Angel Castro Rosado
Aguas Buenas
Summary
Bilingual professional customer service representative with expertise in mastering software systems and reducing call handling times, significantly enhancing client satisfaction. Demonstrated proactive problem-solving and critical thinking skills to ensure high-quality support across various roles, from security to customer support, always prioritizing efficient and effective resolutions
Overview
3
3
years of professional experience
Work History
Call Center Representative
Telecontacto
11.2023 - 03.2025
- Managed high call volumes while providing exceptional customer support and maintaining professional composure
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner
- Consistently maintain key performance metrics in English and Spanish
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs
Laborer/Customer Service Representative
Free Wind LLC
12.2021 - 07.2023
- Provided exceptional customer service for solar panel installation projects, addressing customer inquiries, scheduling installations, and ensuring a smooth and satisfactory experience from start to finish
- Experienced in the installation, maintenance, and manufacturing of windmills, ensuring efficient operation and adherence to safety standards
- Loaded, unloaded, and moved material to and from storage and production areas
- Expanded skill set through continuous learning of new techniques, tools, and equipment related to laborer tasks
- Contributed to successful completion of projects by following instructions from supervisors and adapting to changing priorities
- Demonstrated flexibility with shifting responsibilities based on project needs, contributing to overall productivity levels
Security Guard
Ranger
09.2021 - 12.2021
- Maintained a safe environment for staff and visitors through proactive surveillance and communication
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations
- Responded quickly to emergency situations to assess and deflect issues
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors
- Completed full building and grounds patrols to spot and investigate concerns
- Provided excellent customer service to clients while maintaining vigilance in addressing security concerns or issues that arose onsite
Education
High School Diploma -
Emadrian Bilingual School
Bayamón, Puerto Rico05-2019
Skills
- Customer service
- Problem-solving skills
- Customer support
- Bilingual
- Data entry
- Critical thinking
- Computer proficiency
- Conflict resolution
- Microsoft outlook
Languages
English - fluent
Spanish - fluent
Timeline
Call Center Representative
Telecontacto
11.2023 - 03.2025
Laborer/Customer Service Representative
Free Wind LLC
12.2021 - 07.2023
Security Guard
Ranger
09.2021 - 12.2021
High School Diploma -
Emadrian Bilingual School