Akilah Castillo
Dallas,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Highly organized Client Service Representative possessing strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service. Successful knowledge operations manager with 20 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
22
22
years of professional experience
Work History
Client Service Professional
H&r Block
01.2019 - 04.2019
- Assisted colleagues with special projects in administrative areas to uphold strict service standards.
- Participated in regular training and workshops to keep up-to-date on all company products and services.
- Responded to customer questions via phone, email, and in person.
- Kept meticulous records of all client conversations, implementing new data into computer systems each day.
- Responsible for welcoming clients, identifying and addressing client needs, and maintaining a pleasant and business-like atmosphere and attitude.
- Used systems to schedule and confirm appointments, check in clients, match clients to optimal Tax Professionals, and effectively manage client flow in the tax office.
- Routinely balanced cash register and received cash, check, and credit card payments for provided tax services; and provided clients with completed tax returns and checks.
- Active and cooperative member of the office team by participating in office and district-level marketing activities to grow business and revenue.
Insurance Loss Inspector
Safeguard Properties
04.2017 - 03.2018
- Provided over 400 insurance loss inspections to insurance companies that repairs and rehab work were successfully completed prior to release of insurance funds
- Scheduled appointments with homeowners to survey the extent of damage, completed percentage of repairs, and borrower's satisfaction with repairs.
- First line of defense, timely and accurate property inspections providing critical information about condition and occupancy status of property so that steps can be taken to secure and protect it.
- Developed and implemented systems to ensure all parties are current and up to date on all inspections while providing full customer service support to the client.
Administrative Assistant to the President
Prochofer Transportation
01.2014 - 03.2017
- Creatively designed marketing and advertising campaigns to generate new business.
- Increased effectiveness of marketing programs while simultaneously boosting gross sales by 37K annually.
- Trained all employees in company policies and procedures necessary for their position.
- Provided exceptional technical support and expertise in area of document retention and record keeping.
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments coordinating travel arrangements to optimize time.
- Respond to all customer requests for information, quotes and billing questions.
Knowledge Operations Manager
United States Air Force, USAF
10.2006 - 01.2012
- Controlled and planned for organization's data assets. Protected assets from attempted theft and mitigated risk to the Air Force
- Increased efficiency of the entire office by reviewing all business operational procedures.
- Changed outdated or unnecessary content to decrease the amount of administrative work.
- Organized and structured data for specific individual purposes within context of end use.
- Enhanced the ability to retrieve and safeguarded all critical information systems.
- Updated appropriate database corresponding to safe storage and handling of confidential documents.
- Streamlined reporting process and increased efficiency in reporting by 88%
Records Manager
United States Air Force, USAF
10.2006 - 01.2012
- Successfully implemented electronic records management policies and procedures. Trained and educated management on the effectiveness and business case for strict policies.
- Promptly responded to Freedom of Information Act (FOIA) requests. Upheld all Privacy Act standards and maintained 100% compliance to participating programs.
- Facilitated training course for all staff on the importance of safe record keeping. Improved employee awareness and involvement of the safe keeping of all electronic information.
- Implemented electronic records management principles in local records management training courses while continually assisting Functional Area Records Managers and base agencies with maintaining data compliance.
- Managed a team of 23 direct report professionals with over 126 indirect reports, ensured timely compliance of all deadlines.
- Adhered to established procedures for handling sensitive and classified documents to retain chain of custody integrity.
Information Manager
United States Air Force, USAF
06.1997 - 10.2006
- Trained Information Managers on-site. Customized the training topics and information based on the manager's functional area of expertise.
- Monitored and maintained multiple databases that included classified and sensitive information. Proactively identified and fixed roadblocks and functionality issues with the database.
- Suggested improvements to documents and closed the gap by performing a constant analysis of records. Boosted productivity by 100% through the standardization of documents.
- Managed administrative tasks including preparing correspondence, accounting, and financial documents for analysis, fielding phone calls, and providing general support to military and civilian personnel.
- Led on-site training for Information Managers and assisted various groups with document organization and dissemination during acquisitions.
- Responded to numerous reference calls daily, helping patrons with specific information needs.
Education
Bachelor of Science - Management
University of Phoenix
Tempe, AZ05.2015
Associate of Science - Information Technology
Community College of The Air Force
Montgomery, AL03.2012
Skills
- Digital Preservation
- Client Rapport-Building
- Microsoft Access
- Performance Improvement
- Employee Performance Reviews
- Environmental Impact Management
Timeline
Client Service Professional
H&r Block
01.2019 - 04.2019
Insurance Loss Inspector
Safeguard Properties
04.2017 - 03.2018
Administrative Assistant to the President
Prochofer Transportation
01.2014 - 03.2017
Knowledge Operations Manager
United States Air Force, USAF
10.2006 - 01.2012
Records Manager
United States Air Force, USAF
10.2006 - 01.2012
Information Manager
United States Air Force, USAF
06.1997 - 10.2006
Bachelor of Science - Management
University of Phoenix
Associate of Science - Information Technology
Community College of The Air Force