KARINA CASTILLO
Pasadena,TX
Summary
An Engaging, Team Oriented, Results Driven individual who leads by example while actively inspiring, motivating, and providing quality service. As well as focusing on building and strengthening the business to actively assist it in thriving both financially as well as professionally. 10+ years of Management Experience Strong Organizational skills Punctual, observant, attentive and follow written and verbal directions well Respectful of and attentive to privacy and confidentiality Word/Excel/and computer literate Effective Communication and writing skills Experience working in a Call Center position
Overview
16
16
years of professional experience
Work History
Administrative Assistant
Houston Methodist Hospital
03.2023 - Current
- Answered and routed calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Created and maintained databases to track and record data.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Coordinated and scheduled meetings and conference calls to optimize scheduling.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance data.
- Managed department budgets and generated financial reports for management review.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Volunteered to help with special projects of varying degrees of complexity.
- Liaised between clients and vendors and maintained effective lines of communication.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
Client Service Coordinator
Aveanna Healthcare
09.2022 - 03.2023
- Receive and handle incoming calls
- Maintain and update Employee & Client Service Accounts in Aveanna Care
- Run Hourly reports and process data imports daily at beginning and end of day for management
- Adhere to payroll/billing cut off and deadlines
- Follow up with regional centers, families and care providers as needed
- Complete Special incident Reports and follow through guidelines
- Resolve payroll/ punch issues and concerns
- Use professional communication and conflict resolution techniques as required
- Evaluate data Issues, report feedback and observations
- Perform other duties as assigned or needed
- Knowledge of ICIMS & regulatory agencies, I-9 requirements
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Managed receptionist area by greeting visitors, responding to telephone, and email inquiries and providing information for in-person requests.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Maintained and managed customer files and databases.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Operation Specialist
Aveanna Heathcare
10.2020 - 09.2022
- Weekly time sheets entries for caregiver staff visits which generates billing
- Process and close payroll each week according to guidelines
- Prepare and ensure timesheets and nursing notes for corporate billing department are processed according to guidelines
- Establish an open line of communication and positive relationship with the Corporate Payroll department
- Assist with caregiver onboarding activities; help with recruiting activities
- Ensuring all caregiver personnel files are secure, accurate and complete
- Verification and maintenance of caregiver credentials (licenses and certifications)
- Establish and maintain an orientation schedule for caregiver staff
- Scanning and/or filing of documentation and records
- Assist in answering of incoming calls and ensuring accurate messages are taken and given to the appropriate staff member
- Mail distribution to appropriate staff member or department
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Gathered, organized and input information into digital database.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Frequently inspected production area to verify proper equipment operation.
- Conducted regular reviews of operations and identified areas for improvement.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Created and managed project plans, timelines and budgets.
- Maintained database systems to track and analyze operational data.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
Call Center Manager
U.S. Quality Furniture Services
10.2012 - 08.2020
- Established long-term relationships with clients through prompt and courteous responses regarding inquiries on their customers
- Oversee, schedule, and mentor customer service call center personnel
- Professionally and politely handled conflicts with irate customers
- Input and verify customer and client information within specific assigned territories for accuracy.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Determined quality assurance benchmarks and set standards for improvement.
- Developed quality employees within call center to take over leadership positions.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Case Manager
Harris County Housing Authority
11.2011 - 10.2012
- Responsible for performing various administrative and social service work by providing case management services
- Scheduled yearly reviews with clients regarding their income
- Ensured clients had adequate housing
- Helped to empower clients to develop and utilize independent living skills and strategies
- Conducted outreach to recruit owners, landlords, and property managers for housing
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Monitored clients' progress and tracked client services to provide crisis interventions.
- Developed and implemented safety plans for clients at risk of harm to provide protection.
- Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations, and procedural costs.
- Liaised with social worker to expedite financial assistance not covered by insurance.
- Coordinated individual referrals to obtain community services, advocate for client needs and resolve roadblocks.
- Assessed community needs and identified resources for social and community service programs.
- Researched best practices and developed strategies to improve program outcomes.
- Conducted outreach activities to engage local stakeholders in programs.
- Conducted community workshops to promote different programs and educate public on available services.
- Managed volunteer programs focused on providing community services to underserved populations.
- Utilized grant writing skills to secure additional program funding.
- Spearheaded fundraising efforts to support social and community service initiatives.
Call Center Supervisor
U.S. Quality Furniture Services
08.2008 - 10.2011
- Established long-term relationships with clients through prompt and courteous responses regarding inquiries on their customers
- Oversee, schedule, and mentor customer service call center personnel
- Professionally and politely handled conflicts with irate customers
- Input and verify customer and client information within specific assigned territories for accuracy.
Education
High School Diploma -
Pasadena High School
Pasadena, TX2005
Skills
- Customer Service
- Data Entry Documentation
- Mail Management
- Phone Call Answering
- Travel Planning
- Time Management
- Clerical Support
- Office Administration
- Staff Motivation
Languages
Spanish
Native or Bilingual
Timeline
Administrative Assistant
Houston Methodist Hospital
03.2023 - Current
Client Service Coordinator
Aveanna Healthcare
09.2022 - 03.2023
Operation Specialist
Aveanna Heathcare
10.2020 - 09.2022
Call Center Manager
U.S. Quality Furniture Services
10.2012 - 08.2020
Case Manager
Harris County Housing Authority
11.2011 - 10.2012
Call Center Supervisor
U.S. Quality Furniture Services
08.2008 - 10.2011
High School Diploma -
Pasadena High School
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