Serena Murillo

• Design specific workout systems for individual clients based on their goals and ability.
• Train clients during strength training, cardio vascular exercise and stretching.
• Explain exercise modifications and contraindicated movements to participants with history of injury.
• Develop, plan and led one on one and group fitness sessions as well as specialty fitness programs.
• Educate customers on preventive care, nutrition, fitness, stress management and ergonomics.

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Recommended products to customers, thoroughly explaining details.
• Responded proactively and positively to rapid change.
• Delivered prompt service to prioritize customer needs.
• Maintained up-to-date knowledge of product and service changes.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Effective liaison between customers and internal departments.

Maintained accurate and current customer account data with manual forms processing and digital information updates.

• Trained new employees on proper protocols and customer service standards.
• Assisted in recruiting, hiring and training of team members.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency

• Helped patients receive appropriate, high-quality care with reasonable results.
• Partnered with physicians, Insurance companies, and other departments within Genentech to provide the best possible solutions for the patient's needs.
• Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations and procedural costs.
• Consulted with clinicians to devise and manage ongoing care plans for at-risk patients.
• Educated patients about different treatment/medication options and outside care approaches to reduce burden on hospital resources.

• Organized and coordinated conferences and weekly/monthly meetings.
• Responded to emails and other correspondence to facilitate communication and enhance business processes.
• Processed travel expenses and reimbursements for Chief executive officer Mr. Carson
• Screened calls and emails and initiated actions to respond or direct messages for managers.
• Proof read & edited documents, reports and proposals before final drafts were sent out.
• Organized envelopes, postage and mail correspondence for staff and management, maintaining postage meter and coordinating with delivery and courier services.
• Filed paperwork and organized computer-based information.
• Answered high volume of phone calls and email inquiries.
• Handled incoming and outgoing mail, email and faxes.
• Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
• Executed basic banking and bookkeeping tasks.