Wayne Murray Email & Phone Number

United States

United States

Glendale, Ca

Operate as a hiring manager for the Order Validation and Quality Assurance department and lead the team effectively to generate a yearly revenue of $23-$28 billion. Plan, direct, and coordinate quality assurance programs to achieve operational and financial objectives, to meet customer-service standards, and to troubleshoot issues. Formulate quality control policies and control quality of production efforts and make improvements based on information gathered from product, company, system, compliance, and surveillance audits. Serve as liaison between technical and non-technical staff.Key Accomplishments:Updated and empowered QA staff, including 10 overseas representatives, with cross functional training and educated them on the full cycle of the order process; in turn, this increased efficiency and eliminated over 80% of outstanding customer order queries. Conducted weekly meetings with representatives to review data and to promptly identify and correct errors. This led to a 90% increase in accuracy.

Glendale, Ca

Demonstrate expertise in all organizational systems and products utilizing software applications such as Excel, MS Office, Access, FMS Dashboard, Salesforce, and A-Frontier. Coach and manage the order validation team and supervise its workflow to ensure that it properly validates non-display advertising campaigns prior to delivery. Monitor performance and collect data to evaluate efficiency and to recommend change.Key Highlights:Crossed trained my order validation representatives to eliminate more than 85% of queries/errors.Improved the order process rate by 85% through the successful implementation of a new order process.Greatly improved staff morale by providing weekly performance awards.

Glendale, Ca

Supported management by investigating errors and assigning work cases to the Order Validation team. Composed and reviewed documents concerning process and spreadsheet validation. Served as the primary point of contact for order processing and assisted in developing and implementing new and existing policies. Key Accomplishments:Thoroughly reviewed customer order renewals to proactively identify potential issues and make corrections. This increased customer satisfaction and increased upsells by 65%.Implemented a copy button for order entry when using AMDOCS that enabled staff to copy content with one click of the mouse which improved our cycle time by 100%.

Pasadena, Ca

• Performed all aspects of customer service, supported National Sales, National Dept, CMRs and other internal departments.• Maintained knowledge on all product listings for YP.com and partner sites, including business rules, features and Specs and Standards. • Coordinated serving of contracts to YP.com Sales Team and CMR. • Identified client needs for a quality customer experience. • Handled and completed Billing Queries within the department’s standard procedure, conducted research and resolved client claims/credit requests.• Excel Skills, Office Word, Access database, FMS Dashboard, Salesforce, A-Frontier, PowerPoint, Microsoft Outlook, Photoshop.

Pasadena, California

• Responsible for data entry• Processing customer information, reviewing data errors and resolving inconsistencies• Deleting unnecessary files and combining data from various sources. • Also input information into a specific form, proofread documents and files as well as maintain office machines and materials.• Excel Skills, Office Word, Access database, FMS Dashboard, Salesforce, A-Frontier, PowerPoint, Microsoft Outlook, Photoshop.

Monterey Park, Ca

Designed, developed and managed daily operations of a start-up business. Developed and implemented marketing, sales promotions and advertising campaigns. Created operations budgets and handled public relations. Directed customer relations, handled ordering and maintenance of supplies and equipment.

Pasadena, Ca

Answer calls and respond to emails. Handle customer inquiries both telephonically and by email.Research required information using available resources, manage and resolve customer complaints.provide customers with product and service information, update existing customer information Process orders, forms and applications, identify and escalate priority issues, route calls to appropriate resource.Follow up customer calls where necessary

Pasadena, Ca

Consulting with customers in order to determine their wireless service needs and recommending the appropriate att Wireless products and services. Meeting and exceeding all performance goals and sales quotas on a consistent basis. Creating a first-rate customer experience, Identifying and acting upon opportunities to upsell additional products and services to new and existing customers in order to maximize transactions.Handling all customer service issues in a timely and professional manner. Developing and maintaining long-term relationships with my customers. Handling register receipts, including daily cashing-in/cashing-outArranging and displaying store merchandise. Maintaining a clean and presentable-looking store

Pasadena Ca

Sold Sprint products and services to walk-in customers in retail outlets. Providee a high level of customer service support with product expertise and advanced selling skills. Guided customer through the purchasing decision and activations process, and educates the customer on their new purchase. Developed new customer prospects or referrals and built customer relationships to drive sales. Achieved sales goals and service performance requirements through new customer sales, sales of accessories and features, and by providing excellent customer satisfaction. Participate in outbound calling programs to existing customer base.