NIDIA B. MURILLO
Davenport,FL
Summary
I started very early in the working world. In this sense, constant preparation in study and training has been relevant to equip me with skills and self-confidence during my career. My experience is based on my step-by-step climb through the hierarchical levels, from the basic and operational to the complexity of business management. I identify myself as a cautious professional who investigates carefully to obtain sustainable results.
Experienced with leading customer support teams and driving operational efficiency. Utilizes strong communication and problem-solving skills to enhance team performance and customer satisfaction. Track record of effectively managing conflict resolution and process improvements.
Overview
23
23
years of professional experience
Work History
Remote Customer Support Team Lead
J&S Renovations LLC
01.2024 - Current
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Streamlined support processes for improved efficiency and reduced response times.
- Responsible for drafting and sending responses to customer billing inquiries and claims
- Implemented training programs to enhance team knowledge and performance, resulting in higher customer satisfaction rates.
- Identified and resolved discrepancies and errors in customer billing accounts.
- Trained the team with verbal and written communication skills to resolve and submit responses to customer inquiries and billing complaints
- Fulfilled daily and monthly billing operations, including processing payments and managing cu.
- Interacted with complex databases and billing systems to resolve customer concerns
- Spearheaded initiatives aimed at reducing average handle time while maintaining high-quality interactions with customers.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Collaborated with cross-functional departments to update teams on current products, services and troubleshooting techniques.
- Collaborated with cross-functional teams to address customer needs and improve overall experience.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Investigated and resolved accounting, service and delivery concerns.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Professional Advisor and Consultant
Independent professional
04.2016 - 12.2023
- Strategist in Business Growth and Remodeling
- Finance, workgroups, work assignments, distribution of responsibilities
- Marketing Specialist
- Development of internal and external campaigns for the storage of laggard products
- Development of Talent Acquisition procedures
- Internal Customer Marketing Specialist
- Preparation and development of programs for the elimination of labor conflicts and continuous rotation
Business Consultant Investigator of Critical Points of Productive Decline
Independent professional
10.2006 - 04.2022
- Improved internal recruitment filters
- Planned and coordinate 20 client testimonial presentations each month
- Investigator of critical points of productive decline
- Strategic communication approach to reveal aspirations and needs that could interfere with optimal job performance
- Developed 4 manuals with tactical linkage with customer preferences to outperform competitive offers
- Preparation and pursuit of real incentives for the achievement of multiple short-term goals
- Self-criticism and agile rethinking of weak tactics
General Manager Riviera Del Mar Village Community
Playas
04.2017 - 01.2022
- Planned and supervised the annual General Budget over 1 Million dollars
- Management of operational teams of 62 members for maintenance, construction, accounting, finance and administration
- Developed of collection tactics
- Developed Talent Management
- Talent acquisition approval
- Planned of conflict mediation strategies
- Evaluation and correction of audit results of administrative, financial and operational management
- Advice to the Board of Directors on legal and community leadership procedures
- Direction of construction planning, repair and remodeling of common properties
- Coordination with city authorities
- Participation of community safety strategies
- Auditing of maintenance and office supply resources stock
VW Brand Manager
Induauto Volks Wagen
02.2002 - 02.2006
- VW brand steering and handling
- Managed a team of 27 auto salespeople, 16 mechanics, and 14 customer service specialists
- I collaborated with the process of selection, training, and evaluation of the teams under my direction
- Implementer of Budgets, Campaigns and Sales Strategies
- Guayaquil Sales Team Leader
Education
Master's Degree - Business Management
Universidad Espíritu Santo (UEES)
EcuadorCommercial Engineer - Business And Marketing
Universidad De Guayaquil
EcuadorInternational Leadership Certification - Educational Leadership And Management
Universidad Espiritu Santo, ESAI Business School UEES; Ken Blanchard
Ecuador - USACommunity Manager Certification - Social Media Marketing
Universidad Espíritu Santo (UEES)
EcuadorTraining of Trainers - Labor Competences - Human Resources Management
3 CP
EcuadorIntensive English Program - English Language
Valencia College
Orlando, FL01-2026
Skills
- Strong telecommunications skills
- Excellent oral and written communication skills
- Multitasking Abilities and time-sensitive duties simultaneously
- Customer service excellence
- Customer retention
- Customer data confidentiality
- Ability to customer engage in face-to-face interactions and cold calling effectively
- Fast and accurate phone and email responses to customer billing inquiries
- Calm and professional under pressure
- Quality control
- Inter-department collaboration
- Social media monitoring
- Issue and complaint resolution
- Work prioritization
Scientific Publications
Analysis of Unproductive Management in Products and Services Marketing Companies, Nidia Murillo, https://polodelconocimiento.com/ojs/index.php/es/article/view/4688
Personal Information
Nationality: Ecuadorian
Languages
Spanish
Native or Bilingual
English
Professional Working
Timeline
Remote Customer Support Team Lead
J&S Renovations LLC
01.2024 - Current
General Manager Riviera Del Mar Village Community
Playas
04.2017 - 01.2022
Professional Advisor and Consultant
Independent professional
04.2016 - 12.2023
Business Consultant Investigator of Critical Points of Productive Decline
Independent professional
10.2006 - 04.2022
VW Brand Manager
Induauto Volks Wagen
02.2002 - 02.2006
Master's Degree - Business Management
Universidad Espíritu Santo (UEES)
Commercial Engineer - Business And Marketing
Universidad De Guayaquil
International Leadership Certification - Educational Leadership And Management
Universidad Espiritu Santo, ESAI Business School UEES; Ken Blanchard
Community Manager Certification - Social Media Marketing
Universidad Espíritu Santo (UEES)
Training of Trainers - Labor Competences - Human Resources Management
3 CP
Intensive English Program - English Language
Valencia College
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