Amiee Castro
North Highlands,CA
Summary
Customer Manager offering 14-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback. Strong people management skills and ability to coach, lead and develop employees.
Overview
17
17
years of professional experience
Work History
Live Service Supervisor-Chat
Gap Inc.
09.2022 - Current
- Execute Contact Center strategy for remote operation ensuring customer satisfaction across multiple brands.
- Cultivate positive rapport with fellow employees to boost company morale and promote employee retention.
- Establish performance goals for employees and provided feedback on methods for reaching those milestones
- Review Chats and cases for opportunities, celebrate successes along with providing feedback on opportunities, coaching sessions that include role plays, ensure documentation, and hold representatives accountable for their results and actions.
- Support and improve customer experience and satisfaction through key metrics
Customer Experience Manager
AmeriGas
09.2020 - 04.2022
- Supervised daily operations to maximize customer satisfaction and employee productivity.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Coach and Develop supervisors
- Delegate tasks to supporting team members
- Review calls and cases for opportunities, celebrate successes along with providing feedback on opportunities, coaching sessions that include role plays, ensure documentation, and hold representatives accountable for their results and actions.
- Facilitate workshops for supervisors and hybrid agents to learn the ACE Vending Portal.
- Established performance and service goals and held associates accountable for individual performance.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations
- Developed new employees and on-going performance assessment of current employees
- Manage ongoing recruiting for the RCC
- Supervised daily operations to maximize revenue, customer satisfaction and employee productivity.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
AVAT/ ECC Customer Care Supervisor
AmeriGas Propane
01.2017 - 09.2020
- Managed team of 10-15 employees, overseeing hiring, training and professional growth of employees.
- Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
- Increased customer satisfaction by resolving issues
- Review calls and call logs for opportunities, celebrate successes along with providing feedback on opportunities, coaching sessions that include role plays and review of QA's, ensure documentation, and hold representatives accountable for their results and actions.
- Monitored compliance risks while adhering to safety protocols.
- Developed new employees and on-going performance assessment of current employees.
- Facilitate workshops for supervisors and hybrid agents to learn the ACE Vending Portal.
- Review and manage customer accounts using SAP, including processing payments and fuel order requests.
- AmeriGas 2.0- worked directly with CRM team to develop the data base for Vending.
- Recruiting new members for RCC Team.
- ACE Task Force.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Advance Leadership Program started October 2019.
Care/Bilingual Customer Care Supervisor
Verizon Wireless
07.2010 - 01.2017
- Manage team of 13 direct reports.
- Facilitate day to day operations.
- Inspect for opportunities, address successes, build commitments, facilitate one on one coaching sessions, ensure documentation, and hold representatives accountable for their results and actions.
- Identify and further develop representatives with career progression goals, assist with further development of success, as well as recognize and coach to opportunities.
- Hold regular team meetings and trainings to ensure front line team is kept to date on all tracked/non tracked trainings.
- Maintain successful partnerships with all levels of leadership and Human Resources.
- Review and manage billing system requesting, including taking payments, managing payment arrangements and partnering with Financial Services team.
- Resolved concerns with products or services to help with retention and drive sales.
- Processed orders, credits and tracked returns.
- Updated and maintained information in customer accounts.
- Achieved and maintained departmental performance standards.
- Exceeded goals through effective task prioritization and great work ethic
Coordinator
Verizon Wireless
08.2007 - 06.2010
- Motivated environment and employee morale with weekly competitions.
- Managed over 40 customer calls per day
- Identified areas of opportunities for development in transition representatives.
- Resolved concerns with products or services to help with retention and drive sales.
- Updated and maintained information in customer accounts.
- Processed orders, credits and tracked returns.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Described product highlights and benefits to help guide purchasing decisions.
- Achieved and maintained departmental performance standards.
- Bilingual Representative of the Year – Based on Performance.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers
Education
High School Diploma -
Casa Roble Fundamental High School
Orangevale, CASkills
- Fourteen years of contact center leadership roles
- Strong verbal and written communication
- Good listening skills
- Coaching and mentoring
- Relationship-building
- Strategic planning
- Prioritize and adaptability
- Organizational and multitasking abilities
- Analytical problem solver
- Troubleshooting and conflict resolution
- Staff Onboarding
- Computer proficiency; Microsoft Office, Windows applications, Sales Force, SAP, IBM Notes, Unified Service desk CRM, CUIC, CCE Finesse, Zoom, and Teams
Timeline
Live Service Supervisor-Chat
Gap Inc.
09.2022 - Current
Customer Experience Manager
AmeriGas
09.2020 - 04.2022
AVAT/ ECC Customer Care Supervisor
AmeriGas Propane
01.2017 - 09.2020
Care/Bilingual Customer Care Supervisor
Verizon Wireless
07.2010 - 01.2017
Coordinator
Verizon Wireless
08.2007 - 06.2010
High School Diploma -
Casa Roble Fundamental High School