Carmen Graciela Castillo
San Antonio,Texas
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
20
20
years of professional experience
Work History
Bilingual Customer Service Representative
Southwest Airlines
02.2017 - Current
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
- Utilized advanced knowledge of products and services to provide accurate information to customers while upselling when appropriate.
- Streamlined communication for non-English speaking customers, providing accurate translations of company policies and product information.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Mentored new hires by sharing best practices, offering guidance, and modeling exemplary customer service techniques.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
Family Service Worker
Upbring Foster In Texas
09.2013 - 02.2017
- Assisted both Kinship and Traditional Prospective Foster Parents through the licensure process which included training
- Completed monthly reports required by TDFPS contract on a monthly basis as an Area Director and provided supervision on a monthly basis while managing the day to day operations
- Monitoring foster families daily to ensure compliance with Texas Department of Family Protective Services CPA minimum standards in all job roles while at Upbring
- Completed Intake Assessments, Service Plans and Case Management notes for both family and children on assigned caseload.
- Attended and participated staff meetings and training seminars.
- Promoted community resources to families, assisting them in accessing necessary services for their specific needs.
- Mentored new staff members as they navigated the complexities of family services work; sharing knowledge and expertise to enhance overall team performance.
- Planned and participated in off-site and on-site client events and activities.
- Offered family crisis intervention to manage conflict and identify peaceful resolutions.
- Enriched cultural competence within the agency, developing training materials addressing diverse populations served in the community.
- Empowered clients by delivering educational workshops on parenting skills, financial literacy, and self-care techniques.
- Enhanced case management through regular monitoring, reviewing, and updating of individualized service plans.
Intake Coordinator
Benchmark Family Services
02.2011 - 09.2013
- Handles incoming referrals from related agencies on children who are potential candidates for our program
- Attempts to identify and place children in a BFS licensed foster home, basing this placement on the skill level of the parents, issues of other children in the home, and licensing restrictions
- Provides administrative support as needed on the children in the agency’s care
- Provides crisis intervention services during scheduled hours
- In addition, as a Case Manager, responsible for the monitoring & supervision of foster families
- Assist in the development and implementation of the service plans
- Provides case management services to foster children and consultation to foster parents
- Provides stabilization services on a crisis basis to prevent placement disruptions.
Foster Home Developer
Baptist Child & Family Services
03.2004 - 02.2011
- As the Extended Care Case Manager, I monitored the timely completion of intake assessments, treatment plans and medical/dental exams
- In November 2004, as a case manager, Completing case management notes and treatment plans
- As a Lead Case Manager, the task of coordinating monthly support groups for foster parents
- As a Home Developer, responsible for the development and verification of foster/adoptive parents which include the production of home studies while ensuring services and records are following agency policy and procedures, DFPS Minimum Standards, Contract, and YFT Indicators
- Conduct Criminal Background Checks of prospective foster families
- Maintained relationships with licensing
- Completed audits and was on-call.
Education
Master in Social Work -
Our Lady of the Lake University
San Antonio, Texas05.2004
Bachelor of Science -
Quincy University
Quincy, Illinois08.2000
Skills
- Document Translation
- Fluent Bilingualism
- Problem-Solving
- Call center experience
- Customer Support
- CRM Systems
- Spanish translation
- Customer service excellence
- Teamwork and Collaboration
- Customer Service
- Problem-solving abilities
- Computer Skills
- Understanding Customer Needs
- Organizational Skills
- Excellent Communication
- Attention to Detail
- Microsoft Office
- Calm and Professional Under Pressure
Additional Information
Meets the Qualifications for Child Placing Mangement Staff, Proficient in Microsoft Office, Former CPR/First Aid Certified Instructor, Six Sigma Lean White Belt Certification
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Customer Service Representative
Southwest Airlines
02.2017 - Current
Family Service Worker
Upbring Foster In Texas
09.2013 - 02.2017
Intake Coordinator
Benchmark Family Services
02.2011 - 09.2013
Foster Home Developer
Baptist Child & Family Services
03.2004 - 02.2011
Master in Social Work -
Our Lady of the Lake University
Bachelor of Science -
Quincy University
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