Enid Castillo
Ft. Pierce,FL
Summary
Helpful Member Service Representative diffusing volatile customer situations, generating additional revenue and building productive relationships with both staff and customers. Customer-centered and maintaining customer satisfaction and contributing to company success goals.
Overview
17
17
years of professional experience
Work History
Member Service Representative I
Christian Care Ministry
Port Saint Lucie, Florida
07.2021 - Current
- Handled customer complaints in an efficient and courteous manner.
- Researched complex issues related to accounts or services provided by the organization.
- Assisted colleagues with tasks as needed during peak times of activity.
- Answered incoming calls regarding membership benefits and services.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
Leasing Consultant
ResProp Management
Lauderhill, FL
08.2018 - 07.2021
- Managed leasing process from tour to mov-in and provided quality customer service to both tenants and prospects.
- Updated resident data into property management software system daily.
- Resolved tenant complaints promptly and professionally while maintaining positive relationships with residents.
- Conducted tours of available apartments, highlighting features and amenities.
Billing CSR
Envision Physician Services
Plantation, FL
07.2017 - 08.2018
- Answered inbound calls and provided quality customer service for billing department, processed payments and verified and updated insurance.
Quality Assurance Analyst
Qology Direct
Margate, FL
12.2016 - 03.2017
- Performed random call quality evaluations in call-center, provided continuous coaching to agents, investigated escalated issues and reported back to team leads and managers.
Call Quality Supervisor
Sutherland Global Health Services
Coral Springs, FL
11.2014 - 11.2016
- Collaborated with Quality Assurance team to ensure all quality goals were met and provided coaching to agents.
CSR/Supervisor
Global Response
Margate, FL
08.2012 - 11.2014
- Supervised agents, provided coaching and assisted customers with orders and tracking packages.
Individual Underwriting Customer Specialist
Coventry Healthcare of Florida
Sunrise, FL
05.2007 - 01.2011
- Answered emails providing status and solving issues for existing members and heavy clerical work.
Education
GED -
Harry Van Arsdale HS
Court Reporting Program -
Atlantic Tech College
Skills
- Microsoft Outlook
- Word
- Excel
- Type 60-75 wpm
- Professional demeanor
- Quality Customer Service
Languages
- English
- Spanish
Timeline
Member Service Representative I
Christian Care Ministry
07.2021 - Current
Leasing Consultant
ResProp Management
08.2018 - 07.2021
Billing CSR
Envision Physician Services
07.2017 - 08.2018
Quality Assurance Analyst
Qology Direct
12.2016 - 03.2017
Call Quality Supervisor
Sutherland Global Health Services
11.2014 - 11.2016
CSR/Supervisor
Global Response
08.2012 - 11.2014
Individual Underwriting Customer Specialist
Coventry Healthcare of Florida
05.2007 - 01.2011
GED -
Harry Van Arsdale HS
Court Reporting Program -
Atlantic Tech College