Supervisor, team lead, customer service, customer success, tech suppor
Resume:
Eduardo Jose Gutierrez Murillo
PROFILE
Results-driven professional
with over 13 years of extensive
BPO experience, and diverse
skills in customer service, sales,
retention, legal assistant,
medical billing, and customer
success. Proven track record of
delivering exceptional
performance and driving
positive outcomes in high-
pressure environments. Adept
at cultivating strong client
relationships, resolving
complex issues, and
consistently exceeding targets.
Possesses a comprehensive
understanding of industry best
practices and a commitment
to continuous improvement.
Exceptional communication,
problem-solving, and
multitasking abilities make for
a valuable asset in providing
outstanding service and
achieving organizational goals.
CONTACT
PHONE:
EMAIL:
*******************@*****.**
m
Linkedin Profile:
HOBBIES
Play video Games
Spent time with family
Watch Sports
EDUCATION
1994 - 2002
Bachelor Degree
Universidad Nacional de Ingenieria (UNI)
2002 - 2008
5th year Completed
American Nicaraguan School
English Proficiency – Fluent
Spanish Proficiency - Fluent
WORK EXPERIENCE
1. 05/2023 to 05/2024– Customer Success Supervisor – Accedo Technologies
(Elsevier)
Ensure client satisfaction and retention. Responsible for developing and implementing customer success strategies, conducting performance assessments, and fostering strong relationships with key clients. Tasked with overseeing the resolution of customer issues, driving product adoption, and collaborating with cross-functional teams to enhance the overall customer experience. Coaching and Feedback to agents to increase overall performance. Monitoring and auditing to keep consistency, Administrative tasks and payroll issues. 2. 07/2022 to 05/2023 – Medical Billing Team Lead. Accedo Technologies
(GoHealth UC)
Ensured adherence to coding standards, and maintaining compliance with healthcare regulations. Managed and optimized revenue cycle processes, from claim submission to payment posting, to maximize financial outcomes. In charge of 15 agents whom I have to provide regular feedback and coaching to keep performance and meet KPI’s metrics. 3. 01/2019 to 07/2022 – Senior Legal Assistant – Accedo Technologies
(Johnson Law Group)
Supported attorneys and legal teams in various capacities. Proficient in conducting legal research, drafting legal documents, and managing case files to ensure accuracy and compliance. Tasked with providing administrative support, organizing legal documentation, and facilitating communication between clients, attorneys, and relevant stakeholders. Expertise in a lifecycle of a case from the intake stage to Settlements, Research medical records from facilities and clients to determine proof of damage.
4. 01/2017 to 01/2019 - Sales Agent – Team Leader – Convergys/Concentrix
(Sprint)
Demonstrated excellent interpersonal and persuasive skills. Proficient in identifying customer needs, articulating product/service benefits, and closing deals to drive revenue growth. Elevated to a leadership role, I successfully transitioned from a sales agent to a team leader, overseeing and motivating a high-performing sales team. Responsible for setting sales targets, providing guidance on effective sales strategies, and conducting regular performance reviews. Collaborated with team members to identify training needs
5. 07/2011 – 09/2016 - Customer Service Agent – Technical Support – Retention Agent
(Cricket, Capital One)
Addressed customer inquiries, concerns, and issues. Strived to provide a positive experience, offering assistance, guidance, and solutions to enhance customer satisfaction and loyalty. As tech support, resolving technical issues and troubleshooting problems related to products or services. overcoming challenges, ensuring the smooth functioning of technology. Retention I focused on retaining existing customers by understanding their needs, addressing concerns, and promoting the value of continued engagement with a product or service. SKILLS
90%
95%
90%
90%
95%
95%
95%
TeamWork
Attention to
Details
Problem Solving
Communication
Skills
Office
Relationship
Building
Onboarding
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