Summary
Overview
Work History
Education
Skills
Timeline
Generic

Armanda Castillo

Arleta,California

Summary

Enthusiastic Senior Customer Service Representative with more than 30 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.

Overview

36
36
years of professional experience

Work History

Senior Customer Service Representative

Freedom Designs, Inc
07.1997 - Current
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Established strong rapport with customers, fostering long-term relationships and repeat business.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
  • Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
  • Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.

Customer Service Representative

800 Direct
02.1993 - 07.1997
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Shipping and Receiving Clerk

Softkat
04.1989 - 02.1993
  • Received incoming shipments, compared contents against associated records and transmitted to proper department.
  • Packaged goods in safe containers to prepare for shipping, adhering to packaging protocols.
  • Used pallet jacks and dollies to load and unloaded goods from trucks and containers.
  • Reduced shipping errors through meticulous inspection of outgoing packages and double-checking labels.

Education

High School Diploma -

San Fernando Senior High School
San Fernando, CA
06.1987

Skills

  • Customer Support
  • Complaint resolution
  • Quality Assurance
  • Call Control
  • Staff Training
  • Order Fulfillment
  • Call center experience
  • Calm and Professional Under Pressure
  • Data Entry
  • Order Processing
  • Administrative and Office Support

Timeline

Senior Customer Service Representative

Freedom Designs, Inc
07.1997 - Current

Customer Service Representative

800 Direct
02.1993 - 07.1997

Shipping and Receiving Clerk

Softkat
04.1989 - 02.1993

High School Diploma -

San Fernando Senior High School

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Armanda Castillo