Iris Castillo
Miami
Summary
Proven leader in retail and customer service, adept at problem-solving and enhancing customer experience. At Kay Jewelers, streamlined operations and mentored staff, boosting store performance. Skilled in POS systems and fostering positive environments, significantly reducing employee turnover at AT&T Wireless Services. Achieves excellence through customer engagement and operational efficiency.
Overview
18
18
years of professional experience
Work History
Assistant Store Manager
Kay Jewelers
10.2024 - Current
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
Assistant Call Center Manager
AT&T Wireless Services
04.2024 - 10.2024
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Reduced employee turnover by fostering a positive work environment and addressing staff concerns promptly.
- Resolved escalated customer complaints quickly and effectively while maintaining a professional demeanor throughout all interactions.
- Streamlined call handling processes for improved efficiency and reduced average call times.
Premier Service Call Agent
AT&T Wireless Services
07.2020 - 10.2024
- Built strong customer relationships with empathetic communication and active listening skills.
- Maintained accurate records of customer interactions, ensuring data integrity for future reference or analysis purposes.
- Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
- Achieved targeted call resolution times by swiftly identifying issues and providing solutions.
Store Manager
University Books & Video
12.2006 - 06.2016
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Assisted with hiring, training and mentoring new staff members.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
Education
Medical Assistant -
Florida Career College
Miami, FLHigh School Diploma -
Robert Morgan
Miami01.2000
Skills
- Problem-solving
- Customer service
- Customer experience
- Customer service and engagement
- Retail operations
- Store opening and closing
Languages
Spanish
Native or Bilingual
Timeline
Assistant Store Manager
Kay Jewelers
10.2024 - Current
Assistant Call Center Manager
AT&T Wireless Services
04.2024 - 10.2024
Premier Service Call Agent
AT&T Wireless Services
07.2020 - 10.2024
Store Manager
University Books & Video
12.2006 - 06.2016
Medical Assistant -
Florida Career College
High School Diploma -
Robert Morgan
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