Kellie Green-Castro
St. Jo, TX
Summary
A customer service professional with proven ability to handle high volumes of calls efficiently. Known for maintaining high standards and achieving positive outcomes through effective communication and problem-solving. Valued for teamwork, reliability, and adaptability in dynamic environments.
Overview
4
4
years of professional experience
Work History
Call Representative
Advance Call Center Technology
07.2024 - 12.2025
- I started as a call representative with 3rd party vendor Advance Call Center Technology for Bank Of America. In this role, I would access client's sensitive account information and review checks and deposits that have been made to stop fraud from occurring. I would also verify deposits that our clients made with the maker of the checks. I would answer calls from clients to verify checks were made by them to payees and push the checks through to be paid. This position was Specialty Fraud which mainly focused on monitoring our client's accounts for suspicious activity or fraudulent transactions. I would also file credit card fraud on behalf of clients or non-clients and send affidavits to the callers. In this role, I would answer all the caller's questions and try to de-escalate situations that would’ve gone to a supervisor.
- Respond promptly to customer needs; Solicited customer feedback to improve service; Respond to requests for service and assistance.
- Maintained confidentiality; Listened to others without interrupting; Kept emotions under control; Remained open to others' ideas and tried new things.
- Speak clearly and persuasively in a positive or negative situation; Listen and get clarification; Respond quickly and effectively to customer questions.
- Multi tasks to document while speaking with the consumer
Department Coordinator
Marshalls Retail Store
10.2021 - 08.2024
- I started in this company in the stock room and later became a retail associate. I was promoted to customer experience coordinator where I ran all the registers in the front end. In this position, I did register pulls which replenished change to cashiers when they didn't have any in their boxes. I handled customer complaints. I would make sure my cashiers went on break. I would also be responsible for the front end when managers were in meetings or when they were not available. I also encouraged customers to apply for our store credit card and motivated my cashiers to provide customer service and push our rewards cards. I would lead all sales associates to keep up with store standards and help recover. I was later promoted to merchandising coordinator in the Home Department at Marshalls in Harlingen, TX. I made sure my associates stock merchandise promptly and that they knew how to read UPCs and department codes. I would also make sure that they get trained to stock and organize merchandise that follows the store merchandising flow and policy. It is also my duty to know how much my department contributes to the stores sales. I push merchandise as soon as possible and control the influx of new merch that we receive. I also made sure my department is recovered at the end of the day. Listed below are some of the tasks I was in charge of.
- Assigns registers, supports, and responds to POS coverage needs, and coordinates breaks for all Associates.
- Oversee Associates in front registers.
- Promote customer service.
- Train and mentor associates for the front end.
- Maintains and upholds merchandising procedures and standards.
- Accept packages that are delivered
- Sort and accurately process merchandise in the backroom and prepare merchandise for the sales floor.
- Break down merchandise boxes from incoming pallets, and dispose of them properly.
- Accurately stock the sales floor
- Stock merchandise, manage returns, and register.
- Display merchandise features
- Properly place security sensors on merchandise when needed.
- Sort and process shoes & accessories
- Process clothing for the sales floor, size clothing items with their correct size
- Fitting room attendant, helping customers choose products, maintaining fitting room area clean.
- Answer customers inquiries
- Initiates and participates in store recovery as needed throughout the day, assists in product return and replacements.
- Assist on a register when short on cashier coverage.
- Maintains all organizational, cleanliness, and recovery standards for the sales floor and participates in the maintenance/cleanliness of the entire store.
- Maintain loss prevention standards.
- Performs other duties as assigned.
- TJX Rewards, Customer Loyalty
Fulfillment Outfitter
Bass Pro Shops Outdoor World
03.2023 - 07.2023
- My role in this company was to fulfill online orders and curbside pick-up. I would receive orders online and I would collect the items in store. I matched each item to their UPS to make sure the customer was getting the correct item. I would pack items carefully and print shipping labels on packages and send them off through FedEx, UPS, or USPS. If curbside order I would bag each item and take merchandise to customers. I learned how to do inventory, I would verify that the store had the correct amount of merchandise in stock as shown in the system. I was also working registers and providing customer service as well as promoting the Bass Pro credit card and there insurance on their merchandise. This was a part-time job while I was working at Marshall's but put my 2 weeks due to scheduling issues due to me going back to school.
- Performs multiple functions within the back room of the retail store such as receiving merchandise, inspecting merchandise, filling orders, sorting and packing merchandise in appropriate box size for shipment to customers as needed.
- Sorts merchandise into order groupings and/or pack merchandise using proper containers, cartons, or packaging for shipment. Applies designated labels and visually inspects products for quality and presentation to customers.
- Fills retail and/or direct customer orders by inspecting merchandise and matching merchandise to order. Pulls merchandise from designated stock locations and places in proper containers.
- Moves merchandise among warehouse locations using authorized material handling equipment (i.e. stock pickers, lift trucks, etc.) or manually load and/or unload trailers.
- Assist customers in finding merchandise and making buying decisions when working on the Sales floor during store open hours.
- Communicates any issues or needs affecting the execution of basic job functions such as Short Pick issues, stocks, on-hand counts, and supplies.
- Follow through on order processing up to and including properly closing orders in the BOSS system.
- Ability to read label descriptions and stock merchandise by UPC codes.
- Available to work registers.
Education
Bachelor of Science - Anthropology, Biology
The University of Texas Rio Grande Valley
Edinburg, TX05.2020
Associate in Science - Biology
Texas State Technical College
Harlingen, TX04.2017
High School Diploma - undefined
Harlingen High School South
Harlingen, TX06.2013
Skills
- Flexible
- Critical Thinking
- Organizational Skills
- Adaptability
- Great Communication Skills
- Courteous & Customer Oriented
- Strong Interpersonal Skills
- Can type 50 WPM
- Bilingual – English and Spanish (read, write, speak)
- Microsoft Office – PowerPoint, Excel, Access, Word, Outlook
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Call Representative
Advance Call Center Technology
07.2024 - 12.2025
Fulfillment Outfitter
Bass Pro Shops Outdoor World
03.2023 - 07.2023
Department Coordinator
Marshalls Retail Store
10.2021 - 08.2024
Associate in Science - Biology
Texas State Technical College
High School Diploma - undefined
Harlingen High School South
Bachelor of Science - Anthropology, Biology
The University of Texas Rio Grande Valley