Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Paul Murillo

TX

Summary

Manager with expertise in interchange optimization and pricing strategies, delivering significant cost savings and enhanced client support. Proven track record in portfolio management and process improvement, driving operational efficiency. Strong negotiation skills resulting in favorable outcomes for stakeholders. Committed to leveraging analytical skills to optimize business performance.

Overview

10
10
years of professional experience

Work History

Assistant Program Coordinator

University Of St. Thomas
Houston, TX
07.2023 - Current
  • Developed project plans for special projects as assigned by Program Coordinators.
  • Managed incoming inquiries from external sources such as partners and clients.
  • Coordinated travel arrangements for Program Coordinators when necessary.
  • Assisted with the coordination of program activities and events.
  • Facilitated communication between internal departments regarding program updates and changes.
  • Maintained an accurate inventory of program supplies and equipment.
  • Created a system to track progress on projects within assigned programs.
  • Assisted with budgeting tasks associated with individual programs or projects.

Retention Account Manager

True Payment Solutions
Remote, TX
03.2023 - Current
  • Evaluated and clarified complex pricing models (interchange-plus, tiered, flat rate), while identifying hidden fees.
  • Responded quickly to customer inquiries, needs, and problems.
  • Conducted customer retention campaigns to ensure long-term relationships with clients.
  • Developed and implemented strategies for improving customer engagement and loyalty.
  • Analyzed customer data and identified areas for improvement in the customer experience.
  • Collaborated with sales teams to identify customers at risk of attrition, and develop appropriate strategies to retain them.
  • Provided personalized support for high-value customers to ensure their satisfaction with our service.
  • Utilized CRM software to track customer interactions, monitor trends, and measure the success of retention programs.
  • Responded promptly to client inquiries regarding account status, billing issues, and product features.
  • Reviewed daily ACH activity to ensure compliance with NACHA Operating Rules and Regulations.

Adjunct Instructor

Angelina College
Lufkin, TX
04.2020 - 06.2023
  • Lectured and communicated effectively with students from diverse backgrounds.
  • Provided student feedback regarding areas in need of improvement and provided additional learning resources.
  • Developed quizzes, exams and assignments to measure student progress and comprehension.
  • Created and implemented course agenda, lesson plans and activities to meet course objectives.
  • Created lesson plans and developed instructional materials covering required topics and learning objectives.
  • Facilitated group discussions, encouraging students to address class concepts to increase understanding.
  • Implemented technological learning tools to increase student engagement and promote positive learning outcomes.
  • Adhered to and promoted university standards for academic achievement and community enrichment.
  • Advised and mentored undergraduate students to promote success and academic progress.
  • Maintained schedule of office hours to assist students and offer educational support.

Technical Director/Director of Goalkeeping

Real Salt Lake
El Paso, TX
01.2018 - 01.2021
  • Delegated work to staff, setting priorities and goals.
  • Prepared athletes for games with well-coordinated schedule of practices and individual training.
  • Monitored safety of training, individual exercises and equipment usage to avoid sports injuries and damage to facility.
  • Adhered to equipment and apparel standards to promote safety and fair play and made new equipment orders when appropriate.
  • Assessed player abilities and assigned positions according to individual strengths.
  • Built strong media and community relationships through positive interaction and communication in support of sports program.
  • Worked with team members bringing diverse range of Soccer sporting backgrounds and competitive interests.
  • Attended events of prospective players, met with families and presented recruitment proposals.
  • Visited other locations to observe potential recruits and determine selections to fill out team roster.
  • Set Training session plans according to the RSL standard
  • Organize Goalkeeper Training Methodology and develop operations of daily training routine
  • Provide Yearly Performance evaluation for coaching staff, Players and Goalkeepers

Inbound Sales Representative

Charter Communications, Spectrum
El Paso, TX
12.2019 - 03.2020
  • Applied good listening skills to determine customer preferences and financial limits.
  • Built trust and loyalty by maintaining professionalism while persuading customers.
  • Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.
  • Improved overall customer purchasing experiences to promote steady revenue.
  • Stayed up to date on company offerings, product inventories and industry trends to increase revenue and maintain customer satisfaction.
  • Closed sales by building rapport and overcoming objections.
  • Presented sales pitches to clients with basic needs.
  • Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
  • Improved profitability and developed pipeline using multiple marketing channels and sales strategies.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Customer Service Representative

Lucchese Brand
El Paso, TX
01.2019 - 08.2019
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Educated customers on special pricing opportunities and company offerings.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Consulted with customers to resolve service and billing issues.
  • Made outbound calls to obtain account information.
  • Improved customer service wait times to mitigate complaints.
  • Mentored new employees on procedures and policies to maximize team performance.

Customer Service Representative

Sirius XM
El Paso, TX
08.2017 - 12.2018
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Educated customers on special pricing opportunities and company offerings.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Set up and activated customer accounts.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Improved customer service wait times to mitigate complaints.
  • Made outbound calls to obtain account information.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Marketing Manager/Administrative Assistant

Projekt Cars
El Paso, TX
02.2015 - 12.2018
  • Developed social media marketing strategies to help brand company and increase sales.
  • Worked with management team to oversee and monitor marketing strategy.
  • Prepared and sent proposals to prospective clients.
  • Evaluated and reported on campaign performance to relevant stakeholders and leadership across organization.
  • Managed creation of marketing materials, collateral and sales support tools.
  • Tracked, analyzed and reported on marketing program results.
  • Delivered compelling sales presentations to demonstrate expert product knowledge.
  • Measured profitability of each product line and maintained current and accurate sales forecasts.
  • Collaborated with other departments to coordinate strategic marketing activities.
  • Planned advertising campaigns for online, print and other mediums.
  • Conducted research to determine ideal markets for products and services.
  • Interviewed and hired talented individuals to add value to marketing team.
  • Supervised creation of marketing materials and collateral.
  • Marketed products and services at tradeshows and promotional events.
  • Delivered marketing strategy updates to upper-level management.

Education

Technical Certificate - Medical Assisting

Kaplan College
El Paso, TX
08.2012

High School Diploma -

El Dorado High School
El Paso, TX
05.2009

Associate of Arts - Sport and Fitness Management

Angelina College
Lufkin, TX

Skills

  • Customer relationship management
  • Retention strategies
  • Conflict resolution
  • Interchange and pricing expertise
  • Sales collaboration
  • Data interpretation
  • Billing management
  • Account management
  • Professional rapport
  • Industry knowledge
  • Portfolio management
  • Market and regulatory awareness
  • Process optimization

Languages

Spanish
Native/ Bilingual

Timeline

Assistant Program Coordinator

University Of St. Thomas
07.2023 - Current

Retention Account Manager

True Payment Solutions
03.2023 - Current

Adjunct Instructor

Angelina College
04.2020 - 06.2023

Inbound Sales Representative

Charter Communications, Spectrum
12.2019 - 03.2020

Customer Service Representative

Lucchese Brand
01.2019 - 08.2019

Technical Director/Director of Goalkeeping

Real Salt Lake
01.2018 - 01.2021

Customer Service Representative

Sirius XM
08.2017 - 12.2018

Marketing Manager/Administrative Assistant

Projekt Cars
02.2015 - 12.2018

Technical Certificate - Medical Assisting

Kaplan College

High School Diploma -

El Dorado High School

Associate of Arts - Sport and Fitness Management

Angelina College

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