Elaine Murphy

Experience

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  Teleperformance

  Nov 2006 - Feb 2013

  Quality operations Manager

  Accountable for Quality and delivery of excellent Customer Experience across 3 different lines of Business within the Virgin Media account. Working as part of the Operations team to identify knowledge gaps and areas of improvement to improve the customer journey. Direct Line Manager to 14 Quality Assessors. Ensuring that deadlines were met for key Quality /NPS metrics. Analyse and identify trends, construct reports and determine opportunities for improvement within the customer journey. Deliver and present weekly/monthly, annual service reviews to our Client. Show less

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  Sky

  Feb 2013 - Jul 2015

  Sales Centre Manager

  • Direct management of Sales Centre Operations with responsibility for 10 Team Managers & 120+ Sales Advisors• Manage change and implement operational alterations • Identify opportunities for growth and revenue increase• Daily performance updates with sales directors to ensure targets being met• Adapt core incentives to meet targets and underpin success in seasonal business objectives• Continuously review on-going specific Sales training to meet the needs of fast paced environment• Implement supportive Performance Management techniques to improve results• Manage and Drive Quality/NPS/CSAT initiatives to deliver best experience possible, work closely with Quality team to ensure key objective being met and any gaps highlighted• Collaborate daily with our Sales and Marketing team ensuring effective messaging to both customers and internal teams• Demonstrate excellent leadership across all teams, encourage open feedback between each other and use effective communication to drive business goals• Provide 121 support and performance coaching, working together with Team Managers to get the best results Show less

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  Sysnet Global Solutions

  Jul 2015 - Apr 2018

  Manager, Customer Success

  Responsible for leading all aspects of Customer Service within large client partnering service centre providing PCI compliance support & cyber security and risk managementResponsible for direct leadership of Customer Service Management team & Customer Experience leaders with overall responsibility for all service centre KPI'sPerformance Coaching and goal setting focus with objectives clearly set and feedback culture built to support new Quality frameworkCollaboration with internal teams, training, HR and Technology teams ensure training remained relevant and supported organisational goals. Show less

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  Devine's Worldwide Chauffeur Services

  Apr 2018 - Aug 2019

  Customer Support Manager

  Responsible for leading day to day Operations of customer service team and Client support teamsCommunicate and drive awareness of team performance at senior levelClient relationship management –Direct responsibility for all aspects of client management, initial onboarding through to final delivery of services. Continuous review of client contracts, client contract specifics and ongoing review of retention and growth plans. Responsible for successful performance against internal KPI’s and customer SLA expectations. Ongoing coaching program in place with effective feedback delivered to support specific objectives and KPI'S. Worked on a collaboration project with HR and senior management to improve internal communication around business goals and objectives driving up engagement levels and supporting attrition reduction. •Identify process improvement opportunities, achieved through effective utilisation of technology systems Show less

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  XBP Europe

  Aug 2019 - May 2025

  Senior Client Relationship Manager

  Responsible for Client relationship management across multiple high profile clients, ensuring client satisfaction and client retention. Contract ownership including governance model, financial obligations and Service reviews. Responsible for all renewal opportunities and exploring all revenue enhancing opportunities.

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  TELUS Digital

  May 2025 - now

  Compliance & Strategy Senior Manager