Gustavo Murillo

⦿ Direct large-scale, multi-site contact center operations for a global insurance client, managing cross-functional teams across Costa Rica, the USA, and Manila. ⦿ Lead, coach, and mentor supervisors and managers to drive operational excellence, enhance leadership capabilities, and ensure alignment with organizational goals. ⦿ Develop and implement customer service strategies that improve efficiency, reduce operational costs, and increase customer retention and loyalty. ⦿ Maintain and exceed industry KPIs, including Customer Satisfaction (CSAT), First-Call Resolution (FCR), Net Promoter Score (NPS), average handling time, and productivity metrics. ⦿ Oversee workforce management, quality assurance, and training departments to ensure consistent service delivery and compliance with client SLAs. ⦿ Utilize data analytics and performance dashboards to monitor contact center metrics, identify trends, and implement corrective actions to improve service quality. ⦿ Design and execute employee engagement and retention programs, reducing attrition through targeted training, career development, and motivation initiatives. ⦿ Drive continuous process improvement initiatives through Lean Six Sigma principles to optimize workflows and increase operational efficiency. ⦿ Collaborate with cross-functional stakeholders to implement automation, AI tools, and technology upgrades for enhanced customer experience and cost savings. ⦿ Lead crisis management and business continuity planning to ensure uninterrupted service during unforeseen events. ⦿ Manage budgeting, resource allocation, and vendor relationships to align financial performance with organizational objectives. ⦿ Foster a high-performance culture emphasizing accountability, customer-centricity, and professional growth.

⦿ Directed daily customer service operations, ensuring effective client communication and prompt resolution of complex legal and financial inquiries. ⦿ Designed and implemented targeted training programs to enhance team skills, improve service delivery, and increase customer satisfaction. ⦿ Streamlined workflows and processes, achieving a 50% reduction in complaint resolution time and boosting client satisfaction scores to 95%. ⦿ Developed and monitored KPIs to measure team performance, driving alignment with company objectives and operational excellence. ⦿ Collaborated with cross-functional teams, including legal, finance, and compliance, to resolve escalated issues and deliver customized client solutions. ⦿ Led quality assurance and service standardization initiatives, enhancing consistency and improving overall customer experience. ⦿ Ensured compliance with regulatory requirements and internal policies, maintaining high service standards and minimizing risks. ⦿ Enhanced internal communication strategies, promoting efficient information flow and faster response times between departments. ⦿ Implemented customer feedback systems to capture insights, enabling continuous process improvements and service innovation.

⦿ Led and supervised cash applications and corporate collections teams, ensuring compliance with financial regulations, company policies, and operational KPIs to meet departmental and organizational goals. ⦿ Developed and executed effective collection strategies that increased recovery rates by 30%, reduced outstanding debts, improved cash flow through negotiation with corporate clients, and resolved escalated issues. ⦿ Managed complex account reconciliations, investigated discrepancies, and resolved billing and payment issues to maintain accuracy and completeness in financial records. ⦿ Conducted regular audits, performance reviews, and operational meetings, using data-driven reports to monitor team performance and implement continuous process improvements and automation initiatives. ⦿ Trained, mentored, and coached team members, enhancing their skills in collections, cash application, customer service, and compliance with internal controls and corporate governance. ⦿ Administered all personnel-related activities, including attendance, vacation tracking, performance management, and career development planning, and collaborated with HR for recruitment and onboarding to optimize staffing. ⦿ Maintained proactive communication and relationship management with internal stakeholders and external clients via multiple channels to ensure seamless cash application and collections operations. ⦿ Led cross-functional collaboration to streamline workflows and improve system integration while conducting risk assessments and compliance audits to mitigate financial exposure and ensure ethical standards.

⦿ Led and managed fraud investigation teams to detect, analyze, and prevent fraudulent activities across global operations, improving fraud detection accuracy through data-driven strategies that reduced false positives and financial losses. ⦿ Developed and implemented risk management, retention, and workforce planning strategies to optimize team performance, availability, compliance, and security policy adherence. ⦿ Conducted regular coaching, mentoring, and performance feedback sessions to enhance investigator skills, decision quality, and productivity while fostering a zero- defect quality assurance culture. ⦿ Served as a primary escalation point for operational issues and coordinated with workflow management to monitor shift adherence, overtime, and resource allocation. ⦿ Reported key performance metrics and KPIs to senior leadership, driving continuous improvement and alignment with organizational goals. ⦿ Owned data collection, analysis, and reporting for escalations and deep-dive investigations, proposing innovative tools and process improvements to enhance fraud prevention workflows. ⦿ Planned and executed the launch of new fraud prevention initiatives and projects, ensuring compliance with legal, regulatory, and internal policies. 𝐊𝐞𝐲 𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭: Launched the Brazil Marketplace at Amazon as a Project Management side initiative while continuing regular People Management duties.

