruiting experience in the financial services, human resources, IT, business development, and marketing sectors. Consulted with candidates on their interviewing skills/resume presentation and provided coaching to prepare them for the hiring process.Partnered with other recruiting agencies to share best practices and resources including candidate databases and job requisitions.Identified business development opportunities nationwide with prospective employers and negotiated recruiting contracts.

Managed the TACS (Telephone Access Customer Satisfaction) division for the New England region. Supervised 5 department managers and their teams of approximately 500 section managers, phone representatives, and operations support analysts.Achieved overall Customer Satisfaction ratings of 95% or better during leadership tenure.Maintained an average speed of answer of 21 seconds or less for all representative handled calls and increased Voice Response Unit call flow to handle 53% of total calls.Generated incremental gross outstandings for the company through representative sales initiatives and cross-sell opportunities to increase customer loyalty through value-added card benefits.Devised manager and representative career development paths by focusing on continuing education, accomplishment recognition, and matrix mentoring opportunities.Constructed Emergency Preparedness Plans for the New England Customer Call Centers to ensure continued high service levels during major weather and systems-related emergencies.Handled TACS staffing and hiring decisions and administered any personnel related functions such as promotions, corrective actions, and dismissals.

Led a team of 8 section managers and 200 phone representatives in creating a positive first point of contact for MBNA's new customer base.Responded to incoming card activation calls from new customers and designed card activation initiatives to optimize card usage strategies.Created an automated reporting function that allowed managers to extract customized reports and track representative performance.

Managed a team of 6 section managers and 120 representatives in an in-bound customer call center.Participated in hiring, training and career development for team members and management staff.Maintained 100% call service level standards and customer satisfaction rates of no less than 95%.

Developed staffing plans and employment initiatives with MBNA department directors.Coordinated meetings for Personnel executives and prepared daily reports with staffing statistics.Drafted succession plans and career development guidelines for management level positions.

Administered three different management development programs: Management Development - 26 participants, Accelerated Management Development - 12 participants, and Summer College Interns - 22 participants, to identify individuals with future executive management potential.Designed and developed a company-wide curriculum to educate participants on the functions of each department within the organization. Partnered with business area executives to train and evaluate participants during each departmental rotation.Facilitated round table discussions with members of the Executive Operating Committee and established senior-level mentors for each participant to assist with their career development.Scheduled financial services industry experts (i.e. MasterCard & VISA) to present to the participants and expand their global industry knowledge.Constructed a regional business rotation that included MBNA's operating centers located throughout the United States.Established and maintained an operating budget and was accountable for all results measured against budget plans.

Analyzed technical business requirements and processes to determine educational needs and developed training sessions to meet those needs.Evaluated and facilitated the instructional design process with external consultants for systems specific courses.Managed the design, development, and administration of education programs for the Quality and Control sector and ensured compliance with business and financial objectives.

Instructed systems education classes on MS Office Suite of products, as well as MIS, and DOS.Developed and secured a $50,000 grant from the State of Delaware to fund a new Supervised Self-Directed Education (SSDE) program to enable personnel to take classes at their own pace and thereby save money by reducing facilitator headcounts and missed productivity time.Consulted with external vendors to develop the SSDE modules and negotiated design and contract issues.Launched company-wide systems classes for MBNA personnel to meet career development, business, and promotional requirements.

Med, Instructional Design & Development

Bachelor Of Arts, Speech Communication