EDUARDO CASTILLEJA
San Antonio,TX
Summary
- Ambitious student pursuing a Business Analytics degree eager to contribute developed knowledge in a analyst role. Skilled in word and excell in professional settings. Adaptable and driven with strong work ethic and ability to thrive in team-based or individually motivated settings.
Overview
12
12
years of professional experience
Work History
Order Selector
Oriellys Auto Parts
San Antonio, TX
06.2024 - Current
- Operated equipment such as pallet jacks and hand trucks to move heavy boxes.
- Kept work areas neat, clean and free from debris.
- Picked and packed order items.
- Supported warehouse organization efforts by accurately labeling products and placing them in designated storage areas.
- Enhanced order accuracy by diligently verifying product codes and quantities before packaging.
- Promoted warehouse safety by reporting or resolving safety hazards and observing OSHA guidelines.
Installer
Architectural Metal Solutions
San Antonio, TX
10.2020 - 05.2022
- Installing iron doors for new homes remodeling existing homes
- Installed complete systems at new residential and business construction sites
- Read and comprehended technical documentation, checked measurements and reviewed site conditions to facilitate installation
- Completed daily appointment schedule to drive quality and timely service
- Followed safety guidelines for using tools, equipment and heavy machinery to avoid accidents and injury
- Inventoried required material, tools and equipment to record product on-hand or to be ordered
- Applied knowledge of carpentry and general construction to complete attractive finish work
- Troubleshot malfunctions and diagnosed issues to get equipment back into service quickly and fully
- Reviewed daily schedules and work orders to determine supplies and materials needed for assignments
- Wired equipment and followed safe electrical procedures to eliminate risk
- Delivered exceptional service to customers by answering questions and responding quickly to issues
- Submitted detailed service order tickets to management department upon job completion
- Demonstrated proper use of equipment to customers to reduce risk of accidents or damage to health and to meet health and safety requirements
- Maintained inventory of supplies, materials and tools needed to work on job sites
- Juggled multiple projects and tasks to ensure high quality and timely delivery
Customer Service Representative
Conduent
San Antonio, TX
07.2019 - 08.2020
- Documented customer correspondence in CRM to track requests, problems and solutions
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Uphold quality control policies and procedures to increase customer satisfaction
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity
- Identified fraud patterns and anomalies through analysis of large quantities of data
- Communicated with customers and company personnel, utilizing active listening and interpersonal skills
Tier 2 Technical Support Specialist
VOLT
San Antonio, TX
11.2017 - 05.2019
- Answered tier 2 calls for Apple products
- Supported Apple customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware
- Monitored service orders to completion and closed service tickets
- Assessed iOS and Mac issues to determine appropriate troubleshooting methods for remediation
- Consistently responded to customer service emails within standard response window
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions
- Assisted customers with iOS and Mac technical issues via email, live chat and telephone
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
- Updated software versions with patches and new installations to close security loopholes and protect users
- Managed IT setup and service requests for hardware, iOS and Mac for local and remote users
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks
- Provided real-time support to everyday users of Apple products
- Devised incisive workarounds and resolutions for technical problems
- Removed malware and viruses from laptops and desktop systems using specialized software
- Assessed customer bug reports and enhancement requests and prioritized development to streamline response
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
- Documented repair
Construction Worker
Yantis Company
San Antonio, TX
11.2014 - 07.2015
- Tested manholes to make sure the air pressure was correct before they could begin using them
- Provided industry insight to coworkers to assist work completion
- Sustained safety protocols to maintain secure, proper handling of equipment and materials
- Coordinated communication between equipment operators via two-way radios and hand signals
- Addressed and resolved on-site problems to keep teams on-task and avoid development of larger concerns
- Maintained baseline safety knowledge to identify areas requiring improvement to meet code
- Notified supervisors of faulty operations and defective materials
- Logged inventory of materials used to maintain workplace access to supplies
- Met company and OSHA safety guidelines for work site operations to minimize worker risk
Customer Service Representative
West Telecom
Universal City, TX
12.2012 - 08.2014
- Assisted approximately 8 customers each hour with internet and technical support questions
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Assessed customer needs and upsold products and services to maximize internet sales
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Answered 52+ inbound calls per day and directed to designated individuals or departments
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Consulted with customers to determine best methods to resolve service and billing issues
- Documented conversations with customers to track requests, problems and solutions
- Evaluated customer account information to assess current issues and determine potential solutions
- Created and implemented process improvements to reduce workloads and bolster callback efficiency
- Reviewed account and service histories to identify trends and issues
- Educated customers on special pricing opportunities and company offerings
- Escalated customer concerns, store issues and inventory requirements to supervisors
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Delivered service and support to each customer, paving way for future business opportunities
Education
Bachelor - Business Anlytics
Hallmark University
San Antonio, TXSkills
- Taking precise measurements
- Knowledge of industry best practices
- Worksite preparation
- Following safety practices
- Blueprint reading
- Service documentation
- Troubleshooting and testing
- Troubleshooting and diagnostics
- Computer skills
- Leadership
- Multitasking
- Credit card payment processing
- Call Center Operations
- Retail sales customer service
- Shipping and receiving understanding
- Sales expertise
- Adaptive team player
- Problem-solving abilities
- Senior leadership support
- Customer relations
- Office equipment proficiency
- Inbound and Outbound Calling
- Technologically savvy
- Microsoft Office expertise
- Business development understanding
- Product organization
- Call center operations
- Customer support
- Payment processing
- Data entry
- Data gathering
- Account updating
- Training experience
- Inbound phone call management
- Resolving issues
- Call documentation skills
- Providing customer support
- Technical troubleshooting
- Communicating with clients
- Customer communications
- Microsoft Excel experience
Languages
Spanish
Native or Bilingual
Timeline
Order Selector
Oriellys Auto Parts
06.2024 - Current
Installer
Architectural Metal Solutions
10.2020 - 05.2022
Customer Service Representative
Conduent
07.2019 - 08.2020
Tier 2 Technical Support Specialist
VOLT
11.2017 - 05.2019
Construction Worker
Yantis Company
11.2014 - 07.2015
Customer Service Representative
West Telecom
12.2012 - 08.2014
Bachelor - Business Anlytics
Hallmark University