KARALIE P. MURRAY

441 North Palisade Drive | Orem, Utah 84097

(714) 313-9135 | kpmurray@outlook.com

SUMMARY

A results-driven and client-focused Operations and Contact Center Executive with extensive experience in

support services, process implementation/improvement, customer/technical support, project

management, training, quality assurance, and strategic planning. Possesses the proven ability to create

strategic alliances with organization leaders to align with and support key business initiatives effectively.

Builds and retains high-performance teams by hiring, developing, and motivating skilled professionals.

Lays the foundation for continued success, with a solid commitment to excellence.

KEY ACCOMPLISHMENTS

  · Oversaw implementation of new phone system, resulting in cost savings and improved customer experience.

  · Trained staff in solutions, systems, databases, policies, and procedures while focusing on minimizing errors and

generating superior results.

  · Boosted customer service ratings by 12% through establishment of performance expectations, new processes,

and improved workflow.

  · Initiated contact center project, establishing KPIs and standardized call flows and implementing call recording and

quality monitoring. Reengineered accounts payable, purchasing, and accounts receivable departments, improving

production and reducing costs.

  · Mentored and coached employees, resulting in advancement within department into sales, QA, professional

development, and IT.

  · Merged multiple support organizations post acquisitions.

  · Initiated customer service week, February Fun, and other employee engagement activities.

  · Developed training management system.

  · Designed and implemented QA process for two major departments, reducing errors and reprint costs.

EXPERIENCE

SCANTRON CORPORATION, Santa Ana, California

Vice President Support Services, Standard Forms Operations, 2011-2015

Integrated customer support for three software companies. Established processes to improve customer experience.

Deployed and managed companywide incident tracking system. Directed telecom initiative integrating four systems into

one system, saving $100,000 monthly. Led technical support organization through merger of three companies. Provided

guidance to merge and cross-train team. Drove team to meet established KPIs, ensuring customer satisfaction. Handled

customer escalations for over 25 unique applications. Acted as voice of customer in product discussions. Worked closely

with engineering and product managers.

  · Collaborated with IT on managing telecom for company, including designing call flows and integration of four

telephone systems.

  · Deployed and managed companywide system for incident and change management.

  · Provided application training to company employees.

  · Spearheaded implementation of incident and change management system, resulting in savings of $500,000.

  · Oversaw implementation of new phone system, resulting in $75,000 monthly cost savings and improved customer

experience. Trained staff in solutions, systems, databases, policies, and procedures while focusing on minimizing

errors and generating superior results.

  · Mentored and coached employees, resulting in advancement within department and professional services.

  · Merged multiple support organizations post acquisitions.

  · Led customer service week and initiated February Fun and other employee engagement activities.

Karalie P. Murray, Page 2

Vice President Customer Contact, Software Support, Standard Forms Operations, 2010-2011

Led contact center improvement initiative improving customer experience across all company contact centers. Improved

call flows throughout organization. Established performance metrics for contact centers. Supplied operational leadership

to contact centers. Implemented call recording and quality monitoring. Worked closely with standard forms sales team

to develop performance goals, improve processes, and establish territories and quotas. Negotiated large pricing

agreements. Handled customer escalations. Led employee engagement activities, including Customer Service Week.

  · Managed $33,000,000 standard forms sales team and software support teams.

  · Boosted customer service ratings for acquired support organization by 12% through establishment of

performance expectations, new processes, and improved workflow.

  · Initiated contact center project, establishing KPIs and standardized call flows and implementing call recording and

quality monitoring.

  · Mentored and coached employees, resulting in advancement within department.

  · Merged multiple support organizations post acquisitions.

  · Initiated Customer Service Week, February Fun, and other employee engagement activities.

Associate Vice President Technical Services and Support, Irvine, California, 2008-2010

Merged two support teams exceeding expected service levels and satisfaction ratings. Provided product and procedure

training to support staff and other employees. Implemented new incident tracking system. Designed workflows, data

integrations, and procedures for system. Provided training to system users.

development process. Deployed live chat service for customer support. Provided management to technical support

teams, merging teams post acquisitions. Established and managed renewal process.

solutions to support technical support team. Established pricing for professional services.

