Conrad Castro
Customer Service
Phoenix,AZ
Summary
Customer service professional with over 15 years in relationship management and administrative support. Demonstrated ability to resolve customer issues promptly while implementing financial controls to enhance budgeting and expenses. Known for strong communication, organizational skills, and a commitment to delivering exceptional service and operational efficiency.
Overview
21
21
years of professional experience
Work History
Owner
Tobasham
Phoenix, Arizona
02.2021 - Current
- Developed social media strategies to strengthen brand identity and increase revenue.
- Created marketing campaigns to attract new customers.
- Cultivated strong relationships with customers and suppliers through effective account development strategies.
- Resolved customer issues promptly, ensuring high productivity and timely order resolution.
- Coordinated special projects and schedules to optimize order processing and delivery.
- Implemented quality assurance processes to ensure product excellence.
- Established financial controls to enhance budgeting and expense management.
- Reviewed legal documents related to business operations.
- Oversaw development and maintenance of company website, enhancing products and content.
Customer Service Representative
Aston Carter
Tempe, Arizona
09.2023 - 01.2024
- Managed high-volume inbound customer orders, ensuring accurate and prompt processing.
- Assisted customers with inquiries while effectively resolving issues.
- Resolved order discrepancies through effective communication and problem-solving, enhancing customer satisfaction.
- Managed complaints and escalated unresolved issues promptly, facilitating swift resolutions for customers.
- Collaborated with restaurant partners to confirm menu item availability, ensuring accurate order fulfillment.
- Educated customers on product features and benefits to enhance ordering experience.
- Maintained detailed records of customer interactions for future reference.
- Adapted quickly to changing priorities during peak order times.
Field Operator/Team Investigator
Target CW
Scottsdale, Arizona
09.2018 - 01.2020
- Mentored and trained new employees on company safety standards, reducing scooter-related accidents.
- Facilitated training for new operators on best practices and protocols to improve adherence.
- Collaborated with team members to uphold safety standards across all activities.
- Trained staff to improve performance and productivity.
- Executed daily operations to ensure accuracy and timeliness in completing tasks.
- Verified work of remote staff, documenting non-compliance and reporting findings to management.
- Transported scooters to required locations, ensuring full regulatory compliance.
- Maintained detailed records of daily activities to enhance operational transparency.
Customer Service Supervisor
Addeco/Target
Phoenix, Arizona
04.2015 - 09.2018
- Supervised customer service team to improve service quality and operational efficiency.
- Monitored daily activities of customer service team, guiding members to improve service quality.
- Utilized customer service expertise to de-escalate irate callers and resolve negative feedback promptly.
- Addressed customer complaints via phone, chat, and email with integrity and empathy.
- Resolved escalated disputes promptly, fostering positive relationships with customers.
- Answered phone calls and responded to customer inquiries effectively.
- Processed refunds, coordinating with UPS and USPS to track shipments and manage cancellations efficiently.
Administrative Assistant
Rem-Ri Publishing
Scottsdale, Arizona
03.2007 - 05.2011
- Provided administrative support to executive team, including calendar management and meeting scheduling.
- Coordinated meetings, scheduled appointments, and arranged travel logistics to streamline operations for staff.
- Managed daily operations, supervising a team of 12 to increase productivity by 20%.
- Oversaw recruitment, scheduling, and performance management for personnel.
- Conducted employee performance reviews and developed strategies to enhance staff performance.
- Implemented HR policies and procedures consistently across the organization.
- Negotiated vendor contracts to achieve cost savings for the organization.
- Entered data into spreadsheets using Microsoft Excel and similar software applications.
Manager
San Jose Mercury News
San Jose, California
01.2005 - 02.2007
- Overhauled filing system, enhancing office efficiency and customer service by 60%.
- Collected and organized weekly sales performance and forecast analyses to inform strategic planning.
- Provided administrative support for marketing projects at cars.com and apartments.com.
- Created spreadsheets and developed logistical reports to enhance operational efficiency.
- Processed financial documents, including contracts, expense reports, and invoices.
- Facilitated regular meetings to review project status and proactively address challenges.
Education
General Equivalency Diploma -
EVIT - Mcclintock High School
01-1987
Associate of Science - Information Technology
DeVry University
Skills
- Customer Relationship Management
- Customer Data Management
- Operational management
- Data analysis
- Team development
- Team collaboration
- Process adherence
- Conflict resolution
- Effective communication
- Verbal and written communication
- Adaptability in ambiguity
- Calm under pressure
- Relationship building
- Empathetic balance
Languages
English, Fluent
Personality Strengths
- Conventional
- Opportunistic
- Engaged
- Considerate
- Composed
Timeline
Customer Service Representative
Aston Carter
09.2023 - 01.2024
Owner
Tobasham
02.2021 - Current
Field Operator/Team Investigator
Target CW
09.2018 - 01.2020
Customer Service Supervisor
Addeco/Target
04.2015 - 09.2018
Administrative Assistant
Rem-Ri Publishing
03.2007 - 05.2011
Manager
San Jose Mercury News
01.2005 - 02.2007
General Equivalency Diploma -
EVIT - Mcclintock High School
Associate of Science - Information Technology
DeVry University