1. Elizabeth Murillo Page | 1
San Diego, CA 92115 • (858) 242-7206 • email@example.com
Project 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.
Strong 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
• Lifelong Learner
• Technical Troubleshooting
● 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
● Optimized performance within a Customer Service Call Center by developing and updating process and
● 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.
2. Elizabeth Murillo Page | 2
XIFIN Inc. Aug. 2014 - Present
Client Success Manager
Responsible 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 2014
Customer Service Supervisor
Supervise and coordinate activities of Customer Service department with a call center staff of 18 people. Pla n
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 – 2012
Sr. Proposal Manager- Marketing, Dispensing (Pyxis®
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 – 2008
Marketing Coordinator/ Executive Assistant
Provided 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.
Bachelors of Science- Criminal Justice – San Diego State University, Graduated May 2005
Situational Leadership Training – Analyzing Behavior, San Diego, CA
Civil Treatment Training – Employee Management, San Diego, CA
3. Elizabeth Murillo Page | 3
High School Diploma – James Madison High School, San Diego, CA
Kaizen Leadership Training – Operational Excellence Program, San Diego, CA