Effrin Castillo
Mesa,AZ
Summary
Strategic professional in business operations known for high productivity and efficiency in task completion. Specialize in process optimization, project management, and data analysis, ensuring streamlined workflows and enhanced operational efficacy. Excel in communication, problem-solving, and leadership, leveraging these soft skills to drive team success and achieve organizational goals.
Overview
13
13
years of professional experience
Work History
Advanced Specialist, Merchant Sentiment
DoorDash
Tempe, AZ
04.2021 - Current
- Streamlined processes by partnering with leadership to improve Voice Ordering pilot outcomes.
- Implemented strategic problem-solving approaches to resolve significant merchant challenges and drive continued partnerships.
- Developed key relationships with high-revenue merchant partners, serving as a leading support expert.
- Mastered usage of DoorDash systems and resources to enhance merchant results.
- Tracked merchant insights to guide updates to tools and services.
Operations Supervisor
JP Morgan Chase
Phoenix, AZ
08.2019 - 04.2021
- Supervised shift operations to address processing delays, equipment breakdowns, and production challenges promptly.
- Managed intricate customer relationships leveraging service improvement techniques and methodologies.
- Enhanced team performance through strategic guidance and constructive feedback.
- Utilized teamwork and leadership skills to foster a high-engagement environment.
- Followed internal audit and security practices in accordance with established management protocols.
Relationship Manager I - Loyalty and Retention
Chase Merchant Services
Phoenix, AZ
02.2012 - 08.2019
- Cultivated and sustained robust partnerships with Business Development, Relationship Managers, and Bankers.
- Utilized internal predictive analytics to develop campaigns targeting early warning signs.
- Management of all issues in accordance with established SLAs, control mandates, and quality guidelines.
- Facilitated merchant onboarding and ensured a seamless client experience throughout the relationship lifecycle.
- Followed strict data protection protocols to maintain confidentiality in client interactions.
- Oversaw the organization of email folders to maintain the preservation of historical email data.
- Delivered analytics data to leadership, enabling data-driven decisions.
- Resolved escalated calls, ensuring accurate resolution and merchant satisfaction.
- Prepared and submitted legal documents for internal departments.
- Facilitated employee development sessions, reporting outcomes directly to leadership.
Education
High School Diploma -
Dobson High School
Mesa05-2005
Skills
- Customer outreach
- Critical thinking
- Troubleshooting
- Conflict resolution
- Regulatory compliance
- Continuous improvement focus
- Problem-solving capacity
- Investigation techniques
- Team collaboration
- Data Analysis
Timeline
Advanced Specialist, Merchant Sentiment
DoorDash
04.2021 - Current
Operations Supervisor
JP Morgan Chase
08.2019 - 04.2021
Relationship Manager I - Loyalty and Retention
Chase Merchant Services
02.2012 - 08.2019
High School Diploma -
Dobson High School
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