Elizabeth Murillo Page | 1

Elizabeth MurilloSan Diego, CA 92115 • (858) 242-7206 • elimurillo17@gmail.com

Management ProfessionalProject Management | Team Management | Customer Service

Successful track record of leading cross-functional groups to meet project goals as well as external customer needs in Customer Service, Business Administration, Sales and Marketing support environments. High-performing customer service professional with a comprehensive blend of project management, planning, organizational, and communication skills.

Career ProfileStrong leadership skills to facilitate department efforts towards identifying Client success factors, developing department Key Performance Indicators, and coordinate cross-functional collaboration to meet goals. Proven ability to motivate group to achieve optimum performance levels. Significant experience managing teams in a fast paced and stressful environment. Peak performer able to work with minimal oversight or direction and with a strong commitment to high quality work and timeline management. Characterized as being an organized and highly capable team player with demonstrated ability to make informed decisions, change priorities quickly, and meet established deadlines for several projects simultaneously.

Core competencies include:• Project Management • Working with deadline driven goals• Team Leadership • Working in fast paced environment• Team and Department KPI’s • Customer Service• Training Development • Advanced Computer Skills• Process Improvement (Kaizen Leader)

• Lifelong Learner• Technical Troubleshooting

Team Management ● Facilitated Sales and external customers’ needs and/or pain points so that we can effectively address

the issues within our response. ● Operational Excellence Training for Kaizen leadership – Successful in identifying process improvement

and developing a plan to streamline process to meet the company’s needs.● Directed and coached groups in a fast passed, High Stress environment.● Managed department of Customer Service Representatives in a high paced call center environment.

Able to provide appropriate training and guidance to ensure that the department objective is met in a timely manner.

● Optimized performance within a Customer Service Call Center by developing and updating process and polices.

● Developed Key Performance Indicators – Instituted KPI assessment plan for Customer Service Department which resulted in department optimization and reconfiguration.

● Enhanced Problem Solving skills - experience in work with customers internal/ external to proactively identify and address issues.

Internal/External Support Services● Ability to multi-task and work effectively, both independently and in teams, to ensure timely

completion of assignments.● Over 10 years’ experience in providing direct and remote support to sales and directly to customers.● Demonstrated critical thinking skills to effectively multi-task and manage multiple projects within high

pressure, deadline-driven environments.● Organized- attention to detail, and utmost professionalism while providing a high level of dedicated

service and support to internal and external customers. ● Expressed superior communication and negotiation skills to coordinate cross-functionally within an

organization and effectively present solutions to a variety of audiences.

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Professional ExperienceXIFIN Inc. Aug. 2014 - PresentClient Success ManagerResponsible for ensuring XIFIN LIS and ProNet customer receive the highest level of service. Responsible for ensuring all needs are met and that all support and development requests are managed in a timely manner. Responsible for running company product trends as they relate to each individual customers (request types, request volume, up-time). Provide recommendations to customers regarding trends and process improvement opportunities for their workflow. Develop internal company processes to ensure the highest visibility to customer trends. Develop customer training and webinars so that customers are using the system as efficiently as possible. Responsible for providing effective leadership for our LIS and ProNet Client Success Team. Develop and manage department processes and procedures for providing superior support for both XIFIN LIS and XIFIN ProNet Customers. Develop and monitor Client Success productivity and performance metrics. Responsible for developing and maintain all training content for both XIFIN LIS and ProNet products.

Shire Regenerative Medicine-San Diego, CA 2012 – March 2014Customer Service SupervisorSupervise and coordinate activities of Customer Service department with a call center staff of 18 people. Plan and devises work schedules, according to department workload. Developed metrics plan to be able to observes and evaluate the departments and individual Customer Service Representatives performance. Review department and Customer Service Representative Metrics to ensure quality of work. Review reports, records, and applications for accuracy and content, and corrects errors. Provide feedback to direct reports on performance and areas of improvement on a monthly basis. Developed training plans and training materials for on-boarding of new employee’s and new company policies roll-outs. Assist Customer Service Representatives in resolving customer complaints and answering difficult questions from customers regarding services and procedures. Work closely with other departments and management to resolve problems and expedite orders to ensure customer satisfaction. Work with cross functional teams in developing new Return Material Authorization (RMA) system and process needed to meet the company’s needs. Provide recommendations to management regarding staffing needs and process improvement opportunities for the department. Developed plan to reconfigure department workflow which resulted in increased department efficiency and team moral.

CareFusion-San Diego, CA 2008 – 2012Sr. Proposal Manager- Marketing, Dispensing (Pyxis® products)Responsible for managing the overall bid/proposal process which includes reviewing, responding, coordinating, scheduling, communicating and securing the appropriate approvals. Responsible for leading, training and mentoring junior Proposal Managers. Provide support to sales in the Strategic planning of the response. Support with Sales to evaluate the customers need and/or pain points so that we can effectively address the issues within our response. Lead cross functional teams of up to 20 people to ensure the responses provided highlight how we can meet the customer’s needs. Responsible for the overall quality of Bids and RFPs including consistency within the documents, completeness, appropriate responses to information requested and inclusion of appropriate contracts and/or other documents.

Toro Micro-Irrigation– El Cajon, CA 2007 – 2008Marketing Coordinator/ Executive AssistantProvided support to marketing manager and serve as Marketing Coordinator for the marketing department. Support provided included making all arrangements for trade shows, maintaining all trade show materials. Managed trade shows calendars and registration information for reoccurring shows. Worked with marketing and sales teams to insure that all trade show and marketing needs are met for each event. Responsible for transport of all trade show materials to events. Provide remote support to sales force of 20 sales representatives in the United States and Latin America. Ensure that they had everything they need to effectively preform their job in the field.

Education/ Certificates

Bachelors of Science- Criminal Justice – San Diego State University, Graduated May 2005Situational Leadership Training – Analyzing Behavior, San Diego, CACivil Treatment Training – Employee Management, San Diego, CAHigh School Diploma – James Madison High School, San Diego, CAKaizen Leadership Training – Operational Excellence Program, San Diego, CA