Ashley Castillo-Singh
Apopka,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Seeking an opportunity to maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
16
16
years of professional experience
Work History
IRhythm Technologies-Customer Care Advocate- Work From Home
Sutherland Global
05.2023 - Current
- Deliver innovations that improve quality of health care and patient experience
- Improved customer satisfaction by addressing and resolving complaints efficiently.
- Provide superior customer care by troubleshooting patient issues related to product, services and patient enrollment
- Enhanced company reputation through exceptional customer service and follow-up on inquiries.
- Maintain positive attitude and working relationship with all patients.
- Streamlined communication channels for quicker problem-solving and increased customer loyalty.
- Maintained high levels of customer retention with proactive outreach initiatives.
- Improve customer satisfaction by addressing and resolving complaints efficiently.
- Educated customers on product features, benefits, and usage, resulting in higher user satisfaction.
- Enhance company reputation through exceptional customer service and follow-up on inquiries.
- Leveraged strong listening skills to identify customer needs and recommend appropriate solutions
- Navigate multiple computer systems and applications to find information
Lending Club Member Recovery Specialist-Collections, Work From Home
Sutherland Global
04.2022 - 05.2023
- Handled all loan accounts that were in delinquent status based on company policies
- Answered inbound calls to address member needs when related to payments on accounts that have fallen behind on payments anywhere from 1-120 days past due including those accounts that are post charge-off
- Ensured to maintain Lending Care principles in place such as Build Relationship, Make it Easy and Think ahead
- Keep up with fast paced, high volume environment as part of team where performance shows excellence and people centric values are core to success
- Influence and persuade members to make decisions through effective negotiations which best benefit member and also meet their financial obligations
- Manage difficult conversations with ability to overcome objections during process.
- Utilized strong negotiation skills to persuade debtors toward mutually beneficial payment plans or settlements, avoiding costly litigation when possible.
- Enhanced debt recovery rates by implementing effective collection strategies and techniques.
- Improved client satisfaction through timely communication and resolution of account discrepancies.
Customer Care Representative-Work From Home
Mass Markets
02.2021 - 08.2021
- Improved customer satisfaction by efficiently addressing and resolving issues in timely manner.
- Enhanced team productivity through effective collaboration and communication with colleagues.
- Operated basic computer functions, and have stable internet connection.
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Delivered prompt service to prioritize customer needs.
Physical Education Paraprofessional
Orange County Public Schools
09.2018 - 12.2018
- Enhanced student fitness levels by implementing diverse and engaging physical activities in daily routines.
- Promoted healthy lifestyle for students by incorporating wellness education into curriculum.
- Provided staff support in educational environment, with emphasis on providing instructional support in physical education classes
- Assisted lead Physical Education teacher with lesson planning, ensuring optimal learning experiences for all students.
- Helped teacher prepare instructional material and displays.
ESOL Paraprofessional
Orange County Public Schools
08.2017 - 09.2018
- Enhanced language skills by providing individualized instruction and support to ESOL students.
- Supported classroom teachers in implementing lesson plans tailored to diverse needs of ESOL learners.
- Provided instructional assistance and support for ESOL students within classroom during instructional time
- Provided students basic instruction in reading, math, spelling, or other educational -related activities
- Collaborated with colleagues to develop effective strategies for supporting language acquisition among students.
- Assisted in administering assessments and collecting data, tracking student progress and identifying areas for improvement.
- Implemented supplemental programs designed specifically for ESOL students, targeting gaps in reading comprehension or writing abilities essential for academic success across content areas.
- Provided staff support, with emphasis on providing bilingual communication support to teachers, staff and students
- Interpret and translate classroom assignments, parent and student communications, and other school activities to support comprehension and transition for students for whom English is secondary language.
Access Service Representative
North Shore Long Island Jewish Hospital
08.2013 - 01.2016
- Conducted interviews to obtain patient demographics, insurance and financial information in order to input patient into registration system
- Streamlined patient registration process by implementing efficient data entry techniques and prioritizing accuracy.
- Enhanced patient satisfaction with timely and accurate scheduling of appointments, ensuring minimal wait times.
- Obtained appropriate signatures on medical, legal and financial forms
- Maintained strict adherence to HIPAA regulations while handling sensitive patient information, ensuring confidentiality and security at all times.
- Contributed to welcoming environment by providing friendly, empathetic customer service during each interaction with patients and family members.
- Worked diligently to address and resolve any patient concerns regarding their experience with organization, demonstrating commitment to exceptional customer service.
- Coordinated seamless communication between patients and healthcare providers, fostering positive care experience for all parties involved.
Guest Service/Cashier
Target
06.2008 - 12.2010
- Enhanced customer satisfaction by providing efficient cash handling and prompt service.
- Assisted guests through front lanes quickly and accurately, making sure our guests left happy
- Streamlined payment processes for improved guest experience and reduced wait times.
- Assisted guests with inquiries or concerns, resolving issues quickly to ensure satisfaction.
- Maintained clean and organized workspace, ensuring optimal efficiency and professionalism.
Front Desk Receptionist
Kids Start Pediatrics, PC
06.2009 - 12.2009
- Greeted patients at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at front desk
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization
- Scheduled appointments accurately using reservation software, reducing conflicts or double bookings
Education
Bachelor of Science - Educational Studies
Grand Canyon University
Phoenix, AZ11.2021
Associate of Science - Health Information Management
Anthem College
Phoenix, AZ11.2012
Skills
- Organizational Skills
- Adaptability
- Relationship Building
- Telephone Etiquette
- Record Keeping
- Interpersonal Skills
- Effective Communication
- Inbound Customer Service
Languages
Spanish
Native or Bilingual
Timeline
IRhythm Technologies-Customer Care Advocate- Work From Home
Sutherland Global
05.2023 - Current
Lending Club Member Recovery Specialist-Collections, Work From Home
Sutherland Global
04.2022 - 05.2023
Customer Care Representative-Work From Home
Mass Markets
02.2021 - 08.2021
Physical Education Paraprofessional
Orange County Public Schools
09.2018 - 12.2018
ESOL Paraprofessional
Orange County Public Schools
08.2017 - 09.2018
Access Service Representative
North Shore Long Island Jewish Hospital
08.2013 - 01.2016
Front Desk Receptionist
Kids Start Pediatrics, PC
06.2009 - 12.2009
Guest Service/Cashier
Target
06.2008 - 12.2010
Bachelor of Science - Educational Studies
Grand Canyon University
Associate of Science - Health Information Management
Anthem College