Professional Summary

Quincy, MA • +1 857 249 1584 • gandhymorillo@gmail.com

Dedicated and customer-focused Customer Service Specialist with 4 years of experience delivering exceptional support and fostering strong client relationships. Skilled in handling inquiries, resolving issues efficiently, and ensuring a seamless customer experience. Adept at multitasking in fast-paced environments, leveraging strong communication and problem-solving skills to enhance customer satisfaction.
Bringing a graphic design background, proficient in Adobe Creative Suite (Photoshop, Illustrator, InDesign) to assist with branding, marketing materials, and visual content. Experienced in CRM systems like Monday and Trello, as well as Google Suite for efficient workflow management. Passionate about delivering top-tier service, creating engaging visuals, and contributing to a dynamic, customer-centric team.

Work Experience

Client Specialist Satisfaction and Operations

Elyon Legal, PLLC-Boston, MA
March 2022 to Present

As the Client Specialist- Satisfaction, spearhead operational efficiency and business development through strategic process automation and workflow optimization. My role bridges legal services with technology-driven solutions to enhance productivity and client engagement.

  • Workflow & Process Automation: Designed and implemented internal and external ticketing systems using Monday.com, improving case management and team collaboration.
  • Operational Process Design: Developed detailed operations process diagrams to standardize workflows, improve efficiency, and reduce bottlenecks.
  • Business Development & Content Management: Created and managed HoneyBook files and content, enhancing the firm’s service delivery and client interactions.
  • Sales & Client Engagement: Developed and optimized email templates for sales outreach and client follow-ups, ensuring consistent and professional communication. Managed outbound sales calls to engage and convert prospects.
  • Case Tracking & Data Analysis: Established comprehensive case-tracking systems to monitor client progress, legal deadlines, and success rates. Analyzed data from lead generation to client conversion to refine business strategies.

Project Coordinator

CookiesJar-Santo Domingo
January 2021 to October 2024

  • Utilize Agile methodologies (Scrum, Kanban) to manage projects, facilitating sprints, stand-ups, and retrospectives.
  • Develop and maintain project timelines, milestones, and roadmaps, ensuring clear task delegation and workflow optimization.
  • Manage cross-functional teams, assigning tasks, tracking progress, and resolving blockers to keep projects on schedule.
  • Coordinate and oversee multiple software development projects, ensuring timely delivery and alignment with client expectations.
  • Work closely with developers, designers, and stakeholders to define project scopes, requirements, and deliverables.

Administrative Assistant

Lightning-Fast Logistics, LLC – Quincy, MA
December 2020 to December 2021

  • Managed the driver hiring process, utilizing Trello to track applications, schedule interviews, and ensure timely follow-ups.
  • Conducted outreach to potential drivers, providing essential information about job requirements and company expectations.
  • Coordinated pre-employment screenings and medical testing with external companies, such as Quest Laboratories.
  • Processed payroll using Paycom, ensuring accuracy and timely compensation for drivers.
  • Analyzed driver performance data, identifying key trends and areas for improvement.
  • Created clear, data-driven reports to provide actionable feedback to drivers and enhance overall operational efficiency.
  • Maintained organized records and streamlined administrative processes to support the logistics team.

Project Manager

Berrywhale-Santo Domingo, Dominican Republic
October 2016 to August 2018

  • Lead and coordinate marketing campaigns for tourism clients, ensuring seamless execution across email marketing, social media, and digital platforms.
  • Collaborate closely with the design and development teams to create compelling visuals, engaging content, and high-performing websites tailored to client needs.
  • Spearhead email marketing initiatives, crafting targeted campaigns that drive engagement, bookings, and brand awareness for clients.
  • Oversee social media strategy and content planning, leveraging platforms like Instagram, Facebook, and LinkedIn to boost client visibility and engagement.
  • Provide strategic guidance to clients on digital marketing best practices, helping them refine their messaging, audience targeting, and conversion strategies.
  • Foster strong relationships with clients through regular communication, ensuring satisfaction and long-term partnerships.

Education

Associate’s degree in Communication Design

Bunker Hill Community College – Boston, MA
January 2023 to Present

Training program in Customer Service Specialist

Computer Systems Institute – Charlestown, MA
January 2022 to January 2023

Career program in Digital Multimedia

CSI – Charlestown, MA
November 2019 to October 2020

Associate in Multimedia

ITLA – Santo Domingo
January 2011 to October 2013

Skills

● Microsoft Office (6 years)
● Asana
● Monday
● Notion
● Zapier
● Google Suite (7 years)
● Trello (7 years)
● POS (2 years)
● CRM software (6 years)
● Adobe Suite (7 years)
● Project management
● Phone Etiquette & Call Handling (4 years)
● Customer Check-In
● Appointment scheduling (3 years)
● Data entry (3 years)
● Account management
● Marketing
● Design thinking (6 years)
● Email marketing (4 years)

Languages

Spanish – Expert

Certifications and Licenses

● Content Marketing
● Online Marketing Foundations
● Scrum: The Basics
● Business Administration
● Labor Relations Management
● Introduction to Financial Statement
● Accessibility Fundamentals – Disabilities, Guidelines, and Laws
● Driver’s License