Desiree Castillo
Amarillo,Texas
Summary
Motivated customer service professional with a strong track record in member support roles, excelling in high-volume environments. Proven ability to resolve complex issues, build rapport, and improve customer satisfaction through empathetic listening and effective communication. Skilled in handling financial transactions, fraud detection, and software navigation. Experienced in managing both professional and personal responsibilities, with a demonstrated capacity for problem-solving, multitasking, and working independently under pressure.
Overview
13
13
years of professional experience
Work History
Call Center Representative
The Peoples Federal Credit Union
2024.06 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Self Employed
Stay At Home Mom
2018.05 - 2024.06
- Worked independently with minimal supervision
- Worked well under pressure, adapting creative solutions to complex problems
- Effective verbal, listening and written communication skills
- Developed strong time management skills to complete multiple projects at once
- Formulated and balanced a budget, paying bills and identifying cost-saving opportunities for a household of six
- Created and designed a weekly schedule to maintain an organized and tidy household
- Organized and planned according to family members' schedule's.
Member Support Representative/ Teller
Education Credit Union
2016.03 - 2018.05
- Provided efficient and professional service to all members in relation to all branch functions, including teller processing and member services
- Answered all incoming calls in a professional, timely and courteous manner, following established standards and guidelines for excellent member relations and efficiency
- Processed all service requests for members such as stop payments, check orders, address changes, card ordering, and account maintenance
- Processed all transaction requests for members, such as payments, transfers, deposits, cash advances, outgoing wires, and withdrawals with accuracy and in accordance with the company policy and procedure guidelines.
Teller
Access Community Credit Union
2015.06 - 2015.12
- Processed daily client transactions, including deposits, withdrawals, money transfers, loan payments, and selling cashier checks
- Identified suspected fraud based on behavioral and transaction markers
- Accurately maintained records of each transaction and ensured all documentation and paperwork was in place and within compliance
- Assisted clients with various questions and concerns related to their accounts and bank products.
Server
Ruby Tequilas
2011.09 - 2015.06
- Trained new servers in company policies, guest service standards and best practices
- Minimized complaints by keeping drinks full and delivering correct orders
- Communicated realistic food preparation times and opinions on menu items to manage customer expectations
- Communicated professionally with customers, colleagues and supervisors.
Customer Service Representative
CNG Holdings, Inc
2014.08 - 2015.01
- Balance individual batch receipts with store sales reports at end of day and assist with resolving over/short discrepancies
- Collaborated with colleagues and co-workers to deliver quality customer experience
- Approved loans within specified limits and referred loan applications outside those limits to management for approval
- Assisted in covering other stores independently when needed.
Education
BBA - Finance -
West Texas A&M University
12.2022
Associate of Science - Business Administration and Management -
Amarillo College
12.2020
High School - General Studies -
Tascosa High School
06.2012
Skills
- Problem-solving skills
- Customer Support
- Data Entry
- Verbal and written communication
- Complaint resolution
- Payment Processing
- Building rapport
- Customer Relationship Management
Timeline
Call Center Representative
The Peoples Federal Credit Union
2024.06 - Current
Self Employed
Stay At Home Mom
2018.05 - 2024.06
Member Support Representative/ Teller
Education Credit Union
2016.03 - 2018.05
Teller
Access Community Credit Union
2015.06 - 2015.12
Customer Service Representative
CNG Holdings, Inc
2014.08 - 2015.01
Server
Ruby Tequilas
2011.09 - 2015.06
BBA - Finance -
West Texas A&M University
Associate of Science - Business Administration and Management -
Amarillo College
High School - General Studies -
Tascosa High School
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