Katherine Castillo
Summary
Detail oriented and personable call center professional with a proven ability to handle customer inquires, resolve issues and provide exceptional service. Proven leader and efficient bilingual communicator, adept in customer service and CRM systems, significantly reduced complaints at Beary Basics. Excelled in fast-paced environments, demonstrating exceptional multitasking and empathy. Fluent in Spanish, skilled in call handling and fostering team collaboration.
Overview
24
24
years of professional experience
Work History
Remote Bilingual Call Center Agent
Foundation for California Community Colleges
07.2024 - Current
- Utilized CRM systems proficiently for seamless data management and efficient customer issue resolution.
- Promoted a positive work environment by actively participating in team-building activities and supporting colleagues when needed.
- Escalated complex issues to appropriate departments, ensuring timely resolution and customer satisfaction.
- Adapted communication style according to caller''s requirements, promoting clear understanding between parties involved.
- Handled sensitive information with utmost discretion, adhering strictly to privacy regulations and company policies.
Remote Rental Assistance Agent
Global Empowerment Mission
03.2024 - 06.2024
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Followed up with AirBnb host to ensure quality of properties.
- Reached out to survivors to set up housing intake meeting.
- Reached out to Spanish speaking survivors to offer assistance in housing intake
Manager/Customer Service
Beary Basics
04.2001 - 01.2022
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- 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.
Education
Verdugo Hills High School
Skills
- Goal-Oriented
- Empathy and patience
- Fluent in Spanish
- Call handling
- Script adherence
- Customer Service
- Call Center Customer Service
- Inbound phone calls
- Time Management
- Multitasking
- Calm Under Pressure
Timeline
Remote Bilingual Call Center Agent
Foundation for California Community Colleges
07.2024 - Current
Remote Rental Assistance Agent
Global Empowerment Mission
03.2024 - 06.2024
Manager/Customer Service
Beary Basics
04.2001 - 01.2022
Verdugo Hills High School
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