  · Provided quotes for custom services.

  · Handled customer escalations related to product, support issues, or renewals.

  · Developed employee development plans.

  · Provided product and process training to team members.

  · Merged two technical support teams exceeding expected service and satisfaction levels.

  · Provided product and procedure training to support staff and other employees.

  · Implemented new incident management system.

  · Deployed CHAT service for customer support.

  · Maintained service levels and satisfaction ratings with 10% staff reduction.

Director of Quality and Technical Support, 2006-2008

Continued to improve satisfaction ratings and performance metrics for technical support. Developed quality incident

tracking system for printing, graphics, and survey services. Identified process gaps and implemented changes to prevent

future errors. Developed and managed quality program for survey group. Created tracking system for projects and

reporting of performance and error rates.

  · Identified areas for potential failures and applied processes to prevent errors.

  · Led technical support team to provide excellent customer support.

  · Provided product and process training for support engineers.

  · Oversaw development plans for employees.

  · Increased Customer Satisfaction rating to 97%.

  · Developed quality incident tracking system for survey services division.

  · Created quality assurance process.

  · Identified gaps in processes and implemented changes to prevent errors.

Increased involvement in product

Implemented and managed

Karalie P. Murray, Page 3

Manager Technical Support, Director Technical Services and Support, 2004-2006

Improved customer satisfaction rating. Reduced average speed of answer and reduced max wait time. Developed

department procedures ensuring consistent customer service. Supported customers through initial beta and pilot stages

for new flagship product. Established and managed relationships for outsourcing projects related to new flagship

product. Participated in development and change meetings for all hardware and software products. Established

reporting and escalation procedures for customer issues. Created processes and established KPIs for department and

individual performance. Led support engineers to improve performance. Changed department focus to the customer and

improving the customers’ experience.

  · Established first-class technical support department.

  · Trained engineers on products and processes.

  · Managed tools and systems needed to support technical engineers.

  · Supported customers through new product launch.

  · Established services and managed partnerships to deliver services.

  · Acted as voice of customer in product meetings.

  · Created product certification testing to identify knowledge gaps and accuracy of engineer's product knowledge.

  · Restructured technical support department into customer-centric organization.

  · Increased satisfaction rating by 5% in first year.

  · Reduced ASA to under 30 seconds and Max Wait to under ten minutes.

  · Led team through multiple new product launches.

  · Increased technical skills of department, introducing SQL, IIS, PHP, Linux, and Apache.

  · Managed and established relationships for outsourcing projects related to new flagship products.

  · Established communication channel and processes for escalation and resolution of customer issues.

ADDITIONAL EXPERIENCE

Manager Professional Development, 2002-2004. Merged two training departments post acquisition. Designed

training management system automating processes and reporting. Established processes improving productivity and

increased revenue. Maintained large team of contractors.

Manager Process Improvement and Imaging, Tustin, California, 2000-2002. Developed applications to track

production. Provided process improvement services and custom forms to purchasing, human resources, sales,

accounting, and finance. Converted file room staff to document management team, utilizing electronic document

storage. Expanded services to human resources, finance, purchasing, and sales.

Manager, Accounts Payable; Manager Accounts Receivable, 1996-2002 (concurrent). Streamlined processes

increasing productivity. Implemented electronic document management solutions. Automated check and purchasing

request processes.

CALCOMP, Anaheim, California, Treasury Clerk, 1988-1996. Performed data entry employee receivables and accounts

receivable. Handled cash management and forecasting. Created and posted accurate general ledger entries. Reduced

employee aging from over 300 pages to under 50. Identified employee fraud of $160,000. Participated in SAP

implementation, creating processes, documentation, and training for cash management and employee receivables.

COMPUTER SKILLS

Windows, MAC OS, SQL, IIS, Microsoft Server, Apache, Microsoft Office, Imaging, and OMR scanners