Summary
Overview
Work History
Education
Skills
Timeline
Generic

Johana Murillo

Ryde,NSW

Summary

I am a quick thinker when it comes to leading teams and driving performance. Practical problem solver with excellent problem solving and conflict resolution skills to drive team and organisational success. Highly effective and knowledgeable in process improvement. I have experience leading team members in completing work on time. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and enforce company procedures. Excellent communication and listening skills. Provide leadership and vision that drives teams to meet objectives.

Overview

10
10
years of professional experience

Work History

Supervisor, Barista, Mesero, Host

Black & White Waiters
05.2021 - Current
  • Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
  • Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
  • Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
  • Developed staff skills through targeted training, resulting in improved performance and career growth opportunities.
  • Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
  • Conducted performance evaluations for staff members, identifying areas of improvement.
  • Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.

Training Manager

Accines & Valores, Stockbroker Of The Colombian
10.2018 - 07.2019
  • I was responsible for structuring the training area and designed the processes, policies and formats of the area to improve the productivity and effectiveness of the operation.
  • Implemented management indicators, for reporting purposes.
  • Evaluate the effectiveness of trainers and training processes to determine the impact of training on KPIs and the impact of training on area and company objectives.
  • Design together with Human Resources the processes and policies of sanctions for the operational and commercial area for failures in the operation and misuse of the system.
  • According to the reports generated by the operational and commercial quality area, this helped to reduce by 40% the misuse of the system and the processes in the customer service points.
  • Worked with the different areas involved in the operation to update processes and policies and formats, with this update trained 100% of operational and commercial staff.
  • In conjunction with Wester Union Panama we design and provide virtual training to operational and commercial staff on fraud, Sarlaft and updates to the Wester Union app and system.
  • I trained more than 500 transporters of Wester Union companies in the processes, proper use and function of the collection offices.
  • I was responsible for training on fraud, Sarlaft and updates to the Wester Union app and system for the 30 partner companies of Aciones y Valores and Wester Union.
  • Make alliances with SENA to implement Dual training as a back up strategy for the operation.
  • Implement basic document management standards in the company's customer service and operational areas.

Hoteles Decameron

Training Manager
04.2014 - 10.2017
  • Standardise the company's general induction for the 9 countries of the company Colombia, Ecuador, Peru, Panama, Costa Rica, Salvador, Mexico, Jamaica and Haiti, adjusting them to the legal regulations of each country, thus reaching 70 % of the company's collaborators.
  • Standardise, together with the processes area, the protocols, formats, processes and policies of the commercial and operational areas, thus improving the quality of customer service by 65 % and increasing the effectiveness of sales closures.
  • In conjunction with the welfare and legal areas, the sanctioning policies for the commercial and operational areas were redesigned, thus increasing compliance with the use of uniforms, use of facilities, adherence to shifts on time and reducing operational errors.
  • I achieved strategic alliances in Colombia with public and private entities for the design and development of training by labour competencies and the implementation of the Sectoral Technical Standards for the hotel and commercial operation sector, reaching 50% of the employees in Colombia.
  • I proposed the Decameron is bilingual programme and with the support of the public educational entities in Colombia, Peru and Ecuador, I designed and led the programme, which reached approximately 20% of the staff in each country.
  • I implemented the virtual training for the inductions and trainings for the operational and commercial area which had a reach of 70% of the company in the 9 countries.
  • In conjunction with the vice-presidency of technology, training and training plans were designed for the 9 countries for the development of Change Management and the implementation of SAP and ERP.
  • I supported the controllership team and the commercial vice-presidency in portfolio recovery by designing and implementing recreational and experiential strategies to reinforce knowledge of the products and services offered by the company in order to reduce operational errors.
  • I proposed, designed, planned and developed education fairs with public and private universities achieving agreements or discounts of up to 20% with the support of banks and other entities.
  • I proposed the Leadership School and with external advice was built for 40 leaders in Colombia, the design was built by ranks and subject to the budget, Colombia would be responsible for replicating the training in the other 8 countries.
  • I implemented some training and development methods for the commercial, operational, technology and accounting areas, such as project-based training and the seedbeds. This method helped the selection and recruitment area in their processes by 25%.
  • I set up working groups to find solutions to recurring problems between areas and, together with the process area, the necessary adjustments were made to bring the different areas togeth

Education

Vet Service Costumer

ILCS Australia,
Brisbane, QLD
2021

Specialisation in Pedagogy And Teaching.

Fundación Universitaria Del Área Andina
Bogota - Colombia
2017

Industrial Design

Fundacion Universitaria Jorge Tadeo Lozano
Bogota - Colombia
2007

Skills

  • Staff Management
  • Priority Management
  • Process Monitoring and Improvement
  • Industrial Hygiene
  • Training and Mentoring
  • Complex Problem-Solving
  • Goal-Oriented
  • Employee Motivation
  • Performance Evaluation
  • Active Listening
  • Technical Proficiency
  • Leadership Abilities
  • Team Building
  • Time Management

Timeline

Supervisor, Barista, Mesero, Host

Black & White Waiters
05.2021 - Current

Training Manager

Accines & Valores, Stockbroker Of The Colombian
10.2018 - 07.2019

Hoteles Decameron

Training Manager
04.2014 - 10.2017

Vet Service Costumer

ILCS Australia,

Specialisation in Pedagogy And Teaching.

Fundación Universitaria Del Área Andina

Industrial Design

Fundacion Universitaria Jorge Tadeo Lozano

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Johana Murillo