Owen Murray

Owen Murray Email and Phone Number

Vice President- Servicing Tools and Innovation @ cxLoyalty
High Ridge Park, Building 6,Floor C-2,United States
Owen Murray's Location
New York City Metropolitan Area, United States
Owen Murray's Contact Details
About Owen Murray

An experienced, results-oriented, confident Operations Professional with an extensive background in contact centers and the financial sector. Demonstrated successful results in Productivity, Performance and Profitability Analysis for existing businesses and Strategic Initiatives. Utilize exceptional interpersonal and communication skills with all level of contacts. Strong team player with ability to motivate and lead people with excellent and highly effective interpersonal skills.

Owen Murray's Current Company Details
cxLoyalty

Cxloyalty

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Vice President- Servicing Tools and Innovation
High Ridge Park, Building 6,Floor C-2,United States
Website:
cxloyalty.com
Employees:
954
Owen Murray Work Experience Details
  • Cxloyalty
    Sr. Director, Global Service Delivery
    Cxloyalty Oct 2005 - Present
    Stamford, Ct
    Responsible for the activities around Speech Analytics and Process Improvement for the Global Training and Quality team. Also, serve as the business contact for all technical initiatives impacting contact center operations. Oversee technical improvements through change management, technical enhancement, and efficiency enhancements for the Service Delivery Organization. Manage vendor relationships for our call center technology partners.
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  • Beacon Global Services
    Director- Contact Center Oprations
    Beacon Global Services 2002 - 2005
    Poughkeepsie, Ny
    Oversee the strategic and operational activities for three call center locations (2 Offshore and 1 Onshore) with over 400 seats. Responsible for call center activities including day to day operations, new client development, business planning & analysis and operational P&L.• Directly participated in the successful design and set up of two offshore contact centers.• Responsible for growing the organization from 24 seats to 400+ seats.
  • Etc/Customerlinx
    Director Of Operations
    Etc/Customerlinx 2000 - 2002
    Montgomery, Ny
    Successfully managed the Customerlinx Montgomery operations center, responsible for supporting the outsourced operations of over 25 clients. The operations center handles all call center related activities, including help desk and customer service support, 24 X 7 with over 300 seats.• Responsible for the center’s P&L performance. Maintained a 65% or greater gross profit margin for the center through staffing and management efficiencies.• Re-organized the center’s staffing and support process to improve Customer Service Representative utilization, lower costs and increase revenue.• Initiated and implemented quality assurance and employee career path programs improving overall quality and reducing employee attrition by 30%.
  • Pitney Bowes
    Manager Of Call Center Operations
    Pitney Bowes 1999 - 2000
    Shelton, Ct
    Improved the performance of the Pitney Works Customer Service Center, responsible for customer service inquiries, correspondence and fulfillment, temporary credit increases, account reconciliation and retention. Successfully managed the implementation for new product initiatives and policy and procedure enhancements for the Pitney Works product line. • Reorganized the management and training process for customer service representatives reducing call abandonment by 75% and CSR turnover by 30%.• Implemented and managed call center outsourcing relationships to improve service and incremental cost performance • Initiated a profitability-based retention program for credit card accounts resulting in a 55% customer retention rate.• Developed a staffing model / budget process which allowed for more efficient staffing; re-allocating staff against high call volumes, reducing overtime costs and improving overall service levels.
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  • Webster Bank
    Assistant Vice President - Telebanking Call Center Manager
    Webster Bank 1997 - 1999
    Cheshire, Ct
    Managed the consumer bank’s direct banking center, which generated 20% of the bank’s consumer business. Responsible for profitably marketing consumer and business services, mortgages and investment products. Used business planning and analysis activities to create a focus on sales and marketing programs based on profitability and EVA (economic value added). • Facilitated the reporting and analysis process for the call center, making it possible to review sales center performance against strategic initiatives and profitability targets.• Reorganized call center functions to maximize profitability through a 25% increase in deposits and 15% decrease in overall expenses.• Developed the mortgage loan by phone program, originating over $17 million in new loans.
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  • Citicorp
    Assistant Vice President - Business Planning And Analysis
    Citicorp 1990 - 1997
    Directed the formulation and prioritization of MIS reporting and business analysis activities for the National Mortgage Sales Division of 500 people producing $2B in annual loan production.• Analyzed feasibility, and recommended integrating the mortgage division into the consumer bank for significant efficiencies by reducing site locations and staff. • Created analytical models to research alternate incentive compensation plans for mortgage sales consultants. Recommended a new system linking compensation to the profitability of loans sold.

Owen Murray Skills

Operational Excellence Call Center Development Call Center Administration Multi Channel Marketing Customer Acquisition Call Centers Ivr Vendor Management Strategic Planning Customer Experience Process Improvement Analytics Strategy Customer Satisfaction Leadership Strategic Partnerships Cross Functional Team Leadership Team Leadership Operations Management Infrastructure Business Process Improvement Customer Relationship Management Business Analysis Management Team Building Customer Service

Owen Murray Education Details

Frequently Asked Questions about Owen Murray

What company does Owen Murray work for?

Owen Murray works for Cxloyalty

What is Owen Murray's role at the current company?

Owen Murray's current role is Vice President- Servicing Tools and Innovation.

What is Owen Murray's email address?

Owen Murray's email address is oc****@****uno.com

What is Owen Murray's direct phone number?

Owen Murray's direct phone number is +130549*****

What schools did Owen Murray attend?

Owen Murray attended Pace University.

What skills is Owen Murray known for?

Owen Murray has skills like Operational Excellence, Call Center Development, Call Center Administration, Multi Channel Marketing, Customer Acquisition, Call Centers, Ivr, Vendor Management, Strategic Planning, Customer Experience, Process Improvement, Analytics.

Who are Owen Murray's colleagues?

Owen Murray's colleagues are Custer Mangaran, Robert Briggs, Renuka Medicherla, Alison Jansen, Eloisa Marie Olavario, Meghan Rooney, Antonia Egans.

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