Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Hi, I’m
Desiree Castillo
Amarillo,Texas
Summary
Overview
13
years of professional experience
Work History
The Peoples Federal Credit Union
Call Center Representative
2024.06 - Current (3 months)
Job overview
- 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.
Stay At Home Mom
Self Employed
2018.05 - 2024.06 (6 years & 1 month)
Job overview
- 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.
Education Credit Union
Member Support Representative/ Teller
2016.03 - 2018.05 (2 years & 2 months)
Job overview
- 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.
Access Community Credit Union
Teller
2015.06 - 2015.12 (6 months)
Job overview
- 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.
Ruby Tequilas
Server
2011.09 - 2015.06 (3 years & 9 months)
Job overview
- 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.
CNG Holdings, Inc
Customer Service Representative
2014.08 - 2015.01 (5 months)
Job overview
- 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
West Texas A&M University
BBA - Finance
12.2022
University Overview
Amarillo College
Associate of Science - Business Administration and Management
12.2020
University Overview
Tascosa High School
High School - General Studies
06.2012
University Overview
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 (3 months)
Self Employed
Stay At Home Mom
2018.05 - 2024.06 (6 years & 1 month)
Member Support Representative/ Teller
Education Credit Union
2016.03 - 2018.05 (2 years & 2 months)
Teller
Access Community Credit Union
2015.06 - 2015.12 (6 months)
Customer Service Representative
CNG Holdings, Inc
2014.08 - 2015.01 (5 months)
Server
Ruby Tequilas
2011.09 - 2015.06 (3 years & 9 months)
West Texas A&M University
BBA - Finance
Amarillo College
Associate of Science - Business Administration and Management
Tascosa High School
High School - General Studies
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