Jorge Castillo
Chicago,IL
Summary
Self-directed Customer Service professional dedicated to promoting loyalty and retention through proactive communication, effective problem-solving and personable follow-through. Utilizes company support resources, personal expertise and critical thinking skills to manage concerns independently with willingness to escalate critical issues. Offering over 10 years of service-focused experience.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Advocate
HCSC - Blue Cross Blue Shield Of Illinois
09.2023 - Current
- Increased overall efficiency by streamlining workflows within the customer advocate team
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics
- Responded proactively and positively to rapid change
- Well-versed in Windows applications, including Teams and Outlook
- Assist individuals who speak Spanish in a call center environment.
Insurance Support Coordinator
Assurance MMA
12.2022 - 06.2023
- Printed and distributed marketing materials and communication materials for internal and external use
- Professionally communicated with both internal and external clients via phone and email
- Helped, followed, and collaborated on special projects with the staffing and benefits departments
- Assisted clients in locating the appropriate account managers and was able to comprehend the insurance industry
- Created, prepared, and delivered reports to various departments.
Metadata and Discovery Enhancement Assistant
Center for Research Libraries – Global Resources Network
09.2022 - 12.2022
- Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
- Developed and maintained filing systems to facilitate easy access to information.
- Demonstrated adaptability by quickly mastering new software applications as needed for various tasks projects.
- Facilitated smooth project execution by managing deadlines, resources allocation, and progress updates.
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
Administration (Internship)
Illinois Tollway
06.2022 - 12.2022
- Aided in streamlining job application process by utilizing Quick Response Codes and helping with analysis of compiled and presented recruitment strategies.
- Assisted and was in frontline communication with candidates by administering pre-employment assessments.
- Contributed to Diversity initiatives by creating recruitment materials in both English and Spanish
- Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines
- Participated in workshops and presentations related to projects to gain knowledge.
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
Barista
Kitchen United Mix
01.2022 - 12.2022
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Cleaned counters, machines, utensils, and seating areas daily.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
Store Leader
PetSmart
06.2021 - 01.2022
- Boosted customer satisfaction by implementing efficient store operations and addressing customer concerns promptly
- Monitored customers for signs of security concerns and escalated issues to management
- Managed efficient cash register operations
- Established open communication channels with employees to encourage feedback sharing and improve team dynamics
- Stocked merchandise, clearly labeling items, and arranging according to size or color
- Maintained visual merchandising standards, ensuring an appealing store appearance that attracted customers.
Head Cashier
Lowe's
01.2021 - 05.2021
- I worked hard to create and maintain a positive work environment for all cashiers while stimulating the growth of individuals
- I answered questions and provided information on procedures and policies
- I oversaw all register transactions and the processing of customer purchases, as well as refunds and overrides
- Taught employees fundamentals of register use, merchandise scanning and customer service
- Worked closely with team members from other departments to resolve complex customer issues or facilitate seamless transactions
- Conducted regular audits of register tills, ensuring accuracy in daily cash counts and minimizing discrepancies.
Customer Service Manager
Fresh Market
03.2013 - 01.2020
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts
- Researched and corrected customer concerns to promote company loyalty
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
Barista
Starbucks
07.2012 - 12.2012
- Maintained a clean and organized workspace for optimal productivity and safety.
- Controlled line and crowd with quick, efficient service.
- Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
- Operated espresso machines and commercial coffee brewers to create beverages.
- Made and served brand-specific café beverages with focus on speed, quality and consistency.
Deli Clerk
Jewel Osco
09.2008 - 07.2012
- Greeted customers at counter to fulfill requests and answer questions.
- Precisely measured, weighed, sliced, and packaged deli products according to customer requests while minimizing waste.
- Maintained a safe working environment by adhering to food safety guidelines and promptly addressing any hazards.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
- Improved workflow efficiency by effectively multitasking, prioritizing tasks, and communicating with team members.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
Education
Associate in Arts - Business/Economics
Harold Washington College
Chicago, IL06.2023
Skills
- Quality customer service
- Staff development and training
- Supervisory skills
- Problem-solving
- Strong interpersonal/leadership skills
- Fluent in English and Spanish
- Product Recommendations
- Product and service knowledge
- Money handling abilities
- Conflict Resolution
- Data entry skills
- Educating customers
Certification
- Excel 2021 Essential Training (Office 2021/LTSC), LinkedIn, 2022
- Recruitment and Onboarding, LinkedIn, 2022
- American Safety Counsil, On-Premises BASSET Alcohol Certification, 2022
Timeline
Customer Advocate
HCSC - Blue Cross Blue Shield Of Illinois
09.2023 - Current
Insurance Support Coordinator
Assurance MMA
12.2022 - 06.2023
Metadata and Discovery Enhancement Assistant
Center for Research Libraries – Global Resources Network
09.2022 - 12.2022
Administration (Internship)
Illinois Tollway
06.2022 - 12.2022
Barista
Kitchen United Mix
01.2022 - 12.2022
Store Leader
PetSmart
06.2021 - 01.2022
Head Cashier
Lowe's
01.2021 - 05.2021
Customer Service Manager
Fresh Market
03.2013 - 01.2020
Barista
Starbucks
07.2012 - 12.2012
Deli Clerk
Jewel Osco
09.2008 - 07.2012
Associate in Arts - Business/Economics
Harold Washington College