Sandra Murillo
Tracy,CA
Summary
Dynamic customer service advocate with a proven track record in resolving issues, enhancing client satisfaction, and building long-term relationships. Expertise in communication and problem-solving to drive positive outcomes.
Overview
27
27
years of professional experience
Work History
Customer Service Advocate
Restoration Hardware
Tracy, CA
03.2012 - 02.2016
- Delivered exceptional customer support through effective communication and problem-solving techniques.
- Assisted customers with product inquiries, order processing, and returns to enhance satisfaction.
- Resolved escalated issues promptly, ensuring adherence to company policies and procedures.
- Collaborated with cross-functional teams to streamline service processes and improve response times.
Sales Account Manager
American Plastics
Tracy, CA
05.2001 - 03.2012
- Developed and maintained strong client relationships to enhance customer satisfaction and retention.
- Analyzed market trends to identify growth opportunities within assigned accounts.
- Collaborated with cross-functional teams to ensure timely delivery of products and services.
- Managed contract negotiations, ensuring favorable terms for both clients and company.
- Trained and mentored junior account managers on best practices in sales strategies.
- Increased sales revenue by identifying and pursuing new business opportunities.
- Negotiated prices, terms of sale and service agreements.
- Monitored market activity and quoted pricing to maintain healthy profit margins.
- Maintained high standards of customer service by answering pricing, availability, use and credit questions accurately.
- Implemented effective sales strategies to expand market share within the assigned territory.
- Anticipated clients' needs by staying in touch on regular basis.
- Developed and maintained long-term relationships with key clients for sustained growth.
- Negotiated contracts with favorable terms for both the company and clients, driving mutual success.
- Attended industry conferences and events, establishing valuable networking connections for potential partnerships.
- Developed a reputation as a trusted advisor among clients by demonstrating exceptional knowledge of productsservices.
- Recognized as a top performer among peers, consistently achieving high levels of customer satisfaction and retention rates.
- Consistently exceeded quotas by leveraging an extensive network of contacts within target industries.
- Contacted regular and prospective customers to explain product features and solicit orders.
- Collaborated with cross-functional teams to ensure seamless delivery of products and services.
- Participated in ongoing professional development activities to stay current on industry trends and best practices.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Attended industry events and conventions to explain sales opportunities.
- Managed accounts to retain existing relationships and grow share of business.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Built relationships with customers and community to establish long-term business growth.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
Trust Fund Medical Insurance Accounting Clerk
Joint Benefit Trust
Livermore, CA
03.1995 - 09.1999
- Implemented filing system improvements, increasing document retrieval efficiency.
- Collaborated with cross-functional teams to streamline accounting processes and improve overall workflow.
- Maintained organized filing systems for accounting records, ensuring easy access to crucial medical insurance eligibility information when needed.
- Input high volume of monthly EOB invoices with consistent accuracy.
- Facilitated timely month-end closing activities by completing accurate journal entries and account adjustments.
- Provided exceptional customer service when addressing client inquiries related to invoices, payments, or account balances.
- Collaborated with other accounting clerks to maintain a cohesive and supportive work environment, fostering knowledge sharing and continuous improvement efforts.
- Identified and resolved internal accounting variances, promoting data accuracy.
- Entered figures using 10-key calculator to compute data quickly.
- Streamlined daily reporting information entry for efficient record keeping purposes.
CSSR Customer Sales and Service Representative
AT&T Communications
Pleasanton, CA
02.1989 - 09.1993
- Delivered exceptional customer service through effective communication and problem-solving skills.
- Assisted customers with account inquiries, billing issues, and product selection to enhance satisfaction.
- Implemented process improvements that streamlined service delivery and increased operational efficiency.
- Trained new team members on systems and procedures to ensure consistent performance standards.
- Developed training materials aimed at improving employee knowledge of products and services.
- Delivered product demonstrations tailored to clients'' specific requirements, showcasing features that would benefit their businesses directly.
- Increased customer satisfaction by providing knowledgeable assistance and addressing their needs promptly.
- Built rapport with clients, resulting in a high rate of repeat business and positive feedback from satisfied customers.
- Achieved sales targets consistently by utilizing persuasive communication skills and product expertise.
- Identified new sales opportunities through research, networking, and attending industry events.
- Assisted in the development of sales strategies by providing insights on competitor offerings and market trends.
- Worked closely with the customer service department to resolve any complaints or issues promptly, maintaining a positive brand image in the eyes of both current and potential clients.
- Drove team revenue totals by bringing in top sales numbers.
- Organized product training sessions for both internal staff and external clients to ensure thorough understanding of features and benefits offered by the company''s products or services.
- Mentored junior team members, sharing best practices in sales techniques to elevate overall team performance.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved accounting, service and delivery concerns.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Associate of Applied Science - Massage Therapy (Various Disciplines)
National Holistic Institute
Emeryville, CA09-2003
High School Diploma -
Tracy High School
Tracy, CA06-1985
Associate of Arts - Accounting And Finance
Heald Business College
Stockton, CA04-1988
Skills
- Call center experience
- Data entry
- Administrative support
- Complaint handling
- Assertiveness
- Complaint resolution
- Appointment setting
- Live chat support
- Escalation management
- Order fulfillment
- Professional telephone demeanor
- Typing speed
- Social media monitoring
- Call center operations
- Payment handling
- International sales support
- Payment collection
- Fluent in multiple languages
- Sales expertise
- Problem-solving
- Inbound and outbound calling
- Typing proficiency
- Typing 60 wpm
- High-energy attitude
- 10-key
- Email management
- Customer service
- Product knowledge
- Customer relations
- Customer relationship management (CRM)
- De-escalation techniques
- Reading comprehension
- Brand representation
- Client relations
- Building rapport
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Advocate
Restoration Hardware
03.2012 - 02.2016
Sales Account Manager
American Plastics
05.2001 - 03.2012
Trust Fund Medical Insurance Accounting Clerk
Joint Benefit Trust
03.1995 - 09.1999
CSSR Customer Sales and Service Representative
AT&T Communications
02.1989 - 09.1993
Associate of Applied Science - Massage Therapy (Various Disciplines)
National Holistic Institute
High School Diploma -
Tracy High School
Associate of Arts - Accounting And Finance
Heald Business College
Customer Commendations
Throughout my employment with the various companies I have worked for, I have always received customer commendations for my customer service skills and willingness to help, both in English and Spanish. I have been voted as "person easiest to work with" a few times during my years with AT&T, and although I was quite a bit older than my classmates at National Holistic Institute, I was told by my instructor that every single one of my classmates looked up to me. I humbly say that it completely melted my heart and I felt very humbled, thankful and blessed.