Eliu Murphy
@eliumurphy
I resolve technical eCommerce and financial-services cases through bilingual customer support and root-cause analysis.
ColombiaWhat I'm looking for
I've supported customers at Trambia - Fygaro by troubleshooting eCommerce order-processing errors, payment gateway issues, database inconsistencies, and API integrations. I resolve 15–20 technical tickets daily, assist more than 100 customers weekly, and maintain a 95% satisfaction rate through bilingual English/Spanish support.
I collaborate with developers on integration problems and document workflows and knowledge-base articles that reduce repeat inquiries. My work helped reduce ticket resolution time by 20%.
At US Bank, I managed more than 30 dispute and fraud cases each week, investigating transaction logs, customer data, and supporting documentation while maintaining audit-ready records. I used CRM and case-management systems to reduce average resolution time by 15% and explain findings clearly to account holders.
My background also includes sensitive account management, repayment negotiations, computer programming, and PC repair. I bring technical troubleshooting, compliance awareness, and empathetic communication to remote-first support environments.
Experience
Work history, roles, and key accomplishments
Customer Success Agent
Trambia - Fygaro
Jul 2024 - Jul 2026 (2 years)
Provided technical support for eCommerce platforms, troubleshooting order processing errors, payment gateway issues, and database inconsistencies. Collaborated with developers to resolve API and integration problems, reducing ticket resolution time by 20%.
Managed 30+ dispute and fraud cases weekly, ensuring compliance with federal banking regulations and internal policies. Conducted technical investigations of account activity and utilized CRM and case management systems to track claims, reducing average resolution time by 15%.
Job Title
Optio Solutions LLC
Mar 2019 - Dec 2019 (9 months)
Managed sensitive customer accounts, reviewing financial data and documenting repayment agreements in compliance with company policies. Negotiated sustainable repayment solutions with account holders, balancing customer needs with business objectives.
Education
Degrees, certifications, and relevant coursework
Stratford Career Institute
Associate's Degree, PC Repair
Associate's degree in PC Repair with studies in computer hardware, operating systems, and troubleshooting techniques.
Stratford Career Institute
Associate's Degree, Computer Programming
Associate's degree in Computer Programming with coursework in programming fundamentals, logic, and software development.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Social media
Job categories
Skills
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