Karolyn Castrillo
Hemet,CA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction. 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
35
35
years of professional experience
Work History
Customer Service Representative
Enco Utility Services, LLC
05.2006 - Current
- Resolved customer complaints with empathy.
- Exhibited professionalism when dealing with customers.
- Helped customers every day with positive attitude and focus on customer satisfaction.
- Managed calls daily, maintaining composure under pressure while providing quality service.
- Documented and detailed calls and complaints using call center's database.
- Escalated complicated customer account issues to supervisors.
Emergency Dispatcher for Electrical and Water/Sewer
Enco Utility Services, LLC
05.2006 - Current
- Received public emergency and non-emergency calls and prioritized in order to effectively dispatch electrical linemen or water/sewer technicians
- Assisted callers in emergency situations with appropriate information and support.
- Provided on-the-job training and coaching to develop new dispatchers.
Supervisor
Addus Home Health Care
05.2001 - 05.2006
- Coordinated Client services for approximately 60-80 elderly and disabled clients.
- Hired staff and created scheduling for approximately 20-25 employees to assure that client needs and hours were being met.
- Calculated employee timesheets and input data for payroll.
- Assessed client needs and developed solutions to meet needs.
- Resolved customer complaints and issues.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
Home Care Aide
Addus Home Health Care
04.1990 - 05.2001
- Cooked tasty, nourishing meals for patients to promote better nutrition.
- Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
Education
Mt San Jacinto College
Menifee, CAHigh School Diploma -
Laurel High School
New Castle, PA06.1970
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- Computer Proficiency
- Payment Processing
- Professional telephone demeanor
- Microsoft Outlook
Timeline
Customer Service Representative
Enco Utility Services, LLC
05.2006 - Current
Emergency Dispatcher for Electrical and Water/Sewer
Enco Utility Services, LLC
05.2006 - Current
Supervisor
Addus Home Health Care
05.2001 - 05.2006
Home Care Aide
Addus Home Health Care
04.1990 - 05.2001
Mt San Jacinto College
High School Diploma -
Laurel High School
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