Summary
Overview
Work History
Education
Skills
Timeline
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Alice Murphy

Rochester

Summary

Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.

Overview

13
13
years of professional experience

Work History

Customer Service Rep/Billing /Data Entry Clerk

Onyx Waste Services
Rochester
05.1999 - 06.2003
  • Implemented innovative methods for streamlining the customer service process.
  • Took special orders in person and over telephone, generating additional revenue every month.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Answered customer inquiries via phone, email, and chat.
  • Collected deposits or payments and arranged for billing.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Resolved customer complaints promptly and efficiently.

Customer Service Manager

Walmart
Rochester
02.1995 - 04.1999
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Conducted research and reviewed findings to solve customer issues.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Provided exceptional customer service to ensure customer satisfaction.

Customer Service Rep/Sales Associate

Charter Communications, Time Warner Cable
Rochester
04.1990 - 02.1995
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided accurate information about products and services to customers.
  • Supported sales team members to drive growth and development.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Developed strong customer relationships to encourage repeat business.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Answered customer inquiries via phone, email, and chat.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Education

High School Diploma -

John Marshall High School
Rochester, MN
06-1975

Skills

  • Customer service
  • Billing adjustments
  • Database management
  • Technical support
  • Sales processing
  • Complaint resolution
  • Conflict resolution
  • Team leadership
  • Time management
  • Data entry
  • Product knowledge
  • Typing 77 wpm
  • Task prioritization
  • Multi-line telephone operations
  • Product sales
  • Refunds processing
  • Problem resolution
  • Multi-task management
  • Microsoft office expertise
  • Typing proficiency
  • Credit card payment processing
  • Problem-solving
  • Customer relations

Timeline

Customer Service Rep/Billing /Data Entry Clerk

Onyx Waste Services
05.1999 - 06.2003

Customer Service Manager

Walmart
02.1995 - 04.1999

Customer Service Rep/Sales Associate

Charter Communications, Time Warner Cable
04.1990 - 02.1995

High School Diploma -

John Marshall High School

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Alice Murphy