Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Brenda Castellano

Fort Plain,NY

Summary

Experienced service-oriented customer support representative with over 30 years in contact center operations. Skilled in communicating with customers via phone, email, chat, and social media to address a wide range of concerns. Proficient in Word, Excel, ERP, IQMS, CIS, and Citrix, delivering exceptional communication with meticulous attention to detail. Capable of multitasking, critical thinking, and analytical problem-solving to ensure customer satisfaction.

Overview

16
16
years of professional experience

Work History

Remote Customer Service Representative

DiRAD Technologies
01.2025 - Current
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Collaborated with team members to problem solve issues
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Customer Service Representative

Epimed
06.2022 - 01.2025
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Streamlined order processing using CRM software, enhancing overall efficiency in service delivery.
  • Trained new staff on company policies and customer service protocols, ensuring consistency in service quality.
  • Collaborated with cross-functional teams to address client concerns and improve product offerings.
  • Monitored customer interactions to ensure compliance with company standards and procedures.
  • Developed training materials and resources, supporting ongoing development of team skills and knowledge.
  • 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.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.

Customer Service

Perrone Aerospace
11.2017 - 06.2022
  • Increased revenue through effective customer service and inventory management.
  • Processed customer orders efficiently, ensuring accuracy and timely fulfillment.
  • Utilized ERP systems to track order status and facilitate communication across departments.
  • Reviewed order documentation for compliance with company policies and procedures.
  • Trained new staff on order processing protocols and software applications.
  • Improved customer service ratings by addressing concerns promptly and professionally.
  • Met customer service goals and exceeded customer expectations.
  • Elevated customer satisfaction by optimizing customer service communication protocols.
  • Delivered exceptional customer service, addressing client concerns with empathy and understanding.
  • Provided customer service on accounts and resolved problems.
  • Developed strong relationships with clients through exceptional customer service skills.
  • Delivered exceptional customer service, fostering positive relationships and repeat business.
  • Cross trained in other departments when business needs were needed.


Customer Service

Miracle Ear
08.2016 - 11.2017
  • Coordinated appointment schedules, optimizing client availability and service delivery.
  • Resolved customer inquiries efficiently, enhancing overall satisfaction and retention rates.
  • Engaged with potential clients to qualify leads and set appointments for sales team.
  • Implemented strategic outreach initiatives, increasing the number of qualified appointments scheduled monthly.
  • Managed high call volumes while maintaining quality and accuracy in responses.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.

Customer Service Associate/Underwriting Clerk-

Accustaff-albany/Statefarm
09.2014 - 08.2016
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Assist medical providers, auto body shops, lawyers and customers with their auto or home owner claims In a timely manner.
  • Underwriting department/Mail room
  • Resolved customer inquiries through effective communication and problem-solving techniques.

Remote Customer Service

HSN-Home Shopping Network
09.2009 - 08.2014
  • Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns.
  • Recommended products to customers, thoroughly explaining details.
  • Responded to customer requests for products, services and company information.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Education

High School Diploma -

Pasco Comprehensive Highschool
Dade City FL
06-1990

Skills

  • Client support
  • Effective listening
  • Problem-solving skills
  • Efficient data input
  • Customer engagement
  • Conflict resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Effective conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Staff training

Interests

  • Exploring famous landmarks, historical sites, and cultural attractions in a new destination
  • Outdoor Recreation
  • Cooking
  • Hiking

Timeline

Remote Customer Service Representative

DiRAD Technologies
01.2025 - Current

Customer Service Representative

Epimed
06.2022 - 01.2025

Customer Service

Perrone Aerospace
11.2017 - 06.2022

Customer Service

Miracle Ear
08.2016 - 11.2017

Customer Service Associate/Underwriting Clerk-

Accustaff-albany/Statefarm
09.2014 - 08.2016

Remote Customer Service

HSN-Home Shopping Network
09.2009 - 08.2014

High School Diploma -

Pasco Comprehensive Highschool

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