Jamal Murray

Operations management professional with a strong focus on optimizing workflows and enhancing compliance in dynamic environments. Demonstrated success in leading high-performing teams to achieve measurable improvements in customer satisfaction and operational efficiency. Committed to fostering collaboration and developing staff to align with organizational objectives.

CLIENT SERVICES COORDINATOR 2 - ReEmployAbility - Brandon, FL

(2025-09 - 2026-07)

• Communicated effectively with claimants, employers, and legal representatives daily.
• Coordinated rehabilitation services for injured workers to facilitate recovery.
• Analyzed case files to identify issues and recommend appropriate actions.
• Managed claims process and ensured compliance with state regulations and policies.

OPERATIONS SUPERVISOR - Inktel Contact Center Solutions

(2020-03 - 2024-06)

• Supervised daily operations, ensuring adherence to quality standards and customer satisfaction.
• Optimized customer support by establishing collaborative service environments, improving response times and customer interactions.
• Mentored employees on duty completion, increasing accountability and fostering a culture of teamwork.
• Coached employees on company mission and goals, aligning team objectives with core values to enhance performance.
• Implemented new working processes to deliver multiple improvements.
• Cultivated customer relationships through positive interactions and attentive support, resulting in heightened customer satisfaction.

CUSTOMER SERVICE REPRESENTATIVE - SYKES Lakeland

(2018-12 - 2020-02)

• Provided primary customer support to internal and external customers, achieving prompt resolution of inquiries.
• Delivered customer support to internal and external clients, facilitating timely and effective responses to inquiries.
• Provided tailored advice and assistance to customers, addressing specific needs and preferences to improve satisfaction.
• Recommended products to customers, clearly detailing benefits and features to guide purchasing decisions.
• Recommended products to customers, clearly explaining benefits and features to enhance their purchasing decisions.

CREDIT & COLELCTIONS ANALYST - Convergys

(2011-03 - 2018-08)

• Managed collections processes, achieving timely recovery of outstanding debts.
• Negotiated with clients to secure full debt balances in full.
• Streamlined account management procedures, improving operational efficiency and accuracy.
• Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
• Processed customer payments accurately and efficiently and applied to customer balances.
• Maintained high volume of calls and met demands of busy and productive group.

FORKLIFT DRIVER - Lowe's Distribution Center

(2005-10 - 2010-12)

• Transported goods between warehouse locations, aligning operations with shipment and storage requirements.
• Unloaded trucks and rail cars, organizing materials in staging area to streamline processing.
• Assigned pallets to designated slots on storage racks, maximizing space utilization and ensuring easy access.
• Applied strapping and bracing techniques with proper balancing to secure loads and prevent shifting during transport.

High School Diploma - Thomas County Central High School (2004-06) Thomasville, GA