⦿ Supervised and led frontline customer service teams, ensuring compliance with company policies, regulatory standards, and quality assurance protocols. ⦿ Designed and delivered training programs to enhance agent skills, product knowledge, and overall service performance. ⦿ Motivated and coached team members to achieve accuracy, productivity targets, and exceptional customer experience. ⦿ Managed escalated customer issues, resolving complaints effectively and improving customer satisfaction scores by 20%. ⦿ Developed and implemented escalation and issue resolution procedures, reducing resolution time and increasing first-contact resolution. ⦿ Conducted performance reviews, monitored KPIs, and enforced accountability through timely feedback and corrective action plans. ⦿ Facilitated recruitment, interviewing, onboarding, and training of new customer service personnel to maintain optimal staffing levels. ⦿ Processed payroll, managed shift bidding, and optimized scheduling to ensure consistent team coverage and operational efficiency. ⦿ Performed side-by-side coaching and provided real-time support to associates, addressing operational challenges and enhancing service quality.

⦿ Achieved and consistently exceeded attrition reduction targets and all key performance metrics for assigned accounts. ⦿ Delivered comprehensive training programs to agents to enhance understanding and performance of KPIs, improving overall team productivity. ⦿ Led end-to-end recruitment processes, including hiring, selection, and onboarding, to build a high-performing workforce for new account launches. ⦿ Designed and implemented knowledge transfer initiatives to ensure a seamless transition and operational readiness for new projects. ⦿ Developed and executed strategic plans, accountability frameworks, and performance improvement strategies to meet and surpass KPI goals. ⦿ Monitored daily operational performance, analyzed data trends, and provided actionable insights to senior management to drive continuous improvement. ⦿ Fostered a positive team environment through effective communication, motivation, and conflict resolution, enhancing employee engagement and retention.

⦿ Managed and optimized customer service, sales, banking, and fraud prevention departments to improve operational efficiency and drive revenue growth. ⦿ Developed and maintained strategic client relationships and sales pipelines to ensure continuous business expansion. ⦿ Designed and implemented fraud detection programs and secured partnerships with payment processors, including Western Union and MoneyGram. ⦿ Created and enforced company policies, procedures, and performance accountability systems to meet business objectives and compliance standards. ⦿ Led website content management and promotional campaigns to enhance brand presence and customer engagement.

⦿ Developed and managed departments, including customer service, banking, fraud prevention, and sales, to optimize operational efficiency. ⦿ Acted as a mediator between licensees and clients, ensuring high customer satisfaction and conflict resolution. ⦿ Executed sales strategies closed deals and maintained strong client relationships to drive revenue growth. ⦿ Designed and implemented innovative promotional campaigns to boost client retention and engagement. ⦿ Supervised and coordinated the entire Poker Network operation, ensuring smooth and secure transactional processes. ⦿ Led fraud detection and prevention initiatives, reducing financial risks and ensuring compliance with industry regulations. ⦿ Analyzed banking transactions and reconciliations to maintain accuracy and prevent discrepancies.

⦿ Led the customer service department for Sportsbook and Online Poker-Casino, driving customer retention, satisfaction, and revenue growth while managing daily operations and enforcing company policies. ⦿ Developed and implemented comprehensive training programs, quality control initiatives, and motivation workshops to enhance team performance and service excellence. ⦿ Conducted recruitment, interviews, and onboarding processes, ensuring a skilled and motivated customer service workforce aligned with organizational goals. ⦿ Designed and managed shift schedules, employee compensation plans, and promotional campaigns targeting player engagement and new account acquisition. ⦿ Generated detailed performance and client activity reports for senior management, leveraging data analytics to optimize departmental strategies and decision- making.

⦿ Managed warranty claims and provided technical support for GE products, ensuring efficient issue resolution. ⦿ Communicated with customers to troubleshoot product defects and coordinate repair or replacement services. ⦿ Maintained accurate records of customer interactions and warranty cases in CRM systems. ⦿ Collaborated with internal teams to improve warranty processes and reduce repeat technical issues.

In Progress