Elma Geninna Murillo
Summary
With a passion for delivering exceptional customer care and a solid background spanning 11+ years across customer service, logistics, administrative support, and freelancing.
I am a results-driven professional who thrives in dynamic environments and am eager to contribute my diverse expertise to the new challenges and opportunities within your organization.
Overview
12
12
years of professional experience
3
3
Certifications
Work History
Administrative Virtual Assistant
CORE RESTORES, LLC (under OVA VIRTUAL MANAGEMENT)
09.2022 - Current
- Provide detailed and excellent omnichannel client service support via phone, email, chat, and SMS.
- Perform data entry and manage data tasks.
- Conduct research to gather pertinent information and data.
- Manage CRM: update records in the system.
- Identify and assess clients' needs to achieve satisfaction.
- Provide accurate, valid, and complete information using the right methods/tools.
- Assist in scheduling jobs, documentation, and paperwork.
Premier Customer Care Representative
FEDERAL EXPRESS PACIFIC, LLC
06.2017 - 03.2022
- Subject matter expert for selected top global accounts.
- Appointed as Shift Lead, where I distribute tasks to team members, cascade reminders, and introduce new processes to the team.
- Supported end-to-end processes for PH customers, including bookings, case management, claims handling, execution of solution logistics, inquiries, issue resolution, proactive notification, proactive prevention, relationship management, and running and providing customized reports.
Chat Support Representative
ARVATO BERTELSMANN
02.2016 - 07.2016
- Troubleshooting Xbox hardware.
- Worked with proprietary software under a strict Non-Disclosure Agreement (NDA) with Microsoft.
Customer Service Representative
UNITED PARCEL SERVICE INCORPORATED
07.2012 - 01.2014
- Case management.
- Served as the main liaison between customers, shippers, and UPS distribution centers throughout the US.
- Handled a high volume of daily calls, answering questions, and addressing concerns about parcels from shipment to delivery and throughout transit.
Education
Bachelor of Arts - Mass Communication
College of The Immaculate Conception
05.2001 -
Skills
CRM Management
Data Entry
Customer Service Delegation
Logistics Management
Client Management
Productivity Management
Verbal and Written Communication
Inbound and Outbound Calling
Chat and Email Support
Trained in International Air Transport Association
Trained in Institute of Inspection, Cleaning and Restoration Certification
Trained in Video Editing using Adobe Premiere Pro
Certification
• Beginner to Advanced Video Editing Certification for Adobe Premiere Pro (Trained under Graphics Media Training Philippines)
Recognitions
PINNACLE PERFORMER AWARD presented by OVA Virtual Management on December 16, 2023
- For being at the top of my game, slayer of deadlines, and being the best at what I do no matter the time or circumstances.
Timeline
Administrative Virtual Assistant
CORE RESTORES, LLC (under OVA VIRTUAL MANAGEMENT)
09.2022 - Current
Premier Customer Care Representative
FEDERAL EXPRESS PACIFIC, LLC
06.2017 - 03.2022
Chat Support Representative
ARVATO BERTELSMANN
02.2016 - 07.2016
Customer Service Representative
UNITED PARCEL SERVICE INCORPORATED
07.2012 - 01.2014
Bachelor of Arts - Mass Communication
College of The Immaculate Conception
05.2001 -