JASMINDA CASTILLA
Dallas,TX
Summary
Passionate guest advocate with 20+ years of experience in a fast-paced environment. Possesses a high level of professionalism as well as excellent interpersonal skills. Aiming for an advanced position that will showcase my knowledge and skills.
Overview
28
28
years of professional experience
Work History
Lexus Case Manager
Toyota Motors North America
03.2023 - Current
- Engage with different stakeholders, all striving to provide exceptional customer service by responding to and resolving the best outcome for our guests’ satisfaction
- Collaborate with team and individual regions and area offices
- Look for opportunities to strengthen the guest’s relationship with Lexus
- Serve as the primary point of contact between the guest and TMNA.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
Special Handling Team Advocate
Toyota Motors North America
10.2021 - 03.2023
- Monitors cases by verifying guests’ information and concerns; observing and responses; advocating and obtaining additional resources
- Organize, prioritize and structure workflow to maintain a minimum level of cases and guest contact without missing important timeline of case actions
- Prepared shared documents for team Mirai to collaborate on reimbursements
- Perform Case Management duties such as buy back requests
- Maintain a high level of service to our guests on every call
Brand Engagement Advocate
Toyota of Puerto Rico
11.2016 - 10.2021
- Interact continuously with guest, dealers and other stakeholders utilizing knowledge and expertise to determine next action
- Consistently maintained department quality score of 96% or above
- Assessed my work daily using various tools s as Outlook reminders.
Administrative Assistant
William C. Smith
01.2008 - 04.2014
- Prepared home ownership documents during property sales
- Responsible for utilities of vacant units within 8 properties
- Responsible for collecting and providing certificates of insurance
- Responsible for maintaining all resident leases
- Evaluated resident concerns, consulted with stakeholders to resolve concerns
- Maintained and updated vendor contracts including janitorial, landscaping and elevator services
- Prepared residential and commercial leases during audits
- Update company database with current and previous tenant information
Administrative Assistant
Parks College
10.2004 - 01.2008
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Contributed to cost reduction efforts by identifying opportunities for process improvements and negotiating vendor contracts.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
Customer Service Representative
Capital One
06.1996 - 06.2004
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Coursework toward Business Administration associate degree -
Germanna Community College
06.2014
Skills
- Business Level Speaking
- Proficient in Microsoft Office
- SharePoint 2013 experience
- Bilingual - English / Spanish
- Proficient in Excel
- Organization and Multitasking
- Conflict Resolution
- Email and Telephone Etiquette
- Relationship Building
- Positive Attitude
- Problem-Solving
- Case Documentation
- Case Management
Certification
Languages
Spanish
Professional Working
Timeline
Lexus Case Manager
Toyota Motors North America
03.2023 - Current
Special Handling Team Advocate
Toyota Motors North America
10.2021 - 03.2023
Brand Engagement Advocate
Toyota of Puerto Rico
11.2016 - 10.2021
Administrative Assistant
William C. Smith
01.2008 - 04.2014
Administrative Assistant
Parks College
10.2004 - 01.2008
Customer Service Representative
Capital One
06.1996 - 06.2004
Coursework toward Business Administration associate degree -
Germanna Community College
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