Mauricio Murillo

ad3d6d@r.postjobfree.com

www.theagilegoodlife.com

Born 29 August 1985

US Phone: 351-***-****

US Citizen

I help leaders adopt the agile mindset they need to transform their workforce into self-organizing, cross-functional teams.

INTRODUCTION

From guiding groups on a mountain bike down rough terrain to guiding teams through different product initiatives.

I’m a dedicated and results-oriented professional with a background in Operations Management, Customer Success, and Sales, seeking a challenging position as a Customer Success Manager. Bringing a wealth of experience in guiding teams, implementing customer-centric strategies, and driving successful customer interactions within the SAAS industry.

Current Role

August 2023 - Present, Marlborough, MA USA

(Remote)

ReviewBiz’s Operations Manager/ Customer

Success/ Sales Management/ Lead Generation Specialist

● Work collaboratively with the CEO to define priority projects, implement strategies, and enable small, remote-first teams for improved workflow.

● Successfully renewed contract every 90 days, showcasing adaptability and a focus on customer satisfaction.

Certifications

● Certified Scrum Master (CSM) Certified Aug 2022

● Certified Associate Project Manager (CAPM) Certified May 2022

● PMI Member Since February 2021

● Hubspot - Growth Driven Design

● Hubspot - Sales Software

● Varied LinkedIn Learning Certifications

Six Sigma Foundations

Cert prep Scrum Master

Agile Project Management

Projects

In the last four years, I’ve been fortunate enough to take part in the following projects: 1. Develop Customer Success Communications Plan (2023) 2. Develop ReviewBiz KPIs Dashboard (2023)

3. Integrate Cloud Platform - GradeUs > Begrateful (2023) 4. Develop Content Creation Process (2022)

5. Integrate Cloud Platform - MyInterview (2022)

6. Develop Podcast Production & Post Production Process (2022) 7. Integrate Cloud Platform - Zapier (2022)

8. Integrate Cloud Platform - Partnerstack (2021)

9. Migrate from Google to Microsoft (2020)

10.Develop Internal Tech Assessment for remote resources (2019) 11. Integrate Cloud Platform, onboard and implementation - Bamboo HR (2019) 12.Develop Customer Onboarding Process Implementation (2019) (2021) 13.Develop Contractor Onboarding Implementation Plan (2019) 14.Develop Contractor Offboarding Implementation Plan (2019) 15.Develop Live Chat Customer Onboarding Plan (2018) 16.Develop Live Chat Metrics and Reports Plan (2018) Past Experience

April 2021 - July 2023, La Paz, Bolivia (Remote)

CloudTask’s Operations Manager

● Led sys-admin, project management, process implementation, and team enablement duties.

● Collaborated with senior leadership to ensure iterative process development and efficient technology implementation.

Sept 2021 - July 2023, La Paz (Part-time/Remote)

ReviewBiz’s Onboarding Specialist

● Developed the customer onboarding process, providing self-managing resources for consistent delivery.

April 2020 - April 2021, La Paz, Bolivia (Remote)

CloudTask’s Senior Sales Engineer (SSE)

● Led a team of 5 SEs in planning and executing customer-facing demos and technology stack onboarding.

July 2019 - March 2020, La Paz, Bolivia (Remote)

CloudTask’s Sales Engineer (SE)

● I primarily prepared integration demos and implemented tech stack for campaign onboarding/new customers.

October 2018 - June 2019, Medellin, Colombia (on-site) CloudTask’s Conversation Analyst.

● I managed multiple accounts using chat as a sales funnel, regularly collecting data, preparing monthly reporting, and ensuring best practices are applied across all accounts.

● During this time, we used chat tools such as Hubspot, Drift, and Intercom. January 2016-January 2018, La Paz, Bolivia (on site) Gravity’s Operations Manager

● Oversee daily trips on the World’s Most Dangerous Road.

● Growth and Partnerships

● Promote all Gravity excursions.

● Hire and oversee the training of any new staff and guides.

● Maintain a high standard for customer service.

● Measure client engagement.

Leadership Goals

In 2020, redirected focus toward project management, Scrum Master, and process improvement for small to medium teams. Engaged in meaningful conversations about scalability and fostering team empowerment.

Languages

● English - Fluent/ Native

● Spanish - Fluent

Education

Manu Survival - July 6th-24th 2015

Rope Rescue and First Aid from July 6th to the 24th of July 2015 La Paz, La Paz Bolivia With the support of Gravity, I attended and participated in the approved course for rescue and emergency response.

Unidad Operativa de Bomberos Antofagasta - 2014,2016

● Certificado de Rescate Básico en Altura La paz, May 2014 La Paz, Bolivia

● Certificado de Soporte Vital Básico La Paz, May 2014 La Paz, Bolivia

● Certificado de Rescate Básico en La Paz, December 2016 La Paz, Bolivia EMS Academy, January 04- 22, 2010

● I attended and passed this accelerated EMT -B training course.

● I have since taken and passed the required practical and written exam.

● Certified EMT-Basic 2010-2012

Roberto-Venn School of Lutherie, Phoenix, AZ - August 2004 - February 2005

● I attended and passed this course.

● In my time at this school, I designed and constructed two guitars. Joseph P. Keefe Technical High School Framingham, MA September 2000- Spring 2004

● I graduated in 2004 as an honor student.

● My shop focus was residential carpentry.

Interests

● Musician with experience in playing bass guitar and touring with indie bands.

● Passionate about cycling and travel.

● Producer of content through a blog (www.theagilegoodlife.com) and a podcast

(www.thexennialdadcast.com).

Personal and Professional References: Available upon request.

Contact this candidate