Florisbella Castro
Charlotte,NC
Summary
Dynamic Customer Support Specialist recognized for exceptional productivity and effective problem-solving skills. Expertise in customer relationship management and technical support drives high customer satisfaction rates. Strong communication and adaptability facilitate seamless interactions, ensuring a positive service experience. Aiming to utilize these competencies to contribute to enhanced business success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Support Specialist
BREX
Charlotte, NC
08.2024 - Current
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Maintained a high level of professionalism when dealing with difficult customers.
- Gathered customer feedback through surveys and used the data to improve customer service.
Customer Support Specialist II
BREX
Charlotte , NC
08.2023 - 03.2024
- Analyzed customer feedback to recommend product or service enhancements.
- Participated in team meetings to discuss strategies for improving customer experience.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Monitored trends in incoming requests from customers for identifying potential problems or opportunities for improvement.
Customer Support Specialist
Brex Inc.
Charlotte, NC
06.2022 - 08.2023
- Raising support tickets to enable tracking and resolution of customer-related issues
- Resolve customer complaints on time, and ensure the quality of services is maintained via several means, which include emails, phone calls, and live chat.
- Prepare statements and reports with account information for the customers
- Maintain knowledge of the products and services offered by the company.
- Assist peers with knowledge and resolutions to provide better service for customers
- Communicate and coordinate with team members to find the best solutions
- Ensure customer satisfaction, and provide professional support.
- Resolve complex cases, including providing solutions to integrations, bank connections, and account limits inquiries.
Signal Support Specialist
North Carolina National Guard
Charlotte, USA
03.2020 - Current
- Work with battlefield signal support systems and terminal devices.
- Install, troubleshoot, and perform field-level maintenance on computer and network hardware.
- Provide technical assistance and unit-level training for automation, communication, and user-owned and operated Signal equipment.
- Ensure superior execution of processes to contribute to the overall success of the unit.
- Tested performance of in-development parts, assemblies and systems under simulated operating conditions to optimize plans.
- Set up and operated specialized or standard test equipment to diagnose, test or analyze performance of electronic components, assemblies or systems.
Legal Assistant
Ken Harris & Associates P.A.
Charlotte, USA
02.2022 - 04.2022
- Worked alongside attorneys, administrative assistants, and fellow legal assistants on complex cases and legal processes
- Interviewed and prepared intake sheets for clients in Spanish and English
- Prepared case summaries for mediation conferences
- Scheduled appointments, court appearances, and depositions for busy law firms.
- Reviewed legal information and proofed documentation for errors
- Organized a legal filing system to maximize efficiency.
- Performed legal and general research, drafting memoranda, and correspondence.
- Conferred with clients and other involved parties to gather and track case information
Teller
Wells Fargo
Charlotte, USA
05.2019 - 05.2021
- Delivered exceptional service to clients while following strict procedures that meet compliance guidelines
- Answered client inquiries regarding account activity, balance, status and company policies and procedures
- Extensive knowledge in comprehending risk assessment and transaction reviews to prevent fraud
- Promoted new bank products and services to new customers
- Supported one of the busiest branches in the west charlotte district, recognized for outstanding customer service
- Skilled in reviewing accounts, preparing and producing reviews on financial status and financial verification and document authentication
Marketing Associate
HighWater USA
Charlotte, USA
12.2018 - 02.2019
- Develop and implement unique marketing strategies
- Performed research and validation of information using a variety of tracking matrix
- Seek out and engage with potential clients
- Collaborated with the Marketing department to ensure a consistent brand voice
- Provided education and support to various teams regarding client campaigns, improving productivity with morale-boosting incentives
- Acted as a liaison between clients and potential customers, providing seamless communication between both parties
- Developed personalized marketing skill-set, helping team to achieve the highest performing store in the nation
Education
High School Diploma -
Olympic High School
Charlotte, NC06.2018
Skills
- Secret security clearance
- Team training
- Skill development
- Customer service excellence
- Microsoft Office Suite
- Risk management
- Accounting skills
- Cash flow management
- Multitasking
- Strong work ethics
- Self-Discipline
- Public Speaking
- Time management
- Decision-making
Certification
Accounting Fundamentals Certificate.
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Senior Support Specialist
BREX
08.2024 - Current
Customer Support Specialist II
BREX
08.2023 - 03.2024
Customer Support Specialist
Brex Inc.
06.2022 - 08.2023
Legal Assistant
Ken Harris & Associates P.A.
02.2022 - 04.2022
Signal Support Specialist
North Carolina National Guard
03.2020 - Current
Teller
Wells Fargo
05.2019 - 05.2021
Marketing Associate
HighWater USA
12.2018 - 02.2019
High School Diploma -
Olympic High School
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