Brandi Castanon
Louisville,KY
Summary
Dynamic customer service professional with a proven track record at Kapsch TrafficCom, excelling in complaint resolution and staff training. Adept at multi-task management and problem-solving, consistently exceeding performance metrics and enhancing customer satisfaction through effective communication and empathy. Recognized for delivering exceptional service and fostering team collaboration.
Overview
27
27
years of professional experience
Work History
CSR-2
Kapsch TrafficCom
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.
- 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.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new personnel regarding company operations, policies and services..
- Identified and resolved discrepancies and errors in customer accounts.
- 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.
CSR - Contracted to Kapsch
Kelly Services
Louisville, Kentucky
04.2024 - 08.2024
- Resolved customer issues with knowledgeable and friendly service.
- Provided outstanding service by attending closely to concerns and developing solutions.
- Processed orders and maintained accurate records using company software systems.
Boarding Supervisor
The Pet Station Country Club
05.2022 - 10.2023
- Supervised daily boarding operations, ensuring safety and comfort of all pets..
- Oversaw care for 30-150 pets during overnight shifts..
- Trained new staff on boarding techniques, ensuring consistency in care and safety protocols.
- Worked collaboratively with other members of the team in order to provide excellent customer service..
- Conducted regular inspections of facilities to maintain cleanliness and hygiene.
- Maintained detailed visit records, tracking tasks completed, medications given, and food and water intake to ensure comprehensive pet care.
- Administered oral medications prescribed by the veterinarian.
- Observed changes in behavior or physical condition of animals in order to alert supervisors or owners if any issues arise.
- Provided companionship and emotional support for distressed animals.
- Prepared food to meet the needs of animals under care with appropriate meals.
- Executed laundry, sweeping, and disinfection protocols to maintain cleanliness.
Customer Service Representative
Spectrum
03.2020 - 05.2022
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Resolved customer issues with knowledgeable and friendly service, enhancing customer satisfaction and loyalty.
- Recorded customer interactions, transactions, comments, and complaints to ensure accurate follow-up and service continuity.
Advanced Emergency Medical Technician/FTO
Yellow Ambulance
10.1999 - 10.2019
- Administered advanced life support techniques in emergency situations.
- 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 and healthcare facilities, ensuring timely and safe delivery.
- Communicated effectively with physicians and hospital personnel regarding patients' 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.
- Monitored patients' progress and documented treatments administered during transport, facilitating continuity of care.
- Prepared reports documenting patient information and care provided en route to the hospital.
- Provided instruction on proper first aid techniques, CPR, and other emergency medical procedures.
- Maintained equipment and ensured readiness for all emergency calls.
- Operated emergency medical vehicles safely and efficiently.
- Utilized airway adjuncts such as suctioning devices, oral pharyngeal airways, nasopharyngeal airways, and endotracheal tubes.
- Managed multiple tasks within an assigned area of responsibility while providing quality care for all patients.
- Remained level-headed and proactive during emergency situations.
Education
High School Diploma -
Whiteland Community High School
Whiteland, IN06-1998
Skills
- Customer Service
- Complaint and dispute resolution
- Conflict Mediation
- Call Management
- Customer Education
- Quality assurance controls
- Staff Training
- System implementation
- Multi-Task Management
- Problem solving
- Documentation
- Data Entry with typing 55 wpm
- Scheduling
Education and Training
other
Timeline
CSR-2
Kapsch TrafficCom
08.2024 - Current
CSR - Contracted to Kapsch
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