Martha Murphy is an experienced customer service and administration professional seeking a new opportunity. She has over 15 years of experience in roles such as bureau analyst, customer advisor, data administrator, and risk control administrator. Her skills include excellent customer service, data analysis, project management, training, and proficiency in Microsoft Office, SAP, and CRM systems. She is motivated to learn quickly and meet productivity goals.

1. 56 Lea Road
Sparkhill
Birmingham, England B11 3LU
Phone: 0121 773-4651
Mobile: 07815 114 482
Email: martha.murphy @bluey onder.co.uk
Martha D. Murphy
Personal Objective An energetic customer service / administration professional with solid
experience providing excellent customer support. Strong problem-solving
skills coupled with initiative and accuracy, provide a first-rate experience
for the customer and facilitate the development of strong customer
relationships. Self-motivated and hardworking with an excellent track
record of meeting and exceeding productivity targets. Intermediate to
Advanced Excel skills. Able to learn and succeed on a short time scale.
Experience November 2015 – July 2016 (Temp)
Bureau Analyst – Inprova Energy – Studley
 Identify client requirements and implement an appropriate service delivery
plan. Communicate with clients by conducting regular review meetings,
actively seeking to improve client services and retention.
 Regular dialogue with utility suppliers to ensure timely delivery of client
billing data and effective resolution of billing queries.
 Assist in development of proposals for system and process improvements,
to minimise manual intervention and data handling.
 Assist wherenecessary inadditional projects pertainingtobureauservices.
 Provide contractual and commercial support, as required, to other internal
departments.
 Manage an allocated client portfolio on energyTEAM’s Key Accounts and
have input into business development opportunities.
 Maintain a proactive approach to client management, communicating
monthly with clients through meetings, telephone and email contact.
 Preparation of reports in accordance with individual contract requirements
and delivery to specified timescales.
 Maintain an in-depth understanding of the client’s portfolio of sites, to
provide high quality information and advice to clients.
 Provide relevant and timely management information as requested.
 Product development.
 Build successful working relationships with both clients and energy
suppliers.
 Electricity, gas, and water utility bill validation through a range of
commercially available software.
June 2014 – November 2015
Customer Advisor – London & Zurich - Birmingham
 Create new Direct Debit Group Accounts
 Liaise with clients any account changes
 Setup Payment Systems/Process Billing Files
 Train new DD customers on use of portal
 Customer Services calls and queries for internal and external customers
 Managing and creating contracts for group changes
 Administration for the Sales Team
 Project Management for Trade Shows
 Responsible for acquiring all branded marketing materials and clothing
 Assisting with the copy writing of marketing materials and seeing all
materials through to print.
 Documentation of new processes for company manual

2.  Programs used: Excel, C-Series, Word, PowerPoint, In-office payment
processor, Visio, CRM, Neterian
 AML checks & Risk Assessments for new clients
 Training new Customer Services Advisors
 Manage training and boardroom diary
 Assistant to General Manager
Sept 2013 – Feb 2014 ASC Connections (Temp) Redditch, England
March 2014 – May 2014 LPR (La Pallet Rouge) Studley, England
Data Administrator – LPR - Studley
 Receive, analyze and integrate the customer declaration file in the internal
IT system.
 Registerall thedeclared movements, and control andhandle file rejections.
 Inform the customer in specific cases like rejection and non agreed drop
points.
 Create and control matching tables to integrate movements on the good
internal actors.
 Analyze customer’s declaration to ensure all customers’ movements are
correctly declared.
 Control the quality of the declaration file.
 Control timeliness of declaration.
 Keep customer’s flow chart up to date.
 Monthly Dwell Time reports, Weekly Book Stocks
 Weekly & Monthly Invoicing using SAP
 Conduct Audits on site with Customers
 Programs used: Lotus Notes, WEP, SAP, NEO, Excel, Access, Outlook
October 2007 – July 2013 Allianz Insurance Birmingham, England
Risk Control Administrator
 Manage the work diaries for 8-10 surveyors on a daily basis, making sure
they have a full days work in any given geographical area, using Lotus
Notes
 Worked as a team to meet or exceed targets
 Achieve high levels of Customer Service whilst dealing with insureds,
brokers and underwriters to solve problems
 Assist customers with any issues during the appointment making process
to make sure their experience with our company helpful and efficient.
 Responsiblefor weekly reports for RCA’s and Surveyors usingLotus Notes
and Excel
 Carry out introductory training for new starters and surveyors
 Active member of CSR committee, helping to save our environment
May 2005 – October 2007 Co-op Travel Birmingham, England
Foreign Exchange Cashier
 Area Coordinator of 14 shops
 Managing Foreign Exchange Bureau including stock levels and bi-
weekly inventory
 Responsible for AML reporting and paperwork
 Customer service for travel section and answering phones
 Meeting and exceeding sales targets
 Handling large amounts of cash including sterling and foreign banking
April 2004–May 2005 Scrapbook Craft Magazine Skipton, England
Sales & Marketing Manager (part-time WFH)
 Advertising sales for each issue of Magazine. Media packs, rates, ad copy.
 Updating Stockist info prior to each issue being published.

