Joanna Castorena
San Antonio,TX
Summary
I am well versed in customer service and just helping people in general. I have in total 9 years of experience in customer service between Southwest and Spectrum. I am a fast learner and dedicated to my position wherever I am.
As a customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
Work History
Recruiter Assistant
Eco - Staff, LLC
01.2025 - 09.2025
- Coordinated candidate screenings and interviews, ensuring timely communication with hiring teams.
- Assisted in developing job descriptions and posting openings on various platforms.
- Streamlined applicant tracking system processes to enhance recruitment efficiency.
- Supported onboarding initiatives by preparing materials and facilitating orientation sessions.
- Conducted initial candidate assessments, providing valuable insights for hiring decisions.
- Maintained accurate records of candidate interactions and recruitment metrics for reporting purposes.
SMB Activation
Charter spectrum
02.2023 - 12.2024
- Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented with ability to manage multiple tasks and priorities.
- Organization
- Team building
- Problem resolution
- Customer service
- Procedure Support
- Call Management
- Data Collection
- Telephone reception
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Work successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services. I assist in order entry. Implementing business rules.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
Insurance Coordinator
All Smiles Dental Center
03.2022 - 01.2023
- Assisted with the development of training materials related to insurance products and services. Investigated any discrepancies between client's stated needs and actual coverage requirements.
- Coordinated patient insurance verification processes to ensure accurate coverage information.
- Streamlined communication between patients and insurance providers, improving customer satisfaction scores.
- Verified insurance and communicated coverage to staff and patients.
- Assisted clients with understanding complex insurance policies, effectively addressing concerns or questions.
- Contributed positively to team morale by consistently demonstrating a collaborative attitude and willingness to support colleagues.
Customer Support
Southwest Airlines
02.2017 - 02.2022
- Managed high-volume of inbound and outbound customer calls. Responded to customer requests for unavailable products and suggested other suitable options. Investigated and solved routine, complex and long-standing customer issues each day. Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor. Evaluated customer account information to assess current issues and determine potential solutions. Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Streamlined customer support processes by implementing advanced software solutions, allowing for faster response times and increased case resolution rates.
- Provided excellent customer support by addressing concerns or complaints with professionalism and empathy.
- Maintained deep understanding of company services and products in order to offer most knowledgeable customer support.
- Led efforts in resolving escalated client issues promptly by working closely with customer support teams, ensuring swift resolution and client satisfaction.
- Delivered top-notch customer support by addressing technical issues promptly and effectively.
- Offered exceptional customer support by answering inquiries about products, services, and promotions accurately and promptly.
- Improved clients'' satisfaction by providing timely, high-quality services and excellent customer support.
Dental Assistant
All Smiles Dental Center
07.2014 - 06.2016
- Assisted in patient preparation for dental procedures, ensuring comfort and readiness.
- Managed sterilization of instruments and equipment to maintain infection control standards.
- Educated patients on oral hygiene practices and post-treatment care instructions.
- Collaborated with dentists to develop treatment plans tailored to individual patient needs.
- Streamlined appointment scheduling processes, enhancing office efficiency and patient flow.
- Provided chairside assistance during examinations, improving dentist efficiency and patient satisfaction.
- Prepared and arranged instruments, medications, and required materials for dental procedures.
- Assisted dentists with complex procedures, ensuring optimal patient care and treatment outcomes.
- Documented patient dental health information, medical history, and vital signs for future reference.
- Performed general chair-side duties for general dentistry, endo procedures, and oral surgery.
- Sterilized rooms and prepped equipment and instruments for multiple procedures daily.
Education
High School Diploma - General
Montwood High School
El Paso05-2003
Skills
- Time management
- Recruiting and sourcing
- Recruitment strategy development
- Candidate screening
- Team collaboration
- Team motivation
- Self-motivated work ethic
- Verbal and written communication
- Administrative skills
- Pre-screening candidates
Languages
English
Full Professional
Spanish
Professional Working
Timeline
Recruiter Assistant
Eco - Staff, LLC
01.2025 - 09.2025
SMB Activation
Charter spectrum
02.2023 - 12.2024
Insurance Coordinator
All Smiles Dental Center
03.2022 - 01.2023
Customer Support
Southwest Airlines
02.2017 - 02.2022
Dental Assistant
All Smiles Dental Center
07.2014 - 06.2016
High School Diploma - General
Montwood High School