MANAGERS IN ACTION
In addition, Murga has been playing a significant role at the call center.
He serves as a back-up agent during the call peak call times, delivering stellar customer service to current and prospective tenants who call the company. Murga
has helped train his fellow call center agents as well.
Speaking of the call center, one of above-and-beyond contributions to the
company was his involvement with developing the call in-house team of
agents. According to Fleischman, Murga shared his field-level knowledge with the call
center employees to enable them to improve their selling skills by providing a seamless customer service experience to tenants from their first contact to move-in.
helped the call center and field employees become a more unified she says.
bridged the gap. Now they work more
With training in mind, Murga has been instrumental in strengthening
new hire training program and streamlining the onboarding process for new hires. He
has suggested modifications that have made the process easier. His input has resulted in a more structured, standardized training program as well as improved training
documents. influence in the training realm has also elevated the customer
service of managers and staff members across the organization, especially within
the Texas market where he assisted with the openings of nine new StorQuest stores.
Moreover, despite all of these side projects, Murga produced spectacular results
at all six self-storage facilities he has managed over the past three and a half years.
He increased revenue, occupancy, and performance at each property. Now, as a
been promoted to
district manager of
team lead, Murga is responsible for keeping
tabs on the facilities in his district. He diligently
tracks their performance and ensures that they
meet or exceed the standards for
service and revenue.
Drive For Success
Always adding to his list of challenges, Murga
most recently took over as property manager of
largest self-storage facility, which is
located in downtown Los Angeles. Situated on
South Hill Street, across from the University of
Southern California (USC) campus, the property
features more than 1,600 units and an on-site
U.S. Postal Service office.
Of course, the close proximity to
USC results in a monthly influx of 300-plus
rentals during the student rental season. And
Murga, who hopes to reach a higher occupancy
level and boost the revenue, spent
the beginning of the year preparing for the
spring rental rush and devising ways to further
increase the number of move-ins.
He spent a significant amount of time interacting with USC students and their parents
to promote the facility and its offerings. With
drive and ambition, the USC students
may eventually have access to
product on campus, which, according to Murga,
is what numerous students have requested.
On a personal level, long-term goal
is to advance within the StorQuest ranks. plan
to continue to grow in the he says.
working toward a different level of management. like to be a district
However, Murga adds that he be
happier about his current role in the self-storage
industry. love it. It get boring for me.
Despite the fact that Murga regularly shares
his storage knowledge with customers and
co-workers alike, the best recommendation he
has for other self-storage managers is to always
be upbeat. a good perspective, a good
attitude, and be
Fleischman concurs. can be challenging
dealing with she says. positive
attitude allows you to overcome challenges.
And every challenge creates an opportunity. If
you look at it with that perspective, it allows you
to move the business
Erica Shatzer is the editor of Mini-Storage Messenger,
Self-Storage Now!, and Self-Storage Canada.
THIRD QUARTER 2016