Summary
Overview
Work History
Education
Skills
Timeline
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Iris Castillo

Assistant Call Center Manager
Miami,FL

Summary

Experienced Sales Associate and Supervisor with over 12 years of success in retail environments. Seeking to leverage extensive experience and skills to excel in customer service relations within a dynamic, growth-oriented company. Demonstrated track record of exceeding sales targets and consistently delivering exceptional customer service experiences. Skilled in negotiation, problem solving, and time management. Known for building, fostering client loyalty, and driving customer retention. Committed to providing top-notch services and responding promptly to customer needs.

Overview

17
17
years of professional experience
1
1
Language

Work History

Assistant Call Center Manager

AT&T Wireless Services
01.2024 - Current
  • Orchestrated seamless integration of services across departments, eliminating workflow redundancies and enhancing efficiency.
  • Developed comprehensive training materials for new hires, ensuring consistent skill development and knowledge across the team.
  • Implemented effective call center strategies and training programs, increasing customer satisfaction and resolving escalated complaints while maintaining professionalism.

Premier Service Consultant

AT&T Wireless
07.2020 - Current
  • Leveraged expert product knowledge to guide customers towards tailored solutions, enhancing satisfaction and loyalty.
  • Contributed valuable feedback on customer interactions, fostering ongoing process improvements within the department.
  • Cultivated strong customer relationships through empathetic listening and personalized support, consistently meeting or exceeding sales quotas and driving store revenue.

Sales Associate Team Leader

Bath And Body Store
01.2016 - 01.2018
  • Cultivated a positive work environment through strong teamwork and high employee morale, collaborating with management to exceed sales targets consistently .
  • Managed daily operations effectively fostering strong relationships, maximizing revenue through upselling, and maintaining store appearance and product availability through stock rotation and restocking .
  • Efficiently coordinated staff schedules to optimize workload distribution, and minimize overtimes expenses.

Retail Store Manager

University Books And Video
12.2006 - 06.2016
  • Ensured adherence to company policies and local regulations, including safety standards and staff conduct, while implementing effective marketing strategies to improve store sales.
  • Maintained brand identity standards through consistent visual merchandising and signage presentation, enhancing customer satisfaction through exceptional service practices and conflict resolution techniques .
  • Conducted regular evaluation's of employee performance, providing constructive feedback, coaching, and mentoring opportunities, while efficiently managing purchasing, sales, marketing, and customer account operations.

Education

Register Nurse

Florida National University
Hialeah, FL
05.2001 -

Certified Medical Assistant

Homestead Job Corps
Homestead, FL
05.2001 -

Medical Records Administration

Homestead Job Corps
Hampstead, Fl
05.2001 -

High School Diploma -

Robert Morgan Educational Center And Technical College
Miami, FL
05.2001 -

Skills

    Coaching and Mentoring

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Timeline

Assistant Call Center Manager

AT&T Wireless Services
01.2024 - Current

Premier Service Consultant

AT&T Wireless
07.2020 - Current

Sales Associate Team Leader

Bath And Body Store
01.2016 - 01.2018

Retail Store Manager

University Books And Video
12.2006 - 06.2016

Register Nurse

Florida National University
05.2001 -

Certified Medical Assistant

Homestead Job Corps
05.2001 -

Medical Records Administration

Homestead Job Corps
05.2001 -

High School Diploma -

Robert Morgan Educational Center And Technical College
05.2001 -

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Iris CastilloAssistant Call Center Manager