Sarah Murdock Email & Phone Number

Peoria, Az, Us

Arizona

• Lead the planning, coordination and execution of new product launches by communicating with all required teams and making sure each of the teams have their clear outlines to achieve the desired results.• Act as the main point of contact between the business and my team of testers while keeping up with deadlines and insuring my team completes all required documents in the given timeframe.• Managing calendars for multiple projects at once and making sure the proper team members attend the meetings most crucial to their role in the project.• Create and manage trackers within Excel to keep track of all required steps with their deadlines and making sure the team is adhering to the outline and providing their results on time.

United States

• Help provide end-to-end resolution, oversight and governance for all Operational Risk Events and Corrective Action Plans including strengthening the control environment while enabling growth and ensuring flawless customer experiences.• Supported the strategy and implementation of global regulatory and compliance requirements that impacts Global Servicing Network across different operational process and geographies. I also supported issue management program execution by completing event closure and quality reviews.• Ensured the thorough and timely documentation and analysis of operational risk events and corrective action plans to include the identification of relevant risks and controls. I also provided support to execute the activities required for milestone adherence which protected control rating for the various business units supported.• Completed analytics of top call types to identify process improvement opportunities, resulting in a potential enhancement of the voice response system resulting in re-engineering costs of around $550K for dispute calls.• Analyzed over 800 calls using the speech analytics within NICE to collect data around relationship care for business format and helped with creating a senior executive presentation to showcase the process for 3000 customer care professionals to help enhance the process and make it better for both representatives and card members.• I was able to share my growing knowledge with peers by coaching three Val-Gen classes within my first year of employment. The three classes that I coached, each classes total accumulated points made up the top three highest point scoring classes for the year 2015. Based on the 39 reps that were in my three classes, their offer rate went up an average of 10.35% and their accept rate went up an average of 4.83%.

United States

• Trained and led over 75 employees during my time as a supervisor and achieved 50% improvement in length of certification, based on coaching and training.• Compiled sales data and created reports within Excel and PowerPoint to ensure we are identifying any issues and working towards resolving them, as well as identifying the benefits that will come with those resolutions.• Partnered with colleagues within Geek Squad for solving tech issues as well as identifying common issues and reporting to manufacturers to help prevent them in the future.