3.  Obtaining new advertising clientele or stockists from various sources, and
liaison with existing customers.
 Also wrote a column for their magazine about Scrapbooking.
Nov 2003–May 2005 Scrapbook Mad Birmingham, England
Store Manager
 Responsible for Inventory, Ordering, Despatching Products
 Day-to-Day duties, Opening & Closing shop, Customer Service, Register
checkout, restocking products.
 Processing mail orders & email orders, packing, invoicing, and charging
customer cards.
 Managing & training employees. Design & Format Classes for customers.
Teach customer classes in shop.
July 2003 –Nov 2003 The Scrapbook House Banbury, England
Trade Sales Manager & Instructor/Designer (full time WFH)
 Obtain new customers using Database and various other sources.
 Visit clients with product samples to discuss their needs, focusing on retail
sales and customer product desires.
 Design class kits for various trade customers, to be taught to their clients.
Travel around England teaching classes and demonstrating products
available.
Sept 1997 – June 1998 RVSI/Systemation New Berlin, Wisconsin USA
Mechanical Designer
 Assemblies for tooling plates using AutoCAD lite and AutoCAD r14.
 Detail drawings for various Focus Factory engineers.
 Engineering change requests for 495 Focus Factory.
 Assisted Focus Factory manager with various paper work.
April 1989 – Sept 1997 Dri-Tec, Inc Milwaukee, Wisconsin USA
Mechanical Design Engineer
 Layout and Assembly of Paper Converting Machinery using AutoCAD r13.
 Detailing and Design work including retrofits for existing equipment.
 CAD System Administrator and networking back-up support.
 Authoring of Dri-Tec’s website.
 Supervision of the night-time shift handling redraws, standardization of
BOM and machinery components.
 Responsible for ordering Engineering supplies and repairs of computers
and other engineering equipment.
Education Sept 88 – Dec 89 Milwaukee Area Tech College Milwaukee, WI
 Diploma Mechanical & Computer Drafting
Sept 06 – Jan 07 TTC Training Birmingham, England
 NVQ 2 in Customer Service
Jan 13 – June 13 Somerset College Birmingham, England
 Certificate in OCR Essential IT Skills (Microsoft Office 2003/2007)
July 13 – Nov 13 Wolverhampton College Birmingham, England
 Certificate in Business and Administration
Dec 14 – Feb 14 Somerset College Birmingham, England
 Certificate in Lean Organisational Management Techniques
Jun 15 – Aug 15 Somerset College Birmingham, England
 Certificate in Equality and Diversity
July 15 – July 15 High Speed Training Birmingham, England
 Certificate in Anti-Money Laundering (AML) and Financial Crime

4. Interests Teaching Crafting. Attending a monthly club for Scrapbooking.
Spending time with my kids and husband. Reading. Genealogy.
Member of DAR. Days out around England, viewing its vast history.