Yamilet Murillo Alvarez
Summary
Highly energetic, customer focus professional with 22 years of experience in customer relationship management , strategic planning, Inside sales and Materials, within Manufacturing and Distribution Industries. Skilled in CRM software and fostering teamwork, driving continuous improvement initiatives that elevate service delivery and operational efficiency.
Overview
21
21
years of professional experience
Work History
Customer Success Manager
Molex
11.2024 - Current
- Supporting Automotive Customers, OEM, Tier 1 & Tier 2
- Supported project management efforts, coordinating tasks to ensure seamless service delivery.
- Defined team KPI and measurement tools.
- Delivered prompt support to customers, ensuring timely resolution of inquiries and issues.
- Collaborated with cross-functional teams to enhance customer experience and satisfaction.
- Monitored customer feedback, identifying trends to inform product improvements and service adjustments.
- Assisted in onboarding new customers, providing guidance on product usage and best practices.
Senior Customer Service Manager
Newark (An Avnet Company)
03.2024 - 11.2024
- Coordinated Ops transition from Gdl to India
- Coordinated ops transition from USA to Gdl
- Led customer service team to enhance response times and improve overall client satisfaction.
- Developed and implemented training programs to elevate staff performance and service quality.
- Analyzed customer feedback to identify trends, driving strategic improvements in service delivery.
- Streamlined communication processes between departments, enhancing collaboration and efficiency.
- Managed escalated customer inquiries, ensuring timely resolution of complex issues.
Procurement Manager
Avnet
10.2021 - 03.2024
- Managed supplier relationships to ensure timely delivery of materials and services.
- Analyzed procurement data to identify cost-saving opportunities and process improvements.
- Developed and implemented procurement policies to enhance operational efficiency.
- Coordinated cross-functional teams to align procurement strategies with business objectives.
- Trained junior staff on procurement processes and best practices for compliance.
Customer Service Manager
Avnet
02.2017 - 09.2021
- Supporting Corporate Accounts
- Established performance metrics for team members, fostering accountability and continuous improvement.
- Took ownership of customer issues and followed problems through to resolution.
- Led customer service team to enhance service delivery and improve customer satisfaction metrics.
- Developed training programs for staff to enhance product knowledge and service skills.
- Implemented new CRM (Sales Force) software to streamline customer interactions and data management.
- Analyzed customer feedback to identify trends and drive process improvements in service delivery.
Program Manager
Worldmark
10.2013 - 01.2017
- Managing manufacturing transfers between plants
- Led cross-functional teams to deliver program objectives on time and within budget.
- Developed comprehensive project plans, ensuring alignment with organizational goals and stakeholder expectations.
- Analyzed program performance data to identify trends and opportunities for process improvements.
- Facilitated stakeholder meetings to communicate updates, manage expectations, and gather feedback for continuous improvement.
Americas Customer Service Manager
Worldmark
05.2009 - 09.2013
- Led team to enhance customer satisfaction through effective issue resolution and personalized service.
- Developed training programs that improved staff performance and service delivery consistency.
- Implemented feedback mechanisms to gather customer insights, driving continuous improvement initiatives.
- Streamlined communication processes between departments, enhancing operational efficiency and response times.
Inside Sales Team Lead
Worldmark
04.2004 - 05.2009
- Led inside sales team to exceed quarterly targets through effective strategy development and execution.
- Trained and mentored new sales representatives, fostering a culture of continuous learning and improvement.
- Analyzed market trends and customer feedback to refine sales techniques and enhance product offerings.
- Conducted regular performance reviews, providing constructive feedback to drive individual and team success.
- Established key performance indicators (KPIs) to measure sales effectiveness, driving accountability within the team.
Education
Bachelor of International Business -
Universidad De Guadalajara
Skills
- Customer relationship management
- CRM software (Sales Force, MS Dynamics)
- SAP
- Training programs
- Strategic communications
- Staff mentoring & leadership
- Strategic planning
- Inter-department collaboration
- Schedule management
- Teamwork and collaboration
- Problem resolution
- Multitasking Abilities
Languages
English
Advanced (C1)
French
Elementary (A2)
German
Elementary (A2)
Timeline
Customer Success Manager
Molex
11.2024 - Current
Senior Customer Service Manager
Newark (An Avnet Company)
03.2024 - 11.2024
Procurement Manager
Avnet
10.2021 - 03.2024
Customer Service Manager
Avnet
02.2017 - 09.2021
Program Manager
Worldmark
10.2013 - 01.2017
Americas Customer Service Manager
Worldmark
05.2009 - 09.2013
Inside Sales Team Lead
Worldmark
04.2004 - 05.2009
Bachelor of International Business -
Universidad De Guadalajara
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