Joshua Castillo
Miami,FL
Overview
8
8
years of professional experience
Work History
CUSTOMER SUCCESS MANAGER
PARADIGM SENIOR SERVICES
MIAMI, FL
12.2022 - 02.2024
- Spearheaded the seamless onboarding process for new customers, orchestrating comprehensive setup and delivering top-tier training on cutting-edge billing software
- Cultivated enduring customer relationships, serving as the indispensable point of contact for all inquiries and issues, thereby fostering unwavering trust and loyalty
- Vigilantly monitored and analyzed customer usage patterns, identifying lucrative opportunities to optimize satisfaction and elevate user experience to unprecedented heights
- Proactively championed product adoption among customers, offering bespoke solutions tailored to their unique business objectives, driving unparalleled success
- Forged robust collaborations with cross-functional teams, ensuring a harmonious and frictionless customer journey across all touchpoints
- Executed with precision and urgency in resolving customer issues, epitomizing a steadfast commitment to swift and effective problem-solving, thereby safeguarding against churn.
TECHNICAL CUSTOMER CARE REPRESENTATIVE
HHAeXchange
MIAMI, FL
03.2020 - 11.2022
- Delivered impeccably timed and impeccably professional technical support to clients, leveraging a multifaceted approach encompassing phone, email, and chat channels to swiftly address concerns and resolve issues with unparalleled finesse
- Functioned seamlessly within a synergistic team environment, seamlessly escalating and expeditiously resolving complex technical issues, thus ensuring optimal client satisfaction and retention
- Engaged clients proactively and empathetically, adeptly gathering crucial information, offering tailor-made solutions, and delivering regular updates on the progress of issue resolution, thereby fortifying client trust and satisfaction
- Exhibited mastery in configuring computer systems, software, and network devices with meticulous attention to detail, aligning seamlessly with client specifications and organizational standards to ensure flawless integration and functionality
- Empowered clients through comprehensive training and guidance on software applications, computer systems, and related technologies, fostering a culture of self-sufficiency and optimization.
BDC MANAGER
Audi Fort Lauderdale
Fort Lauderdale, FL
01.2016 - 02.2020
- Orchestrated a transformative overhaul of the customer internet sales process, resulting in monumental spikes in sales volume and sky-high levels of customer satisfaction
- Leveraged an encyclopedic knowledge of products to curate bespoke recommendations for customers, enhancing their purchasing experience and elevating satisfaction to unprecedented heights
- Negotiated with diplomacy to secure advantageous prices and terms in sales agreements, ensuring optimal outcomes for both clients and the organization
- Cultivated a culture of collaboration by seamlessly exchanging selling strategies and invaluable marketing insights with colleagues, contributing significantly to collective success and organizational growth
- Implemented a seamless delegation system for responsibilities and tasks among the sales team and BDC representatives, ensuring streamlined workflow efficiency and bolstering team cohesion to unprecedented levels.
Education
Bachelor of Business Administration – BBA, Project Management -
Southern New Hampshire University
Skills
- Communication Skills
- Leadership Experience
- Interpersonal Skills
- Problem-solving
- Customer Retention
- Customer Success
- Collaborative Skills
- Project Management
- Business Development
- Account Management
- Google Suite
- Microsoft Office
- Revenue Growth
- Sales Proficiency
- Upselling
- CRM Software
- Jira
- Asana
- SaaS
- Start-ups
- Journey Mapping
- Customer Advocacy
Timeline
CUSTOMER SUCCESS MANAGER
PARADIGM SENIOR SERVICES
12.2022 - 02.2024
TECHNICAL CUSTOMER CARE REPRESENTATIVE
HHAeXchange
03.2020 - 11.2022
BDC MANAGER
Audi Fort Lauderdale
01.2016 - 02.2020
Bachelor of Business Administration – BBA, Project Management -
Southern New Hampshire University
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