Melissa Murillo Email & Phone Number

Pleasanton, California, Us

Pleasanton, California, Us

Manage the overall product/consumer experience for in-house GPR, white label GPR products, and new payment products.

Austin, Texas, Us

Responsible for key customer marketing initiatives to drive business performance metrics such as fund rates, direct deposit and retention.• Implemented cost savings initiative resulting in cost savings• Drove vendor selection and negotiated pricing for 3rd party SMS platform• Excellent management of 3rd party relationships, vendor negotiations and client satisfaction ratings at >95%• Contributed to establishing a process to increase account funding through a process resulting in over a 400% ROI annually• Rated as top team performer, CRM• Developed business cases/briefs to drive new CRM initiatives that improve KPI’s; enhanced agent flows to reduce call time while promoting key account features• Implemented Marketing and Product strategies including developing business requirements and working with cross-functional teams to deliver• Created and managed revenue driven marketing communication across various channels, such as new print collateral, website content, e-mail campaigns, banner advertisements and SMS• Understanding of analysis/research necessary to support new marketing initiatives including historical MIS, competitive benchmarking and customer feedback.• Supported and drove cross-sell opportunities designed to improve retention and fund rates• Market research through online surveys; ensuring research results are understood and integrated into revenue-generating initiative• Project management• Contributed innovative ideas and design artwork resulting increased website traffic volume

Responsible for overseeing team of over 20 Customer Service Representatives and ensuring the highest quality of customer service by monitoring call quality, AHT, FCR and CSAT. Providing extensive coaching and training as needed. • Managed team of 20 professionals• Collaborated with Risk Management, Customer Service and IT to ensure smooth work flow streamline hiring and efficient organization operations• Manage Call Center queue volume both on site and off shore, Sutherland Global Services• Successfully trained employees on policies and procedures related to new products and features while focusing on minimizing errors and generating superior results• Partnered successfully with Risk Management to produce new dispute procedures and policies• Developed department's monthly incentive performance plan which motivated staff and increased productivity• Ensured smooth operations by supporting executive team; developed and rolled out new policies• Trained, coached and mentored staff• Served as mentor to junior team members• Worked directly with Quality Assurance to achieve a new quality evaluation form

Business Management And Organizational Leadership

Education record