ALEXANDRA CASTRO
Colorado Springs,CO
Summary
Dynamic, results-oriented leader with extensive experience driving customer experience, operational efficiency, and team performance. Proven ability to develop and execute strategic initiatives that enhance engagement, streamline processes, and foster a high-performance culture. Adept at managing large-scale projects, optimizing vendor relationships, and delivering exceptional employee and client experiences. Recognized for leadership excellence and innovative problem-solving.
Overview
10
10
years of professional experience
Work History
Site Engagement Manager
Tek Experts
Colorado Springs, CO
04.2023 - Current
- Spearhead company-wide engagement initiatives, driving a culture of collaboration, inclusion, and performance excellence
- Lead strategic vendor negotiations, optimizing procurement processes to maximize cost savings and operational efficiency
- Oversee and execute large-scale corporate events, aligning business objectives with employee experience enhancements
- Chair key committees, including Giving Back, DEI, Employee Engagement, and Safety, ensuring alignment with company values
- Manage high-profile client visits, delivering curated experiences that strengthen business relationships and elevate brand perception
Team Manager
Tek Experts
Colorado Springs, CO
10.2019 - 04.2023
- Led a high-performing team, implementing engagement strategies that boosted morale, productivity, and retention
- Designed and executed professional development programs, fostering talent growth and leadership succession
- Partnered with senior leadership to drive key business enablement initiatives and optimize service delivery
Azure Cloud Support Engineer
Tek Experts
Colorado Springs, Colorado
11.2018 - 09.2019
- Provided expert technical solutions for cloud infrastructure, ensuring high availability and system performance
- Leveraged analytics to optimize cloud operations, improving efficiency and minimizing downtime
- Collaborated cross-functionally to develop and maintain scalable cloud solutions
- Selected appropriate AWS service based on compute, data or security requirements.
Billing Representative
Charter Communications, Spectrum
Colorado Springs, CO
05.2017 - 10.2018
- Resolved complex billing discrepancies, maintaining a 98% accuracy rate in financial transactions
- Handled high-volume customer interactions, consistently exceeding service quality benchmarks
Technical Support Advisor
T-Mobile
Colorado Springs, CO
09.2016 - 04.2017
- Delivered exceptional technical support, achieving a 95%+ first-call resolution rate
- Translated complex IT issues into user-friendly solutions, enhancing customer satisfaction and retention
Mac+ Advisor
Apple
, Remote
09.2014 - 08.2016
- Delivered tier 1 & 2 technical support for Mac, iOS, and Apple ecosystem users, ensuring seamless functionality.
- Diagnosed and resolved hardware, software, and connectivity issues, maintaining a 95%+ customer satisfaction rate.
- Provided personalized technical guidance, empowering customers with proactive solutions and product knowledge, enhancing user experience.
Education
High School Diploma -
Canon City High School
Cañon City, CO05-2010
Skills
- Strategic Planning & Execution
- Employee Engagement & Retention
- Vendor & Budget Management
- Leadership & Talent Development
- Client Relationship Management
- Diversity, Equity & Inclusion (DEI) Initiatives
- Event Planning & Execution
- Operational Efficiency & Process Improvement
- Microsoft Office Suite & Business Applications
Timeline
Site Engagement Manager
Tek Experts
04.2023 - Current
Team Manager
Tek Experts
10.2019 - 04.2023
Azure Cloud Support Engineer
Tek Experts
11.2018 - 09.2019
Billing Representative
Charter Communications, Spectrum
05.2017 - 10.2018
Technical Support Advisor
T-Mobile
09.2016 - 04.2017
Mac+ Advisor
Apple
09.2014 - 08.2016
High School Diploma -
Canon City High School