Ross Murphy Email & Phone Number

Proven process and project management skills and an innovative team player who exceeds within a Customer Operations environment. Experienced in analytical thinking, strategic planning, process and business transformation. Innovative and responsible for service improvement initiatives and the implementation of many large transitional projects. Highly versed in process and project management methodologies with Lean Six Sigma Green belt accreditation along with a clear understanding of Prince2 and Agile project management.

Continued analysis of call arrival patterns highlighting changes in trends to senior stakeholders with suggested reasons and service improvement initiatives.Management of forecast call arrival patterns with subsequent schedule of staffing across multiple sites while adhering to tight budgets.Acted as the senior point of contact for manager inquiries and issues in the absence of the Operations / Contact Center Managers.