CRYSTAL CASTILLO
Holly Springs,NC
Summary
Dedicated Customer Service Professional experienced in enhancing operational efficiency and fostering positive relationships with residents and staff. Achieved increased customer loyalty and satisfaction through effective conflict resolution and empathetic communication while managing high-stress situations. Focused on delivering results through detailed record-keeping and accurate documentation of customer interactions.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Intouchcx
05.2024 - 08.2026
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to a comprehensive database for future reference.
- Completed work tasks remotely from home office.
Customer Service Representative
Kelly Connect
Orlando, FL
06.2023 - 05.2024
- Resolved inbound customer inquiries through phone, chat, and email using empathetic, solution-focused communication.
- Documented interactions in CRM systems to ensure accurate case histories and effective follow-up.
- Troubleshot account, billing, and order issues, guiding customers toward timely resolutions.
- Escalated complex cases to specialized teams, maintaining clear notes for seamless transitions.
- De-escalated frustrated customers through active listening and conflict resolution techniques, fostering positive experiences.
Customer Service Lead
Spectrum
DeLand, FL
06.2019 - 05.2023
- Led customer service team addressing billing inquiries, account updates, and service troubleshooting to enhance customer satisfaction.
- Resolved escalated customer issues while upholding service standards and ensuring consistent follow-through for timely resolutions.
- Trained representatives on CRM navigation, call handling, and policy adherence.
- Monitored daily workflow to balance queue priorities and meet service-level expectations, optimizing team performance.
Education
High school diploma -
Eckered Connects
Deltona, FLSkills
- Customer service
- Computer proficiency
- Problem resolution
- Issue resolution
- De-escalation techniques
- Active listening
- Conflict resolution strategies
- Time management
- Detail-oriented
- Problem-solving
- Verbal communication
- Building rapport
- Critical thinking
- Customer feedback analysis
Personal Information
Title: CUSTOMER SERVICE REPRESENTATIVE
LANGUAGES
Spanish, Professional Working
Timeline
Customer Service Representative
Intouchcx
05.2024 - 08.2026
Customer Service Representative
Kelly Connect
06.2023 - 05.2024
Customer Service Lead
Spectrum
06.2019 - 05.2023
High school diploma -
Eckered Connects