Jasmin Castro
El Paso,USA
Summary
Professional with expertise in client satisfaction and retention through strategic account management and superior customer service. Demonstrated success in project management and team collaboration, effectively resolving client issues and implementing service enhancements. Focused on achieving results and building robust client relationships.
Overview
7
7
years of professional experience
Work History
Senior Account Manager
ADP
El Paso, USA
12.2024 - 09.2025
- Managed client relationships to ensure satisfaction and retention.
- Developed account strategies to align with client needs and company goals.
- Coordinated project timelines and deliverables across teams for efficiency.
- Provided training and support to junior account managers on best practices.
- Collaborated with sales teams to enhance service offerings and proposals.
- Conducted regular check-ins with clients to address concerns and feedback.
- Resolved client issues in a timely manner while maintaining excellent customer service standards.
Account Manager
ADP
El Paso, USA
11.2023 - 12.2024
- Acted as primary contact for 130 clients, ensuring prompt assistance and support.
- Delegated projects to partner departments, enhancing collaboration and efficiency.
- Provided backup support to Account Managers for inbound calls and cases.
- Tracked client transitions to service requests, assigning tasks to Support Specialists.
- Scheduled cadence and service calls with clients using Calendly for organized communication.
Technical Support Analyst II
ADP
El Paso, USA
03.2021 - 11.2023
- Provided technical support and maintenance for clients, ensuring seamless experiences.
- Managed multiple dedicated queues for inbound calls and service requests efficiently.
- Monitored system upgrades and application changes to maintain optimal performance.
- Handled client escalations and participated in corporate group meetings as stretch assignments.
Employee Service Representative
ADP
El Paso , Texas
09.2018 - 03.2021
- Performed basic administration processing and approval of transactions, data input and verification of documentation.
- Delivered accurate, consistent and timely responses to HR process, system and policy requests and maintained contact until request was resolved.
- Conducted employee follow-up calls and performed additional research to develop in-depth understanding of employee needs.
- Processed employee job and personal data into HR system and audited data entry and transactions for accuracy.
- Responded to complex telephone or written inquiries from employees and shared knowledge with and provided back-up and overflow telephone and email support to facilitate operations.
Education
High School Diploma -
Cesar Chavez High School
Houston, TX05-2010
Skills
- Project management
- Client relationship management
- Customer service excellence
- Time management
- Verbal and written communication
- Adaptability
- Work ethic
- Team collaboration
Leadership Experience
Completed Service Support Specialist/Team Lead Leadership Development Program, 08/01/25
Accomplishments
- Year End Excellence Champion Certificate
- Service Solution Specialist/Team Lead Leadership Program Completion
Timeline
Senior Account Manager
ADP
12.2024 - 09.2025
Account Manager
ADP
11.2023 - 12.2024
Technical Support Analyst II
ADP
03.2021 - 11.2023
Employee Service Representative
ADP
09.2018 - 03.2021
High School Diploma -
Cesar Chavez High School