Ana R. Castorena
Houston,TX
Summary
To secure a position with an established company and in a secure environment that will lead to an enduring association; where I will be able to utilize my administrative and CSR Skills.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
12
12
years of professional experience
Work History
CSR - Bilingual Customer Service Representative
Titan Technologies International
03.2023 - Current
- State assignment Assisted applicants with requirements info, scholarship, enrollment and status on application. Resolved tickets for parents, students and instructors. Reset Passwords for Parents, students and staff. Discuss additional options or escalated for auxiliary assistance from different departments. Provided empathy and reassurance to callers by listening and assisting to resolved the call. Supply the caller with answers and update on application info advised caller on other options to take.
- 40+ hours weekly
Tax Preparer
H & R Block
Houston, TX
12.2017 - 04.2025
- Cashier, receptionist, Prepared taxes, Closed out the cash drawer at the end of the day, set up appointments and confirmed appointments.
- 40+ hours weekly
CSR - Bilingual Customer Service Representative
Titan Technologies International
06.2022 - 03.2023
- Government assignment Assisted applicants with status on application and next step to take. Issued additional info and other guide lines to assist with application. Provided empathy and reassurance that and helped; informed the caller of all assistance provided by the agency and by external agencies. Supply the caller with answers and update on application info advised caller on other options to take.
- 40+ hours weekly
Bilingual Customer Service Representative
Maximus Inc.
07.2021 - 06.2022
- Provided customer service for Government agency, informed callers what the agency would be able to assist and instructed them on how to obtain the assistance. Provided general guidance on what numbers to contact to receive more information for their case.
- 40+ hours weekly
Bilingual Customer Service Representative
Maximus Inc.
10.2020 - 05.2021
- Provided customer service for survivors and assisted with forms for claims, dead lines and other services. Received 100 plus calls per day from survivors and Informed the caller of all assistance provided by the agency and by external agencies. Register callers for assistance, gave them additional information to help them out with interviews and inspectors. Supply the survivor with the necessary answers when needed an update on application or request on an appeal.
- 40+ hours weekly
Bilingual Customer Service Representative
Kforce Staffing
03.2020 - 05.2020
- Provided customer service to State of Florida residents. Duties included assisting clients with filling out applications for unemployment, Provided assistance with PIN resets, answered frequently asked questions relating to UI benefits and PUA benefits, forwarded FRAUD claims to appropriate channels. Created notes to client files and created client profiles on the Florida DEO.
- 40+ hours weekly
Administrative Assistant
Southwest Key Programs
Houston, TX
06.2018 - 09.2018
- Meet and greeted all visitors, employees and potential candidates. Provided the on-boarding service for candidates. Conducted background check by using DFPS system and provided the appointment for the drug screening. Handled confidential documents and reports and kept up with the employee files. Made sure all documentation was up to date. Time allocations were also assigned for over 150 plus employees.
- 40+ hours weekly
CSR - Bilingual Customer Service Representative
Titan Technologies International
League City, TX
11.2017 - 04.2018
- Assisted survivors with empathy and reassured them that help will be provided. Informed the caller of all assistance provided by the agency and by external agencies. Register callers for assistance, gave them additional information to help them out with interviews and inspectors. Supply the survivor with the necessary answers when needed an update on application or request on an appeal.
- 40+ hours weekly
Administrative Assistant
H & R Block Tax Services
Houston, TX
01.2017 - 04.2017
- Cashier, receptionist, data entry Scheduling appointment for the week.Prepared office deposits and performed close out daily, answered telephones, direct call and take messages. Maintained and updated client file, office inventory and maintained the office organized.
- 40+ hours weekly
CSR/ Call Center Operator
American Medical
Houston, TX
02.2016 - 06.2016
- Meet and greet the client at the front desk provide the assistance they request. Assist Clients with their tax return by looking for as many credits as we can provide. Given them a thorough explanation of the return. Advise the client with information that will allow them to have a better outcome for next year Houston, TX
- Provided members with information regarding transportation, reimbursement and hospital assistance. Obtained and entered as much data, to determine how to best assist the client. Supply the client with the necessary answers for their transportation, transportation reimbursement and Medical assistance.
- 40+ hours weekly
Administrative Assistant
Brock Group Services, LLC
Baytown, TX
07.2014 - 05.2015
- Obtains new hire’s information, validates all certification with the NCCER web site, and makes copies and logs in all data into the Employee BTLX Training log. Set up employees that have expiring certification for classes through HASC or ISTC. Assist in getting the employee the Motor Vehicle Registrar to become eligible to drive inside the establishment. In control of the Short Services Worker records for the Lubes Project, scheduling employees for their SSW classes and maintaining a daily log of over 200 employees. Weekly time keeping for The Flare Gas Project, for over 60 plus employees. Assist with any other duties as assigned i.e. file, copies, and data entry.
- 40+ hours weekly
Education
Liberal Arts - Humanities
University of Houston-DT
Houston, TXDiploma - undefined
Homer Hanna High School
Brownsville, TXSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Microsoft Excel
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Appointment scheduling
- Order processing
- Microsoft Office Suite
- Data collection
- Clerical support
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
CSR - Bilingual Customer Service Representative
Titan Technologies International
03.2023 - Current
CSR - Bilingual Customer Service Representative
Titan Technologies International
06.2022 - 03.2023
Bilingual Customer Service Representative
Maximus Inc.
07.2021 - 06.2022
Bilingual Customer Service Representative
Maximus Inc.
10.2020 - 05.2021
Bilingual Customer Service Representative
Kforce Staffing
03.2020 - 05.2020
Administrative Assistant
Southwest Key Programs
06.2018 - 09.2018
Tax Preparer
H & R Block
12.2017 - 04.2025
CSR - Bilingual Customer Service Representative
Titan Technologies International
11.2017 - 04.2018
Administrative Assistant
H & R Block Tax Services
01.2017 - 04.2017
CSR/ Call Center Operator
American Medical
02.2016 - 06.2016
Administrative Assistant
Brock Group Services, LLC
07.2014 - 05.2015
Diploma - undefined
Homer Hanna High School
Liberal Arts - Humanities
University of Houston-DT