Summary
Overview
Work History
Education
Skills
Activities
Timeline
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Clodagh Murphy

Summary

Experienced and customer-focused professional with a strong background in logical problem-solving and a track record of consistently improving customer satisfaction. Skilled in effective communication with customers and vendors, adept at analyzing and resolving complex issues, and meticulous in documenting accurate notes of account interactions. Thrives in high-volume, high-stress environments, demonstrating versatility and adaptability to deliver exceptional results.

Overview

6
6
years of professional experience

Work History

Customer Care / Admin Support

Salt&Lime
09.2023 - 05.2024
  • Assisting customers with inquiries about their accounts, including balance inquiries, transaction details and account statements
  • Helping customers with transaction-related issues, such as processing payments, transfers, or resolving any discrepancies
  • Providing detailed information about financial products and services
  • Addressing and resolving customer complaints or issues related to financial services, ensuring compliance with company policies and regulations
  • Identifying potential risks or fraudulent activity and reporting them to the appropriate department
  • Educating customers on financial literacy, helping them understand terms and how to manage their finances effectively
  • Participated in ongoing professional development activities to stay current on industry trends and best practices in customer care.

Customer Experience promoted to Second Level Support

eBay
04.2019 - 01.2023
  • Analysing and resolving technical problems that require deeper knowledge
  • Managing escalated cases from first-level support and ensuring timely resolutions
  • Working with other departments, such as product and back office teams to address systemic issues
  • Creating detailed reports of issues and solutions for internal knowledge bases
  • Keeping customers informed about the status of their issues and providing updates
  • Assisting in training first-level agents and sharing best practices
  • Developed strong relationships with potential customers for improved brand awareness and loyalty.

Technical Support Agent / Quality Assurance

Concentrix
08.2018 - 04.2019
  • Diagnosing and resolving technical issues for customers with Broadband, Phone and TV
  • Providing guidance on using products or services effectively
  • Recording issues and solutions for future reference
  • Forwarding unresolved issues to higher-level support if necessary
  • Checking in with customers to ensure their issues are fully resolved
  • Assisting in training new staff on technical processes

Education

Business Management Diploma - Human Resources, Finance and Supervisory Management

The Open College
05.2024

Skills

  • Complaint handling
  • Call center experience
  • CRM software
  • Customer response
  • Escalation management
  • Documentation and reporting
  • Payment processing
  • Staff training
  • Quality assurance
  • Performance improvement
  • Procedure optimization
  • Call center operations

Activities

  • I enjoy traveling, listening to music and spending time with my friends.

Timeline

Customer Care / Admin Support

Salt&Lime
09.2023 - 05.2024

Customer Experience promoted to Second Level Support

eBay
04.2019 - 01.2023

Technical Support Agent / Quality Assurance

Concentrix
08.2018 - 04.2019

Business Management Diploma - Human Resources, Finance and Supervisory Management

The Open College
Clodagh Murphy