Karen Murphey
Cleveland
Summary
Knowledgeable and dedicated customer service professional, solid team player with outgoing, positive demeanor and satisfaction and contribute to company success.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
8
8
years of professional experience
Work History
Care Resolution
Whirlpool
09.2019 - Current
- Assist escalated customers to reach a resolution that is agreeable to them and within guidelines established by Whirlpool
- Developing and maintaining business relationships with service companies
- Obtaining knowledge of Whirlpool family products to assist customers and Care Experts alike
CCT and AIG Consumer Care Expert
Whirlpool Corporation
05.2017 - 09.2019
- CCT - I obtained negotiation and de-escalating skills, therefore, improving customer experience and providing the utmost in customer service
- AIG Team/Third-Party Team - I assisted on the Lead team as a backup, processed PEX's, handled emails and voicemails from customers and service providers, assisted on Warranty of Work sheet
- Trained new hires to AIG team and assisted in helping other team members refresh their knowledge of processes and procedures
Education
Associates of Science - Oce Administration
Chattanooga State Technical Community College
05.2008
Skills
- Trusted Care Squad
- Mentoring
- Applied Learning
- Correspondence Email
- Mass Brand Helper
- Product Exchange Helper
- Home Delivery Helper
Awards
- Recipient of Who's Who of Junior Colleges
- Dean's List Award
Special PEX Project
Worked 1:1 with all of Whirlpool's PEX only companies to streamline their processes and escalations. Provided a form for any request regarding an exchange. Provided time during the day to talk with any of the 17 companies we have contracted with over the year and 7 months. I have improved the relationships with these companies and Whirlpool CX PEX team members. I have assisted some of the companies in expanding their service territories.
Timeline
Care Resolution
Whirlpool
09.2019 - Current
CCT and AIG Consumer Care Expert
Whirlpool Corporation
05.2017 - 09.2019
Associates of Science - Oce Administration
Chattanooga State Technical Community College
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