Melissa L. Murphy

Operations & Customer Support Leader • Greater Sacramento Area, CA
melissamurphy.ca@gmail.com • 415-730-1494 • LinkedIn • Resume (PDF)

Summary

I’m an operations and customer support leader with experience in education-focused, high-volume, and remote-first environments. I’ve overseen support workflows, guided team leads through complex escalations, tracked performance signals, and built SOPs and tools that make systems run smoothly—especially when stakes are high.

Support operations Escalation management Team coaching Process improvement SOPs + documentation Records & compliance

Experience

Registrar & Counseling Secretary (Administrative Assistant II) Davis Joint Unified School District • Davis, CA • Aug 2023 – Present
  • Support a high-volume service desk handling phone, email, and in-person requests in a compliance-driven environment.
  • Serve as an escalation point for complex cases involving attendance, STIS, grades, and policy interpretation.
  • Train and onboard new registrars, sharing workflows, tools, and documentation standards across sites.
  • Build and improve forms, templates, SOPs, and tracking systems that streamline records and attendance workflows.
Section Lead, Student Support Operations Lambda School (BloomTech) • Remote • Jul 2019 – Jun 2021
  • Provided operational leadership and escalation support for up to 15 Team Leads simultaneously.
  • Oversaw support operations at the team level; coached leads on prioritization, sensitive issue handling, and student communication.
  • Monitored team-level indicators (engagement, progress, resolution signals) to spot trends and guide performance.
  • Standardized documentation, escalation paths, and communication practices during rapid growth.
Business Development & Marketing Operations GLI NorCal Landscape Construction • Nov 2012 – Apr 2019
  • Led business development and operations-facing marketing initiatives supporting company growth and client acquisition.
  • Owned website content and inbound communication workflows to support customer experience and lead flow.
  • Developed proposals, client-facing materials, and internal forms supporting onboarding and project kickoff.
Freelance Communications, Marketing & Operations Consultant Independent • Jun 2016 – Jul 2022
  • Supported small businesses and professional service clients with customer communications and operational workflows.
  • Developed and maintained CMS-based websites, client-facing forms, and internal intake processes.
  • Managed multiple concurrent client projects while balancing deadlines and stakeholder feedback.
Customer Support → Technical Support → Credit & Collections Headsets.com • 2004 – 2006
  • Progressed from customer service into technical support and credit & collections roles based on performance.
  • Provided technical troubleshooting support and handled sensitive billing and payment conversations.
  • Balanced customer advocacy with company policies in high-stakes financial situations.

Projects