Redington Shores, FL 33708 Email: jmurr758usa@yahoo.com Telephone: 727.392.

0453

Joseph Murray

~ Proven Management Professional ~

In addition to being a military and law enforcement veteran, I bring to the table more than 15 years of progressive career movement, successful customer service, and public relations management expertise. I possess the ability to perform under pressure in mission-critical environments by building and mentoring strong, talented and responsive teams that provide the highest levels of both internal and external customer satisfaction.

HIGHLIGHTS OF QUALIFICATIONS
Fraud Investigation/Trends Experience * Call Center Management * M.B.A. Management Lean Six Sigma Black Belt * Motivated Self Starter * Strong Interpersonal Skills Strong Team Development Skills * Trainer & Mentor * Organized/Detail Oriented Calm, Authoritative Leadership * Powerful and Energetic Public Speaker

SELECTED PROFESSIONAL ACHIEVEMENTS MANAGE teams of 17 first party credit card collectors and 20 third party check collectors simultaneously with a focus on quality control/call monitoring/regulatory compliance DROVE a 25% annual revenue increase compared to previous management. CREATED reward recognition programs and contests to drive performance, improve employee morale, team-building and focus on revenue improvement and retention. EXERCISED strong supervisory skills by managing Teams for four years, and developing staff skills to achieve the highest levels of performance. CONSISTENTLY ACHIEVED/SURPASSED all revenue, margin, and profit improvement objectives by training and focusing on the details required to gain customer loyalty and references.

EDUCATION & CERTIFICATIONS

Master of Business Administration American InterContinental University, Hoffman Estates, IL Bachelor of Science; Criminal Justice American InterContinental Univ., Hoffman Estates, IL Lean Six Sigma Black Belt Various courses and certifications including FEMA Incident Command, numerous law enforcement training involving illegal drugs, gangs, investigative techniques, driving, et al.

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Email: jmurr758usa@yahoo.com

Telephone: 727.392.0453

~ PROFESSIONAL EXPERIENCE ~
FIDELITY NATIONAL INFORMATION SERVICES, St. Petersburg, FL 2006 Present Call Center Manager (2008 Present) Consistently achieve/surpass all revenue, profit and margin goals and targets. Successfully managed four Collections Teams and developed staff skills to achieve the highest levels of performance and customer satisfaction. Revitalized and enhanced customer service resulting in a 20% gain in Quality Scores. Drove a 25% increase in annual revenue over previous management. Interview, hire, train, mentor and monitor assigned personnel to quickly gain productivity and proficiency. Targeted with more than $12M in annual revenue.

Fraud Investigator (2006 2007)

Identified trends and instances of check fraud occurring at partner merchants. Collected evidence to support cases and liaise with local, state and federal law enforcement to secure successful prosecution. Testified in court cases and legal proceedings. 2004 2006

PINELLAS COUNTY SHERIFFS OFFICE, Largo, FL

Detective

Monitored, tracked and enforced Florida State Statues relating to registered sexual offenders and predators. Partnered with diverse law enforcement and governmental agencies nationwide. 1995 2004

CITY OF ORLANDO, Orlando, FL

Police Officer

Charged with monitoring passenger screening operations at Orlando International Airport Served as squad leader in charge of Police Operations at screening check points Trained in riot control tactics and served as Assistant Squad Leader, Crisis Negotiation Team Member and Undercover Narcotics Detective. Helped defuse conflicts in a public environment regarding public safety and property damage. Protected personal and government property.

Affiliations: Big Brothers / Big Sisters Pinellas County (Board of Directors-Spokesperson) Redington Shores Surfside Beach Club - President http://www.jobfox.com/people/Joseph-Murray