Board Member: March 2011 - May 2013
As Senior Vice President, Relationship Management and Customer Service, Michael Murphy is responsible for customer acquisition and retention through a meticulous focus on delivering an exceptional customer experience. Leveraging more than 20 years experience establishing and managing retail financial sales and service organizations, Mr. Murphy is focused on optimizing the firm’s interactions with each and every customer and prospect.
Leading more than one thousand front-line sales and service personnel, Mr. Murphy and his team have reengineered the customer experience by focusing the organization on service efficiency and creating a service-to-sales model predicated on expanding customer engagement. Under Mr. Murphy’s leadership of the service and sales organization, E*TRADE has achieved its lowest customer attrition rate, highest customer satisfaction scores, and highest volume service to sales results in the firm’s history.
During his tenure at E*TRADE, Mr. Murphy has created a Platinum Relationship Management team that manages E*TRADE’s most valuable customer relationships with a greater than 97 percent retention rate. He has focused the sales initiatives and distribution channels on providing guidance and advice solutions that empower individuals and raise the bar for value in the market. In addition, Mr. Murphy has expanded E*TRADE’s physical branch infrastructure to 28 strategic locations in major U.S. markets – ensuring the Company reaches 70 percent of its customers within a 50 mile radius.
Mr. Murphy joined E*TRADE in 2003 after a 14-year tenure at TD Waterhouse, where he last served as Senior Vice President, Customer Relationship Management. He serves on the Northeastern Regional Board for Operation Hope. Mr. Murphy holds a Bachelor’s degree in Business Economics from State University of New York at Oneonta.