J. C. Castillo
Bi-lingual Customer Support Agent
Hunt Valley,United States
Summary
Experienced Logistics Specialist with a demonstrated history of working in the logistics and supply chain industry. Skilled in Microsoft Word, Sales, Management, Business Development, and Marketing Strategies. Strong operations professional with a Certificate focused in Film/Video and Photographic Arts from New York Film Academy. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
11
11
years of professional experience
9
9
years of post-secondary education
3
3
Certifications
2
2
Languages
Work History
Bilingual Customer Service Representative
SoundExchange
Washington, DC
05.2021 - Current
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
- Utilized Spanish proficiency to build relationships with Spanish -speaking customers.
- Maintained and managed customer files and databases.
- Documented customer service policies, scripts and procedures in Spanish.
- Responded to customer calls and emails to answer questions about products and services.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Managed over 20 calls daily for first-call resolution.
Director Of Operations
BSCSE LLC, USPack Logistics
New York, NY
10.2019 - 05.2021
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Monitored budget and utilized operational resources.
- Defined, implemented, and revised operational policies and guidelines.
- Mentored and coached team members to foster productive and engaging work environment.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Increase sales by 7%
- Monitored budget and utilized operational resources
Logistics Support Operations
Mountain Peak Marketing
New York, NY
06.2018 - 01.2019
- Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints.
- Managed loading, unloading, movement, and sorting of supplies to keep deliveries on schedule.
- Built and established relationships with staff and vendors.
- Updated and maintained databases to track shipments and inventory.
- Negotiated contracts to secure favorable rates and terms.
- Studied data to identify trends and patterns in transportation activity.
- Prepared and presented reports to management on logistics performance.
- Identified opportunities for inventory reductions.
- Worked flexible hours across night, weekend and holiday shifts.
Media Coordinator
893 Broadcasting Media / New York Habla RadioShow
New York, NY
09.2013 - 05.2018
- Greater New York City Area
- Manhattan Neighborhood Network
- TV Studio Production
- Developed advertising strategies and converted ideas into concrete tasks and delegating tasks to appropriate individuals and departments.
- Led implementation of best practices to support customer service satisfaction initiatives.
- Enhanced revenue generation by 60% by introducing Social Media strategies.
- Negotiated rates with media sales companies.
- Increased brand awareness through creation of innovative print and digital productions for major publications.
Clinical - Crisis Specialist
Greenburgh North Castle School
Dobbs Ferry, NY
10.2016 - 12.2017
- Member of on-call emergency response team for crisis intervention within facility.
- Used skills such as active listening and collaborative problem-solving daily to connect with patients and address concerns.
- Evaluated risk to client or others by gathering information and conducting assessments.
- Built safety plans to lower risk of crisis and intervened in specific manners outlined by procedures.
- Documented risk to each client and context of concerns.
- Educated clients and families about dangers of substance abuse and addiction.
- Worked along clinicians (Doctors, Nurse, and Psychiatry) to developed and implemented treatment plans and modified according to presentation.
Service Operations Specialist
Locus Telecommunication Inc., Ltd
Fort Lee, NJ
09.2016 - 10.2017
- Generated reports detailing findings and recommendations.
- Conducted regular reviews of operations and identified areas for improvement.
- Gathered, organized and input information into digital database.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained and managed customer files and databases.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
Retailer
The Vitamin Shoppe
New York, NY
01.2012 - 08.2014
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Managed efficient cash register operations.
- Used in-store system to locate inventory and place special orders for customers.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Wrapped, boxed and weighed department products.
- Provided exceptional services and pleasant shopping experiences to retail customers.
Education
Certificate, Film/Video and Photographic Arts - Film And Video Production
New York Film Academy
New York, NY 01.2014 - 05.2015
Associate of Arts and Sciences (A.A.S - Liberal Arts and Sciences/Liberal Studies
CUNY Hostos Community College
The Bronx, NY 01.2010 - 05.2013
Some College (No Degree) -
Columbia University in The City of New York
New York, NY 01.2008 - 05.2008
Hight school diploma - General Studies
San Agustin
01.2002 - 05.2006
Skills
Microsoft OfficeTeamworkCustomer Service
Process improvements
Relationship building
Problem-solving
B2B Service
Account management
Call center operations
CRM Systems
Certification
Certified Interpreter
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Thought explodes and takes over the reality of a puppet.
J.C. Castillo
Timeline
Bilingual Customer Service Representative
SoundExchange
05.2021 - Current
Director Of Operations
BSCSE LLC, USPack Logistics
10.2019 - 05.2021
Logistics Support Operations
Mountain Peak Marketing
06.2018 - 01.2019
Clinical - Crisis Specialist
Greenburgh North Castle School
10.2016 - 12.2017
Service Operations Specialist
Locus Telecommunication Inc., Ltd
09.2016 - 10.2017
Certificate, Film/Video and Photographic Arts - Film And Video Production
New York Film Academy
01.2014 - 05.2015
Media Coordinator
893 Broadcasting Media / New York Habla RadioShow
09.2013 - 05.2018
Retailer
The Vitamin Shoppe
01.2012 - 08.2014
Associate of Arts and Sciences (A.A.S - Liberal Arts and Sciences/Liberal Studies
CUNY Hostos Community College
01.2010 - 05.2013
Some College (No Degree) -
Columbia University in The City of New York
01.2008 - 05.2008
Hight school diploma - General Studies
San Agustin
01.2002 - 05.2006