Dorian Castillo
Summary
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.
Overview
16
16
years of professional experience
Work History
Customer Service Advocate
Fashion Nova
04.2017 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Quality Assurance Analyst/Trainer Assistant
VXI Global Solutions LLC
04.2015 - 03.2017
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies.
- Fixed identified issues to improve workflows.
- Assisted teammates in developing skills necessary to grasp application concepts and tool suite.
- Examined events in application log management and monitoring tool to identify root causes for failures.
Team Lead/Customer Retention Specialist
VXI Global Solutions LLC
07.2012 - 03.2017
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and provided backup support for organizational leadership.trained team members on best practices and protocols.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Walmart Customer Service Manager
Walmart
10.2007 - 06.2012
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Maintained tidy and organized store environment to comply with cleanliness standards.
- Lead Front-End Operations.
- Balanced and organized cash register by handling cash, counting change, and storing coupons.
- Provided exceptional services and pleasant shopping experiences to retail customers.
Education
Associate of Arts - Child Development
South West College
Los Angeles, CA06.
Associate of Arts - Child Development
Santa Monica College
Santa Monica, CA06.1998
High School Diploma -
Susan Miller Dorsey Senior High School
Los Angeles, CA06.1995
Skills
- Document Management
- Google Suite
- Order Fulfillment
- CRM
- File and Data Retrieval Systems
- Technical Support
- Employee Development
- Microsoft Office Wizard
- Team Development
- Good Communication
- Shopify
- NetSuite
- SalesForce
- Zendesk
- Slack
- BBB
Timeline
Customer Service Advocate
Fashion Nova
04.2017 - Current
Quality Assurance Analyst/Trainer Assistant
VXI Global Solutions LLC
04.2015 - 03.2017
Team Lead/Customer Retention Specialist
VXI Global Solutions LLC
07.2012 - 03.2017
Walmart Customer Service Manager
Walmart
10.2007 - 06.2012
Associate of Arts - Child Development
South West College
Associate of Arts - Child Development
Santa Monica College
High School Diploma -
Susan Miller Dorsey Senior High School