Estefania Murillo

Bilingual customer experience and operations professional with hands-on experience in a nonprofit trade association and extensive higher-education environments, supporting customer and member accounts, resolving service needs, maintaining CRM records, coordinating follow-up, training staff, and collaborating across operations, training, marketing, credentials, and member experience teams. At MACS, manage customer-service and certification workflows in iMIS and BlueSky/Path LMS, including account updates, documentation, payments, and follow-up while supporting customers in English and Spanish. Brings a master's-level marketing background and experience developing training materials, facilitating workshops, supporting online learners, and coordinating administrative programs.

Experienced with Microsoft 365, CRM systems, SharePoint, Power Automate, digital learning platforms, and AI productivity tools.

Administrative & Marketing Support / Bilingual Customer Service Representative - Mobile Air Climate Systems Association (MACS) - Lansdale, PA

(2025-06)

Nonprofit Trade Association

• Deliver bilingual customer service in English and Spanish to members, technicians, instructors, proctors, and organizations regarding membership, training, payments, and Section 609 certification services.
• Manage customer and certification workflows in iMIS and BlueSky/Path LMS, including account updates, test processing, credential replacements, payment coordination, shipment verification, documentation, and customer follow-up.
• Maintain accurate customer and member records, documenting service activity, corrections, test information, payments, and certification updates in iMIS and shared operational records.
• Coordinate across operations, training, credentials, marketing, and member experience teams to keep customer information, requests, and next steps aligned and moving toward resolution.
• Train and support new customer service staff on workflows, systems, customer communication standards, documentation practices, and Section 609 service processes.
• Support customer-facing communications through bilingual email copy, webinar and event messaging, customer announcements, and promotional materials.
• Created a centralized Customer Service Call Log to improve case documentation, assignment, follow-up, visibility, and accountability across the team.
• Improve internal workflows using SharePoint and Power Automate and created an internal staff chatbot to make frequently requested information easier to access.

Lecturer & Community Engagement Program Manager - Universidad Tecnológica ECOTEC - Guayaquil, Ecuador

(2019-09 - 2024-12)

• Developed digital training content, including blogs, podcasts, infographics, and learning materials, and facilitated workshops in marketing, customer service, sustainability, communication, and conservation.
• Taught marketing, research methodology, interpersonal communication, tourism, and critical-thinking courses in in-person and digital learning environments.
• Supervised 500+ student research projects, coaching participants on project planning, analysis, communication, and real-world problem solving.
• Designed and led collaborative educational and community projects that positively impacted 5,000+ individuals in rural communities.

Leveling Program Tutor - Universidad Estatal de Milagro - Milagro, Ecuador

(2018-11 - 2019-09)

• Provided personalized online academic support, monitored student progress, and improved engagement through interactive digital learning strategies.
• Prepared detailed feedback and performance assessments while supporting effective communication across virtual learning platforms.

Student Advisor, Academic Mobility / Administrative Advisor, Internationalization - Universidad de Guayaquil - Guayaquil, Ecuador

(2017-01 - 2019-04)

• Coordinated communication between students, faculty, administration, and international partners while supporting academic mobility and international programs.
• Managed schedules, reports, onboarding support, event logistics, records, and administrative processes for domestic and international initiatives.

Executive Administrative Assistant, Faculty of Psychology - Universidad de Guayaquil - Guayaquil, Ecuador

(2008-11 - 2017-12)

• Provided executive and administrative support, coordinated events, managed customer service activities, and supported accounts receivable for postgraduate programs.

Master's - Marketing of Tourism Products and Destinations - Escuela Superior Politécnica del Litoral (ESPOL) (2014 - 2016)

Bachelor's - Tourism and Hospitality Management - Universidad Católica de Santiago de Guayaquil (2009 - 2013)

Diploma - Academic Writing - SENESCYT - CAEU Virtual Platform (2015 - 2016)