Kevin Castillo Artavia
Heredia ,Heredia
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
7
7
years of professional experience
Work History
Team Leader
Bill Gosling Outsourcing
12.2023 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Weekly coaching sessions to all agents with a headcount up to 27 and minimum 12 agents on my direct team.
- Kept KPI information to report daily and weekly to my managers in regards to the tendencies and areas of improvement to the whole team in general.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Deliver weekly huddles with engagement activities to keep the team motivated and high moral, as well to deliver updates coming from a direct communication with the client.
- Joined WBR on weekly bases to report KPIs, fails and general reporting of the numbers of Costa Rica with the directors always focusing on showing a plan established for any lowlight and delivering them with positive statements and opening the opportunity to feedback.
- Constant communication with the USA leads and managers to solve cases and keep all information of knowledge base created in our domestic team updated, to make sure we follow guidelines from the client itself and make sure to be on the same page.
- Exceptional attention to detail and commitment to ensuring that every aspect of operations runs smoothly.
- Proactive approach to procedures, follow-ups, and meetings demonstrating a strong sense of responsibility and leadership.
- Prioritize the needs of the floor and support the agents in aligning with client's goals.
- Commitment to going above and beyond in my role. Proactive mentality and dedication to doing what’s right for both the team and the account.
- Eagerness to learn and improve the leadership image I provide. Always actively seeking additional responsibilities and offer support to alleviate my leader’s workload.
- Strong sense of teamwork and accountability.
- Always ensuring that the team’s equipment is complete and functioning well, with a constant communication with IT dpt with a high commitment to operational efficiency and resource management.
- I kept a track of payroll and adherence to schedules of the agents on a daily bases and reporting on a bi-weekly matter for payment purposes.
- Took escalated calls and cases offering the best service and follow up possible within the time I can take to do so outside my responsibilities.
- Completed an internal certification for leadership development which was really useful to improve my management skills.
- High knowledge on the business functions and needs which allows to create RCA and identify any possible and necessary actions towards the success of the company.
- Highly emotional intelligence to deliver difficult conversations and areas of improvement with all type of situations of the day by day on management team.
- Daily report of top 3 priorities of the day at the beginning of the day.
- Daily EOD reports to notify the activities, floor walks, coaching sessions and absenteeism on the account.
- In charge of the nesting process for all new waves and new hires coming into the team, providing daily debriefs and sharing best practices to have top notch customer service experience.
Collector Agent
Bill Gosling Outsourcing
06.2023 - 12.2023
- Conducted comprehensive credit analysis on debtor profiles to assess risk levels and guide subsequent collection actions.
- Streamlined collection efforts by implementing organized systems for tracking overdue accounts and past-due notices.
- Leveraged strong communication skills to build rapport with customers, facilitating successful negotiations and payment arrangements.
- Provided exceptional customer service during all interactions, promoting positive brand image and fostering customer loyalty.
- I worked on customer service and collection calls at the same time, covering all needs of the calls on the account.
- I was a top performer and bonus winner the whole time I was an agent there.
Customer Care Expert
Smile Direct Club
10.2018 - 04.2023
- I offered top customer service with all kinds of questions and problems related to products, shipping, website, insurance paperwork and more.
- I learned to listen to calls in a top quality way, increasing the efficiency of my call flow.
- Here, as in all my previous jobs, the calls are bilingual so I am able to take calls in Spanish perfectly as well as English.
- I was part and lead the nesting support group, providing 1 on 1 sessions for QA and general feedback, noted and reported the tendencies, highlights and lowlights to create whatever needed action plans once they hit production
- I was a mentor on my team, my lead gave me the responsibility to create PIP and share best practices to the new hires coming into the team, making sure they meet the KPIs required and have the best product knowledge as possible.
- Send reports through coaching logs and forms to report the progress on the action plans I was on charge of.
- Did QA for the team as part of my development towards leadership, learned coaching techniques like the sandwich and STAR methods.
- I was part of a back office project called FDA Complaints, my job here was to make sure since we were a medical/cosmetic services all the complaints submitted to the food and drugs administration bureau were valid and according to the customers complaints, we checked up to 80 cases per day since was extremely important for the company to keep regulated for all these concerns were raised properly.
- Implemented process improvements that streamlined workflows, reducing average call handling time without sacrificing quality.
My Bookie
My Bookie
07.2018 - 10.2018
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Retentions Agent and Customer Care Specialist
Ballena Media
10.2017 - 08.2018
- Work based on sales techniques for the retention of clients who were preparing to cancel their accounts and help services when others called with problems or questions about the Website.
- Effectively managed high-stress situations while ensuring the safety of individuals involved using de-escalation techniques when necessary.
- Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Fostered a positive work environment by contributing constructive input during meetings and participating in team-building activities.
- Increased customer retention rates by effectively addressing and resolving concerns in a timely manner.
- Assisted customers with account updates and plan changes to optimize their satisfaction and loyalty.
- Handled high-volume calls, ensuring top-notch customer service while maintaining professionalism.
Tier 1 Technical Service Agent
Teleperformance
08.2017 - 07.2018
- Work steps for the arrangement of Internet, telephone and television services.
- Escalated unresolved issues to appropriate departments while maintaining clear communication with affected customers throughout the process.
- Built strong relationships with clients through exceptional communication skills and empathetic understanding of their needs.
- Reduced ticket resolution time by implementing effective troubleshooting techniques and prioritizing tasks accordingly.
- Maintained a high level of professionalism while addressing customer concerns, ensuring positive customer relations.
- Researched and identified solutions to technical problems.
Education
High School Diploma -
CINDEA
Escazu12-2015
Basic Education
EAP San Rafael
Desamparados12.2012
Skills
- Excellent customer service at a stable level of emotional maturity to be able to handle any situation with professionalism
- Extensive experience and positive and assertive mobility in any situation within the work environment
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Team motivation
- Team Supervision
- People Management
- Staff Training
- Work Planning and Prioritization
- Coaching and Mentoring
- Documentation And Reporting
- Performance Improvement
Timeline
Team Leader
Bill Gosling Outsourcing
12.2023 - Current
Collector Agent
Bill Gosling Outsourcing
06.2023 - 12.2023
Customer Care Expert
Smile Direct Club
10.2018 - 04.2023
My Bookie
My Bookie
07.2018 - 10.2018
Retentions Agent and Customer Care Specialist
Ballena Media
10.2017 - 08.2018
Tier 1 Technical Service Agent
Teleperformance
08.2017 - 07.2018
High School Diploma -
CINDEA
Basic Education
EAP San Rafael
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