Valeria Murillo Digital Support & Operations Specialist

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TECH N ICAL SU PPORT SPECIALIST

Amazon.

Jan 2022 - Jan 2025 (3 years 1 month)

- Led a team of 20 escalation specialists in handling complex customer issues, ensuring timely resolution and maintaining high levels of customer satisfaction. - Implemented a streamlined process for identifying, categorizing, and prioritizing escalated cases to enhance operational efficiency. - Additionally, leveraged my experience in billing to assist customers with payment errors, subscription renewals, refunds, and account charges, ensuring they received accurate solutions and a clear understanding of their billing issues. - My role also involved providing remote support to customers through chat, emails, and calls, which required managing multiple tools and dashboards simultaneously. This experience aligns closely with virtual assis

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Founder & Jewelry Designer

Galáctica Jewelry (Online Store)

Jan 2020 - Current (6 years 4 months)

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SUPERVISOR

Amazon.

Jan 2019 - Jan 2022 (3 years 1 month)

- Managed a high-volume technical support queue, utilizing in-depth knowledge of internet and devices to troubleshoot and resolve technical issues promptly. - Supported teams with compliance and sensitive customer cases, demonstrating skills in legal client management to ensure adherence to regulations. - Coordinated workflows and solved issues remotely through digital tools, showcasing virtual assistance capabilities that enhanced team efficiency. - Managed shift planning and meetings for my team, which involved appointment scheduling and contributed to improved organization and communication within the department. - Leveraged contract management skills to ensure team performance consistently aligned with service level agreements (SLAs

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CUSTOM ER SERVICE REPRESENTATIVE

Concentrix.

Jan 2016 - Jan 2017 (1 year 1 month)

As a Customer Service Representative, I provided technical assistance to customers via phone, email, and live chat, ensuring a high level of customer satisfaction. I was responsible for managing customer accounts and onboarding new clients, reviewing service agreements, and addressing inquiries related to subscriptions, billing, and account changes. This role required a deep understanding of contract management principles, as I ensured that all interactions adhered to company policies and contractual guidelines. Additionally, I maintained detailed documentation of customer interactions and updated account records, demonstrating my strong organizational skills and attention to detail. My ability to manage administrative workflows while deliv

Valeria Murillo

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