Antony Castle
Olympia,WA
Summary
Dynamic professional with extensive experience at the Washington State Department of Licensing, excelling in leadership and communication. Proven track record in managing escalated customer interactions and training teams, while proficient in Microsoft Excel. Committed to enhancing operational efficiency and achieving performance metrics through innovative solutions and effective workload management.
Overview
17
17
years of professional experience
Work History
LSR2/Customer Contact Center Operations
Washington State Department of Licensing
Olympia, USA
11.2022 - Current
- Managed escalated calls by composing responses in writing and providing verbal solutions.
- Facilitated meeting performance metrics through guiding customer contact processes.
- Conducted training sessions for employees and new hires on licensing regulations, laws, procedures, and processes in multi-divisions.
- Identified opportunities for internal and external workflow improvements.
- Successfully adhered to timelines by efficiently handling various tasks.
Digital Deposit Specialist
TwinStar Credit Union
Lacey, USA
08.2018 - 01.2021
- Responded to customer requests via telephone and email and effectively answered questions and inquiries
- Answered average of 50 calls and emails per day, addressing customer inquiries, solving problems and providing new product information
- Welcomes new members and assists them in the interim of their loan through a detailed member onboarding process
- Responsible for onboarding of new hire Digital Deposit Specialists
Claims Adjuster
Progressive Insurance
South Plainfield, USA
01.2012 - 03.2018
- Investigated claims, conducted field audits, determined losses and reported findings
- Obtained all necessary information to complete proper evaluation of injury claims
- Adhered to company and insurance client's guidelines in claims processes, estimate writing and claim closures
Manager
Enterprise
Seatac, USA
05.2008 - 01.2012
- Evaluated employee performances and prepared employee reviews and clearly communicated meaningful feedback
- Responsible for approving time cards, vacation and sick leave, and submitting payroll reports
- Lead presentations on sales and customer service
- Met with employees regularly to help them achieve their career goals
- Managed 100+ employees and fleet of 1000+ plus vehicles
Education
Bachelor of Science - Communication
Washington State University
Pullman, WA05.2008
Skills
- Proficient in PowerPoint
- Microsoft Outlook
- Microsoft Excel
- Microsoft Copilot
- Organization
- Leadership
- Communication
- Workload management
Timeline
LSR2/Customer Contact Center Operations
Washington State Department of Licensing
11.2022 - Current
Digital Deposit Specialist
TwinStar Credit Union
08.2018 - 01.2021
Claims Adjuster
Progressive Insurance
01.2012 - 03.2018
Manager
Enterprise
05.2008 - 01.2012
Bachelor of Science - Communication
Washington State University
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