Fabiola Castillo
Denver,CO
Summary
Detail-oriented professional with expertise in data management and call quality analysis. Proven ability to create impactful reports and maintain organized systems. Committed to enhancing customer relationships through bilingual communication.
Overview
6
6
years of professional experience
Work History
Office Clerk
Mapleton Public Schools
Denver, Colorado
09.2024 - Current
- Provided comprehensive administrative support by typing documents, filing paperwork, photocopying, scanning, and faxing to facilitate office operations.
- Created and maintained spreadsheets using Microsoft Excel to track data and generate reports for informed decision-making.
- Managed student attendance records and maintained organized filing systems to ensure easy retrieval of information.
- Answered phone calls in a professional manner and transferred calls accordingly.
Call Quality Analyst
American Auto Shield
Lakewood, Colorado
05.2020 - 09.2024
- Conducted regular audits of recorded calls to identify training needs.
- Evaluated call performance for quality assurance and compliance standards.
- Collaborated with senior management team on initiatives designed to enhance the overall quality of calls received by customers.
- Created reports on call center metrics such as average handle time, abandonment rate, and first-call resolution rate.
Education
High School Diploma -
Lester Arnold High School
Commerce City 05-2013
Skills
- Administrative support
- Document filing
- Data management
- Microsoft Excel
- Call analysis
- Customer relationships
- Bilingual communication
Languages
Spanish
Native/ Bilingual
Timeline
Office Clerk
Mapleton Public Schools
09.2024 - Current
Call Quality Analyst
American Auto Shield
05.2020 - 09.2024
High School Diploma -
Lester Arnold High School