ALEXIS CONRAD CASTRO
Customer Service
Phoenix,Arizona
Summary
Positive and upbeat Manager bringing 12 years of customer service experience along with 5 years of management experience. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain long-term loyalty. I have strong work ethic, professional demeanor, and great initiative.
Overview
23
23
years of professional experience
Work History
On-line Manager/Owner/Operator
Tobasham
Phoenix, Arizona
02.2021 - Current
- Resolved issues quickly to maintain productivity goals and accomplished multiple tasks within established time frames
- Resolved issues quickly to maintain productivity goals.
- Developed and maintained relationships with customers and suppliers through account development
- Coordinated special projects and managed schedules
- Maintained computer and physical filing system
- Developed and produced products and copy for company
- Built and maintained company website
- Created all marketing materials and maintained all social media platforms such as Facebook and
- Tic Tok.
Field Operator/Team Investigator
Target CW
Phoenix, Arizona
09.2018 - 01.2020
- Responsible for mentoring new employees and training on company safety standards keeping scooter related accidents from occurring 98% to 100%
- Transport Scooters to required locations, removing all scooters in red zone
- Make sure all scheduled task is completed accurately
- Completed daily housekeeping tasks to keep scooters compliant and ready for customers
- Verified work of all remote staff, documented when the staff was not in compliance and sent reports directly to the manager
- Saved the company about $190,000 in revenue from hours saved from staff either getting in compliance or from being terminated because of my findings
- Also, from being a trainer part
Customer Service Supervisor
Target
Phoenix, Arizona
04.2015 - 09.2018
- Performed refunds and worked closely with UPS and USPS tracking shipments and arranging pick-up and cancellations
- Handled complaints from customers through phone, chat, and email with compassion and integrity which resulted in a 20% increase in first call resolution
- Utilized customer service skills to calm irate callers and addressed negative customer feedback immediately
- Which maintained ratings high
- Monitored daily activities of the customer service team, providing guidance and encouragement to optimize productivity
- Assisted staff in resolving complex customer issues and implementing targeted solutions.
Partner Account Specialist
Yodle
Scottsdale, AZ
01.2014 - 04.2015
- Responded and executed 50 or more inbound device requests via telephone and email inquiries
- Gave feedback to management regarding necessary changes and updates, including policies, upgrades, and customer care issues
- Investigated
- Performance issues with the client (search engine marketing) SEM and search engine optimization (SEO) campaigns.
Lighthouse Marketing Associate
Yodle
Scottsdale, AZ
05.2014 - 12.2014
- Create initial website and SEM/SEO campaigns following Yodle protocols for new customers daily
- Complete initial error checks on new accounts to ensure they are spending and live without error
- Respond to website and campaign change requests via a queue
- React quickly to escalated accounts assigned to you for fast completion
- Work with leadership to provide feedback and suggestions on how to improve overall process as well as report any troubleshooting issues
Document Imaging Specialist
ICM Document Solutions
Phoenix, Arizona
06.2011 - 12.2013
- Utilized fast document scanner to scan approximately 3000 images per hour, large format documents and large maps.
Manager
Rem-Ri Publishing LLC
Phoenix, Arizona
03.2007 - 05.2011
- Implemented HR policies, procedures, and programs on a consistent basis
- Approved travel expenses and reimbursement requests
- Led employee performance reviews and discussed improvement strategies with each team member
- Managed day-to-day operations, including supervision and assignment delegation for a member team of 12
- Increased productivity by 20% and reduced material waste by 10% by consistently seeking efficiencies
- Decreased costs by negotiating with vendors and suppliers for better prices.Oversaw personnel recruitment, performance, and scheduling
- Saved the company an average of about $150,000 a year in hours from performing two other full
Administrative Assistant
San Jose Mercury News
San Jose, California
01.2005 - 02.2007
- Improved office efficiency and customer service by 60% by overhauling previously haphazard filing system
- Collected and organized sales performance and forecast analysis on weekly basis
- Completed minor advertising graphic adjustments for sales representatives to achieve high-level customer satisfaction results
- Provided administrative support on marketing projects supporting Cars.com and
- Apartments.com
- Created and maintained spreadsheets and developed administrative and logistical reports
- Processed financial documents including contracts, expense reports, and invoices
- Tracked and submitted employee timesheets to the accounting department for payroll processing.
Enrollment Specialists
University of Phoenix
Phoenix, Arizona
01.2003 - 01.2004
- Provided excellent customer service in a high-volume call center and assisting potential students with enrollment questions and sending out literature
- Documented student information into database and allocated leads according to guidelines set by departmental policy
- Investigated and researched errors in sales lead assignments, communicated closely with enrollment managers and counselors
- Oversaw training for all new employees and current employees, coordinated refresher training classes and updates to procedures.
Customer Service Payroll Specialists
Honeywell Global Business Service
Tempe, Arizona
04.2000 - 01.2003
- Provided excellent customer service in a high-volume call center in payroll environment
- Corrected payroll issues such as incorrect hours, taxes, Holiday pay, vacation, and sick time
- Administered changes in tax status, address, direct deposit, and state of residency as well as field W-2 inquiries
- Handled data entry of all new employee’s tax information and kept excel spreadsheet with totals and balanced payroll every month, reporting to department manager
- Used payroll accounting software PeopleSoft on daily basis
Education
GED -
Mcclintock High School
Tempe, AZ 07.1996 - 07.1996
No Degree - Information Technology
DeVry University
Phoenix 05.2001 -
Skills
Technical Skillsundefined
Timeline
On-line Manager/Owner/Operator
Tobasham
02.2021 - Current
Field Operator/Team Investigator
Target CW
09.2018 - 01.2020
Customer Service Supervisor
Target
04.2015 - 09.2018
Lighthouse Marketing Associate
Yodle
05.2014 - 12.2014
Partner Account Specialist
Yodle
01.2014 - 04.2015
Document Imaging Specialist
ICM Document Solutions
06.2011 - 12.2013
Manager
Rem-Ri Publishing LLC
03.2007 - 05.2011
Administrative Assistant
San Jose Mercury News
01.2005 - 02.2007
Enrollment Specialists
University of Phoenix
01.2003 - 01.2004
No Degree - Information Technology
DeVry University
05.2001 -
Customer Service Payroll Specialists
Honeywell Global Business Service
04.2000 - 01.2003
GED -
Mcclintock High School
07.1996 - 07.1996
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