Brandi Castanon
Louisville
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
26
26
years of professional experience
Work History
CSR-2
Kapsch TrafficCom
Louisville, KY
08.2024 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Educated customers on product usage and service features to enhance user experience.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Cross-trained and provided backup support for organizational leadership.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Trained staff on operating procedures and company services.
- Identified and resolved discrepancies and errors in customer accounts.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Resolved customer inquiries efficiently, enhancing overall satisfaction levels.
- Managed escalated issues, ensuring timely resolution and maintaining service quality.
- Trained new team members on customer service protocols and company systems.
- Developed training materials that increased staff competency in product knowledge.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Service Representative
Kelly Services
Louisville, KY
04.2024 - 08.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Managed high-volume calls while maintaining composure and professionalism.
- Resolved customer inquiries through effective communication and problem-solving techniques.
Boarding Supervisor
The Pet Station Country Club
Louisville, KY
05.2022 - 10.2023
- Monitored the boarding process to ensure compliance with regulations and safety standards.
- Supervised daily boarding operations, ensuring safety and comfort of all pets.
- Enhanced customer satisfaction through effective communication and personalized service strategies.
- Maintained accurate records of pet care activities, ensuring compliance with industry standards.
- Trained new staff on proper boarding techniques.
- Developed and implemented training programs to ensure crew members were adequately prepared for their roles.
- Collaborated with other trainers to develop effective methods for teaching new concepts.
- Ensured that all safety protocols were followed during training sessions.
- Explained goals and expectations required of trainees.
- Maintained detailed records of each visit, including tasks completed, medications administered, food and water intake.
- Administered oral medications as prescribed by the veterinarian or client instructions.
- Kept work area clean by sanitizing cages, dishes, bedding, toys. after use.
- Worked collaboratively with other members of the team in order to provide excellent customer service.
- Prepared food to meet needs of animals under care with appropriate meals.
- Managed 30-150 pets on a single night.
Customer Service Representative
Spectrum
Louisville , KY
03.2020 - 05.2022
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Maintained strong call control and quickly worked through scripts to address problems.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Advanced Emergency Medical Technician/FTO
Yellow Ambulance
Louisville, KY
10.1999 - 10.2019
- Assisted in providing medical care to patients with life-threatening conditions and injuries.
- Performed basic life support procedures such as cardiopulmonary resuscitation and automated external defibrillation.
- Transported patients to hospitals or other healthcare facilities using ambulances or other vehicles.
- Communicated effectively with physicians and hospital personnel regarding patient's condition during transport process.
- Operated specialized medical equipment such as ventilators, cardiac monitors and suction devices.
- Collaborated with other medical professionals to ensure quality of care for all patients.
- Provided instruction on proper first aid techniques, CPR, and other emergency medical procedures.
- Evaluated trainees' performance during drills and exercises to ensure competency in skills being taught.
- Maintained detailed records of all trainee progress throughout the course.
- Provided guidance on proper medical techniques and safety protocols.
- Instructed trainees on proper documentation methods for patients' conditions upon arrival at hospital facilities.
Education
High School Diploma -
Whiteland Community High School
Whiteland, IN06-1998
Skills
- Complaint resolution
- Data Entry
- Call Management
- Customer Education
- Customer Service
- Product Education
- Research
- Conflict Mediation
- Dispute Resolution
- Staff Training
- Courteous demeanor
- Multi-Task Management
Education and Training
other
Timeline
CSR-2
Kapsch TrafficCom
08.2024 - Current
Customer Service Representative
Kelly Services
04.2024 - 08.2024
Boarding Supervisor
The Pet Station Country Club
05.2022 - 10.2023
Customer Service Representative
Spectrum
03.2020 - 05.2022
Advanced Emergency Medical Technician/FTO
Yellow Ambulance
10.1999 - 10.2019
High School Diploma -
Whiteland Community High School