KATHERINE D. MURRAY
Phone (h) (631-435-2730/ cell (631) 766-2069
38 EISENHOWER AVENUE • BRENTWOOD, NY 11717 e-mail:
katherinedawnmurray@gmail.com
CAREER OBJECTIVE:
Senior leader with proven ability to create service excellence and provide the thought leadership needed to continuously
improve internal communication and associate engagement
QUALIFICATIONS
A strategic thinker and dynamic senior leader who has developed numerous internal and external initiatives aimed at
improving client/associate experience, awareness and education. Development of effective internal communications for
acquisitions, human resource initiatives, training programs, roll out of corporate programs and internal tools. Change
agent with great interpersonal and organizational skills.
WORK EXPERIENCE
BROADRIDGE FINANCIAL SOLUTIONS January 2012- April 2015
DIRECTOR, SERVICE DELIVERY
In this role, I developed several key initiatives to improve delivery of the client-facing applications and developed a Client
Satisfaction Action plan model that led to record levels of Client Satisfaction as well as Associate satisfaction. I
developed a successful management training program using transformational management methods, re-defined the Client
Service Role; working with several teams to roll out the new description and convince stakeholders of the importance of
making an enterprise wide change. I worked closely with Talent Management, the Executive team and HR on the
development of core organizational initiatives, such as an alternative work arrangement strategy, development of a
diversity committee, and created the messaging and rolled out an internal program called “Ask an expert” to the
Americas and to our European teams. Worked closely with Organizational development, participating in the RFP
process to choose the enterprise talent management portal product for the company. I worked with the CIO to develop
Corporate Information Security protocols literature and created a comprehensive client onboarding and off boarding
process.
Established best practices, recommended tools and developed new processes to increase revenue and to deliver
outstanding service to valued clients and partners.
Collaborated with cross functional teams, including Account Management, IT-systems, Project Management, Operations
and Finance to meet the needs of strategic customers and business partners.
Developed call and e-mail mentoring programs that aide in the advancement of client relations administrators written and
verbal communication skills. Developed performance and reporting metrics to drive business strategy, execution and
continued service delivery excellence.
Led and developed associates via performance management, one on one’s and ongoing coaching.
Responsible for developing strong relationships with key decision makers, including directing client visits.
Drove strategic initiatives that improved client retention & satisfaction.
Financial P&L responsibility.
Management of high-level systems projects and creation of project definition documentation to support enhancements to
the systems platform and service model which included KPI’s and productivity tools.
BROADRIDGE FINANCIAL SOLUTIONS
DIRECTOR, CLIENT SERVICE February 2008-January 2012
In this role, I consolidated the business until into 3-tiers based on revenue and the required support structure. I created
an organizational structure that allowed for a more successful method in satisfying larger revenue generation clients
which led to record growth and record client satisfaction. I developed a talent management layout, a client service
matrix that reduced training time by 50%. I developed an awards and recognition program that is now the model for all
client service teams within the organization. I created the program layout for the Marcom Disaster Recovery Program
and all key controls for SOX testing. I developed a PMP grid that focus on KPI’s for the client service teams.
Maintained and developed relationships with senior client contacts, including directing client visits, user group meetings,
conferences and other industry functions.

Monitored risk and exposure as they relate to the business unit and its Mutual Fund clients.
Responsible for product/content development and strategy for existing clients as well as supporting the growth of the
business.
Connected Clients to content management, project management and consulting teams for design and content solutions.
Responsible for approximately 60 client service professionals and over $40 Million in client assets.
Established clearly defined department goals and objectives. Built talent for the future by grooming associates for future
management roles.
BROADRIDGE FINANCIAL SOLUTIONS
MANAGER, CLIENT SERVICE, LOGISTICS & PLANNING May 2006-February 2008
In this role, I developed the Client Satisfaction action plan methodology, which has been adopted by the entire client
service organization; this has helped to improve client satisfaction 95% of the time that it is correctly implemented. I also
developed the SOX protocol for Marketing Communications, defining which controls should be tested and the frequency.
My dedication to continuous improvement of the service team and my ability to successfully execute on several key
objectives led to my promotion to Director in 2008.
Provided monthly key performance measurements and business updates to senior management and analyzed workflow to
create process efficiencies.
Refined process for acquiring customer feedback which led to a 10% increase in client satisfaction year over year.
Client Satisfaction went from 65% to 90% during the six years that I led this group.
Created comprehensive client representative training tools and manuals which include standard operating procedures.
Managed SOX check list and monthly compliance/regulatory tools.
Established metrics & management by objective to monitor team leader and supervisor development.
Conducted regular one on ones and semi-annual and annual associate assessments.
SYMBOL TECHNOLOGIES INC., WORLD HEADQUARTERS November 2003- May 2006
INSIDE SALES MANAGER, LAT/AM/ CANADA
In this role, I was responsible for managing an International Inside Sales team and assisted in the development of new
business division in Latin America, Canada and the West Coast of the US. Much of my work relied on developing key
relationships with partners and clients who sold and distributed our products. I had a very good understanding of the
product capabilities and regularly trained clients and staff on the use and benefits of the technology that the firm
manufactured. I worked with the CEO and COO to re-vamp the Inside Sales team which led to a more focused effort on
building partner relationships/high yielding customer relationships.
Developed, managed and led a team of five international inside account managers that consistently over achieved against
their quota. Conducted performance reviews and created compensation plans.
Created detailed “go-to-market” strategy for Latin American Inside Sales team resulting in $5M in annual revenue.
Developed and delivered all sales related metrics in order to drive key performance indicators and incentive programs
resulting in $500 thousand dollars in net new business.
Developed a management process to create consistency within all sub-regions and to ensure accurate measurement of the
insides sales account managers’ performance.
FOREIGN LANGUAGE Ability to read, write and speak Spanish.
SKILLS Proficient in all Microsoft tools, excellent interpersonal and communication skills;
Experienced in writing corporate announcements, process and definition documentation.
Expertise in M&A and cost containment activities.
HONORS Who’s Who VIP/ Distinguished Leader/Director 2013, Top Female Leader.
ACTIVITIES Chairwoman of the Broadridge Multicultural Associate Network- Professional Dev.
Member of Broadridge Women’s Leadership Forum Corporate Social
Responsibility chapter. Mentor, Executive Policy committee; Leaders as teachers
EDUCATION MASTERS IN BUSINESS ADMINISTRATION.

LONG ISLAND UNIVERSITY, C.W. POST CAMPUS
B.A. ECONOMICS.
STATE UNIVERSITY OF NEW YORK AT STONY BROOK