Luz Beas Castillo
Bothell,Washington
Summary
Reliable and highly motivated, with experience in customer service, operations and administrative tasks. Open to feedback and coachable with experience in success in Operations Audits and improving and maintaining good levels of customer service.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Lead Associate
MyGift Enterprise
Woodinville, WA
12.2020 - Current
- Responsible for customer service communications in 7 selling channels, answer incoming customer service messages and calls, return messages promptly within 24 hours, Check validate and follow up order entry in multi sales channels
- Cancel orders, issue refunds and manage replacement requests, process return requests
- Communicate shipment delays
- Communication with warehouse team to process and ship orders in time and manner
- Maintained Amazon customer feedback 98%, Etsy communication time standard above 96%, Ebay score above standard seller level
- These achievements were consistent including busiest season of the year as Christmas.
Intake Coordinator
NorthShore Senior Center
12.2019 - 11.2020
- Create and maintain the transportation department’s schedule, Conduct outreach activities focusing primarily on the Latin Community, translate English/Spanish as needed, provide office support and administrative duties, marketing activities including to the local senior communities, making inbound calls and receiving them, dispatch responsibilities, as well as general customer service for clients, partners, and vendors.
Operations Analyst
MyGift
Woodinville, WA
05.2016 - 08.2017
- Planned and coordinated daily shipments to Amazon warehouses, Inspected quality of products received from overseas shipments, communicated with internal warehouse employees in regards to shipments, containers, and products arriving at MyGift facilities, as well as preparing a detailed list for senior leadership team, interacted and communicated with Product Specialists in regards to quality of products received, researched and communicated status updates on overseas container shipments from China, maintained updated tracking status of shipments sent to Amazon, interacted with Amazon to investigate any product issues reported, tracked life cycle of products as well as days supply on hand from warehouse.
Finance Representative
AT&T
Redmond, WA
10.2009 - 12.2013
- Research Upgrades, Discounts and Returns for accuracy, as well as Inventory controls (devices and accessories); earned two green audit scores of 91.7% and 90.0% (first green audits for that location in several years); physical counts every other day on devices, twice per week on accessories
- I act as a greeter and translator when needed as well as helping sales reps to close sales and customer service duties when necessary.
Office Manager
NWOPG (Northwest Otolaryngology Group) & SkinMD
Seattle, WA
03.2008 - 09.2009
- Marketing, billing, reports, administrative duties, software installation (STX), kept track of financial information, client scheduling, inventory management, office communications manager, Customer service, and Front Desk Coordination
- I also attended trainings to increase my knowledge of the products and Services that we provided.
Assistant Food & Beverage Manager
Presidente Intercontinental Hotel
Cancun, Mexico
01.2005 - 11.2005
- Assisted manager with administrative duties (data entry, marketing reports, record keeping, budgeting, and graphs)
- Also, assisted Restaurant Manager and management of receptions.
Education
BA in Marketing -
University of Technology in Mexico
Skills
- Bi-lingual: English and Spanish (fluent-native speaker)
- Microsoft Office (excel, word, power point, Outlook, SharePoint)
- Office equipment (copying, fax, filing, phone systems)
- Customer Service Excellence
- Status Updates
- Order Management
- Payment Processing
- Customer Complaint Resolution
- Account Management
- Inquiry Requests
- Cash Handling
- Administrative Duties
- Inventory Control
- Research and Analysis
- Customer Relations
- Telephone Etiquette
- Filing
- Clerical Support
- Spreadsheet Management
- Report Writing
- Mail Handling
- Travel Coordination
- Data Entry
- Appointment Scheduling
- Scheduling
- Office Administration
- Professional and Mature
- Prioritization
Certificates And Training
- 18th National Convention of Retail Trade offered by the ANTAD (National Association of Retail Stores)
- H Certification (Mexican food and Beverage Certification)
- Be MY guest (Hotel Presidente Intercontinental)
- Wine tasting (J.Lhor wines and Belvedere vodka)
- SkinMedica (Knowledge of the products)
- Allergan University (Administrative training on how to improve sales in the Aesthetic Practice)
- English as second Language. Completed. Cascadia Community College
Languages
Spanish
Native/ Bilingual
Certification
18th National Convention of Retail Trade offered by the ANTAD (National Association of Retail Stores).
H Certification (Mexican food and Beverage Certification)
Be MY guest (Hotel Presidente Intercontinental)
Wine tasting (J.Lhor wines and Belvedere vodka)
SkinMedica (Knowledge of the products)
Allergan University (Administrative training on how to improve sales in the Aesthetic Practice)
English as second Language. Completed. Cascadia Community College.
References
References available upon request.
Timeline
Customer Service Lead Associate
MyGift Enterprise
12.2020 - Current
Intake Coordinator
NorthShore Senior Center
12.2019 - 11.2020
Operations Analyst
MyGift
05.2016 - 08.2017
Finance Representative
AT&T
10.2009 - 12.2013
Office Manager
NWOPG (Northwest Otolaryngology Group) & SkinMD
03.2008 - 09.2009
Assistant Food & Beverage Manager
Presidente Intercontinental Hotel
01.2005 - 11.2005
BA in Marketing -
University of Technology in Mexico