Lucia Castillo
San Luis Potosi,TX
Summary
Customer Excellence Professional, dedicated to provide quality care for ultimate customer satisfaction. Proven ability to establish and maintain great communication and relationships with clients. Dedicated to identifying customer needs and delivering effective solutions to all problems. Excellent time management skills combined with a superior knowledge of SAP. Bilingual, hardworking, and ready to join my next team.
Overview
12
12
years of professional experience
Work History
Collections Representative II
TBC Corporation
San Luis Potosi, MX
03.2023 - Current
- Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
- Reduced delinquency rates for assigned accounts through persistent follow-up and effective communication.
- Enhanced client satisfaction with timely resolution of disputes and clarification of billing issues.
- Boosted recovery percentages by establishing payment plans tailored to individual debtor circumstances.
Sr. CX Program Management Professional
Honeywell Global
06.2021 - 01.2023
- Managed Account Management systems
- SAP OTC Subject Matter Expert for the Americas Pole, part of a team of Digital Excellence SME
- Partner closely with Customer Service Operations and IT organization.
Customer Experience Professional
Honeywell de Mexico
02.2021 - 06.2021
- Training and development expert
- SAP Certified Superuser.
Customer Experience Supervisor
Honeywell de Mexico
06.2018 - 02.2021
- Focus my work on increasing customer retention by striving to create wonderful customer experiences
- My team members were business top performers 3 consecutive years.
Lead Customer Experience
Honeywell de Mexico
11.2017 - 06.2018
- Trained team on different processes
- Being on this position I cleaned 100% of the list of un-billed orders they had sitting for over 10 years on the LATAM region.
Customer Service Representative
Honeywell de Mexico
03.2015 - 11.2017
- Provided post sales attention, products information, etc.
Receptionist
Grupo Funerario Capillas del Olmo
01.2012 - 03.2015
Education
Business Administration -
UNID
10.2021
Skills
- Microsoft Office
- Time Management
- Ability to Work Under Pressure
- Ability to Work in a Team
- Decision Making
- Leadership Skills
- Adaptability
- Fast Learner
- Customer Service
- Communication Skills
- Collaboration & Teamwork
- SAP Superuser
- UAT Testing Expert
Details
San Luis Potosi, Mexico, (4441) 35 09 50, castillolucia1987@gmail.com
Courses Certifications
- 360 Leadership Workshop, 03/01/19, 04/01/19
- Greenbelt Cerification, Honeywell, 06/01/21, 05/01/21
- Customer Experience Academy, Honeywell, 06/01/18, 12/01/23
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Collections Representative II
TBC Corporation
03.2023 - Current
Sr. CX Program Management Professional
Honeywell Global
06.2021 - 01.2023
Customer Experience Professional
Honeywell de Mexico
02.2021 - 06.2021
Customer Experience Supervisor
Honeywell de Mexico
06.2018 - 02.2021
Lead Customer Experience
Honeywell de Mexico
11.2017 - 06.2018
Customer Service Representative
Honeywell de Mexico
03.2015 - 11.2017
Receptionist
Grupo Funerario Capillas del Olmo
01.2012 - 03.2015
Business Administration -
UNID