1. MURRAY H. WHEELER, PMP
(512) 335-3403 • murray_wheeler@icloud.com • www.linkedin.com/in/murraywheeler
SENIOR LEADER: CUSTOMER SERVICE • TECHNICAL SUPPORT • CUSTOMER SUCCESS
Achievement Driven • Customer Focused • Problem Solver • Detail Oriented • Innovative • Risk-taker
Successful customer advocate and change agent in both startup environments and fortune 500 call
centers. Led several key initiatives in large call centers to re-engineer operations and success metrics to
improve customer satisfaction and reduce operational costs.
Proven leadership in customer acquisition & retention at several software as a service (SaaS)
startups. Consistently increased conversion of trial customers and decreased cancelation rates for
paying customers through targeted programs to improve customer satisfaction. Analyzed data to find
patterns and identify customers that are at risk and proactively go after them.
Hands-on, tech savvy leader able to learn new products quickly as well as successfully implement the
latest technology into the contact center.
Bare walls to lots of calls (Experience from early stage startups through Fortune 500 contact centers)
Skills, Knowledge, and Abilities include:
Ø Multi-channel Contact Center
Operations
Ø Fortune 500 Contact Center
Management
Ø Voice of the Customer Programs
Ø Long-term Strategic Planning Ø Database Design and SQL Ø Customer Retention Strategies
Ø Employee Development Ø Cross-functional Leadership Ø Process Re-Engineering
Ø Early Stage Startups Ø SaaS Customer Success Ø Reporting and Data Analytics
Project Management Institute (PMI), License 1847038
SELECT CAREER ACCOMPLISHMENTS
Contact Center Management, Project Management, Reporting & Analysis:
• Reporting & Analytics - Implemented a data warehouse to automate the collection of all contact center related
information and electronic distribution of reporting and analytics at both Dell and LegalZoom
• Enterprise customer support - Supported fortune 500 companies with 24x7 support contracts at Apple.
• Online Support - Created Apple Computer's on-line Support Communities.
• Organized cross-functional team of managers to ensure reports met call center requirements.
• Coordinated multi-location call centers that handled over 10,000 calls per day while reducing costs,
enhancing quality service, and increasing productivity levels.
• Developed and launched job rotation program for level 2 and 3 technical support teams at Apple.
• Benchmarked performance metrics to gauge effectiveness and align center with organizational goals.
Start-up Operations, Software as a Service (SaaS) Support:
• SaaS Customer Success - Built infrastructure for customer service, technical support, and professional
Services teams at 4 early stage startups and oversaw daily operations.
• Professional Services - Expanded support operations to include professional services team, responsible for
new account setups and onsite customer training.
Process Re-Engineering, Efficiency Improvement, and Cost Reduction:
• Saved Apple over $1 million per year by implementing changes to the laptop repair process. This involved a
cross functional team within Apple and the contracted repair vendor.
• Multi-Site Call Centers - Reduced transfer rates significantly by leading efforts to redesign Apples call flow.
• Spearheaded redesign of Apple’s internal web-based technical support tools.
• Instituted escalation processes and standards for multiple Apple locations during period of rapid growth
• Orchestrated several key initiatives, including ramping up outsourcing operations, drafting escalation paths,
and executing desktop tools strategy.

2. MURRAY H. WHEELER page 2 of 2
(512) 335-3403 • murray_wheeler@icloud.com • www.linkedin.com/in/murraywheeler • Austin, TX 78729
P R O F E S S IO N A L H IS T O R Y
SELF EMPLOYED 05/2014 – PRESENT
Consulting - Customer Success, Technical Support, Customer Service
Consulting with startups and entrepreneurs on managing customer relationships, developing customer focused
teams, and building the supporting infrastructure.
SHIPSTATION.COM – AUSTIN, TX 10/2012 - 04/2014
Director of Customer Support
Early stage SaaS startup focused on simplifying shipping & inventory management for multi-channel online sellers.
Built Customer Success (Service & Support) team from the ground up. This included hiring staff, implementing
systems, building business processes, creating reports, establishing success benchmarks, training, and coaching.
Company was purchased by Stamps.com for $100 million in cash and stock.
LEGALZOOM.COM – AUSTIN, TX 11/2010 - 10/2012
Senior Manager for Reporting, Analytics, and Quality Assurance
An easy-to-use, online service that helps individuals and businesses create their own legal documents.
Provided reporting and analysis for all contact center activities to management and executive teams including net
promoter scores. In addition, managed quality assurance team responsible for an awesome customer experience.
SMARTSWINGGOLF.COM – AUSTIN, TX 01/2004 - 09/2005
Director of Customer Service and Technical Support
Startup that manufactured an electronic/intelligent golf club, providing real time feedback along with sophisticated
analytical software. Created and implemented the service/support strategy for product sold direct as well as through
retail channels
COLABRANET.COM – AUSTIN, TX 06/2001 - 04/2003
Director of Customer Support
Enterprise class web application focused on the sales cycle in the electronic components industry including
component manufacturers, distributors, and sales firms. Implemented customer service, support, and training
strategies.
AGILLION.COM – AUSTIN, TX 07/1999 - 04/2001
Director of Customer Service and Technical Support
Well-funded “Internet bubble” start-up that provided a web-based application for small and medium sized
businesses similar to SalesForce.com. Built customer support and professional services from ground up,
implementing scalable systems, efficient business processes, and created an awesome team.
DELL COMPUTER– AUSTIN, TX 07/1998 - 07/1999
Senior Manager for Call Center Reporting and Analysis
Managed team of 10-12 providing all contact center reporting for management and executive teams. Managed
project to build a SQL data warehouse for contact center of over 2000 seats.
APPLE COMPUTER– AUSTIN, TX 08/1992 - 07/1998
Senior Technical Support Manager
Worked with a variety of teams supporting Apple products as well as managed several call center redesign and
implementation projects.
V O L U N T E E R S E R V IC E
Sunday School Teacher Cub Scout and Boy Scout Leader Bethany UMC Board of Trustees
Youth Group Volunteer Dads of Great Students (Watch DOGS) PTA
E D U C A T IO N
Bachelor of Science (BS) - Aerospace Engineering, University of Texas at Austin