1. MURRY BUSHNELL
1717 South Cushman Ave, Tacoma, WA 98404 | C: 2535796464 | MurryBushnell@gmaiI.com
Objective
To bring my experience in agent development and project management in order to help cultivate and strengthen the
performance of any team
Executive Summary
High-energy Manager successful in building and motivating dynamic teams. Cultivates a company culture in which staff
members feel comfortable voicing questions and concerns, as well as contributing new ideas that drive company
growth.
• Operations management
• Staff development
• Policy/program development
» Complex problem solving
Core Qualifications
• Calm under pressure
• Supervision and training
• Procedure development
• Staff retention
Professional Experience
Workforce Management Business Partner 06/2016 to Current
Conduent Kent, WA
Organizing multiple teams in the US and Manila in support of the largest Travel Company in the international market. Using
advanced Excel models, and NICE staffing tools, combined with my own Excel and Staffing Experience I provide support and
planning leading to higher profit and lower costs.
Operations Manager 04/2014 to 06/2016
Xerox/Virgin America Kent, WA
Working directly over 4 Supervisors in support of 100+ agents. Developed better processes for "Burn" and "Elevate" both of which
are Loyalty programs designed to increase sales and knowledge of a young, cutting edge airline.
Customer Care Supervisor 10/2013 to 03/2014
Xerox/Virgin America Kent, WA
Responsibilities included the training and continued development of 16-20 Customer Care Agents, reporting of costs and
earnings from agent work, and creation of training docs for Sabre GDS.
Customer Care Lead 02/2013 to 09/2013
Xerox/Virgin America Kent, WA
Tasked with finding or creating creative solutions to de-escalate irate guests while retaining their business. Other duties
included teaching Reservation Teammates common processes and basic troubleshooting techniques.
Specialized Training
Certification 2015
CRO Certification San Francisco, CA United States
Complaint Resolution Official. Required official for all travel companies handling delicate issues regarding ADAAA.
Certification: Sabre GDS
Sabre
40 hour training with the Sabre Company to become a "Sabre DDS Super-User"
Organizations
Vadis, General Services Administration, Orting Valley Fire Services, and
Americorp.
2014
San Francisco, CA United States