Kassandra Castillo
San Antonio,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
15
15
years of professional experience
Work History
Member Service Representative
Credit Human FCU
San Antonio, TX
06.2025 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Educated and engaged customers with new bank products and services.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Resolved customer issues through thorough dispute investigation.
Deputy Sheriff
Bexar County Sheriff's Office
San Antonio, TX
03.2024 - 06.2025
- Handled high-pressure situations calmly and professionally, minimizing risks to public safety.
- Assessed potentially dangerous situations quickly; employed de-escalation techniques when needed to maintain peace.
Customer Service Representative
Citibank
San Antonio, TX
12.2023 - 02.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Specialist
Frost
03.2022 - 03.2023
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Increased efficiency and team productivity by promoting operational best practices.
- Developed customer service improvement initiatives to decrease customer wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Pre-Arbitration Specialist
JPMorgan Chase
05.2021 - 03.2022
- Mitigate losses by adhering to Federal guidelines
- Ensure Pre-arb, Arb filed in timely manner
- Reassign cases to ensure finality deadlines met
- Made outbound telephone calls to customer to investigate customer claims
Customer Care Supervisor
JPMorgan Chase
12.2019 - 03.2022
- Advocating for customers
- Making connections with customer, acknowledging issues
- Taking ownership and Empathizing
- Developed and maintained courteous and effective working relationships
Dispute by Phone
JPMorgan Chase
07.2017 - 03.2022
- Effectively resolved customer disputes via telephone
- Mitigated financial losses for firm
- Posses thorough knowledge of Visa/MC regulations governing disputes
- Excellent written and oral communication skills
Team Leader
Chick-fil-A
02.2011 - 09.2015
- Effectively managed team of 20 employees
- Responsible for inventory control and budget maintenance
- Provided exceptional customer service
- Tasked with training new employees on company policy and ethical standards
Education
Certificate Medical Administration Office - Certificate Medical Adminstration Office Assistant
Martinsburg College
Martinsburg, WV04.2016
High School Diploma -
Oliver Wendall Holmes High School
San Antonio, TX06.2011
Skills
- Leadership
- Supervision
- Organization and Time management
- Responsible
- Team Building
- Customer service
- Critical thinking
- Microsoft Office
- De-escalation techniques
- Report writing
- Decision-making
Timeline
Member Service Representative
Credit Human FCU
06.2025 - Current
Deputy Sheriff
Bexar County Sheriff's Office
03.2024 - 06.2025
Customer Service Representative
Citibank
12.2023 - 02.2024
Customer Service Specialist
Frost
03.2022 - 03.2023
Pre-Arbitration Specialist
JPMorgan Chase
05.2021 - 03.2022
Customer Care Supervisor
JPMorgan Chase
12.2019 - 03.2022
Dispute by Phone
JPMorgan Chase
07.2017 - 03.2022
Team Leader
Chick-fil-A
02.2011 - 09.2015
Certificate Medical Administration Office - Certificate Medical Adminstration Office Assistant
Martinsburg College
High School Diploma -
Oliver Wendall Holmes High School