Melissa A. Castillo
New Castle,DE
Summary
Operations focused professional with experience supporting high volume contact center and customer service environments. Skilled in researching and resolving complex issues, maintaining data accuracy, and documenting account activity while adhering to established policies and procedures. Strong background in problem solving, collaborating with others, and adapting to changing priorities within fast-paced, metrics-driven organizations. Experienced utilizing NICE and IEX systems and recognized for delivering accurate, organized, and timely support that contributes to operational and business objectives.
Overview
11
11
years of professional experience
Work History
Credit Assistance Specialist I, Inbound
Bank of America
Newark, DE
07.2025 - Current
- Support a high-volume contact center environment serving Consumer Card, Business Lending, and Deposit Charged-Off clients by assessing customer needs, resolving account concerns, and providing payment solutions in accordance with established policies and guidelines.
- Research and resolve complex account issues, including bankruptcy, offsets, and RISC closures, through careful review of client data and internal procedures.
- Maintain clear and accurate documentation of client interactions to support compliance, continuity, and strong recordkeeping.
- Collaborate with internal teams and leadership to address escalations, support day-to-day operations, and work with Debt Settlement Agencies to facilitate settlement solutions for customers.
- Utilize NICE and IEX systems daily to support schedule adherence and workforce expectations within a structured environment.
- Adapt to changing priorities, workload fluctuations, and business needs while maintaining consistent performance standards.
Events Coordinator
Hotel Planner (Remote)
09.2022 - 06.2025
- Managed high-volume requests and maintained accurate records across multiple systems to support operational efficiency and client satisfaction
- Analyzed booking trends, inventory availability, and customer requirements to support planning and resource allocation decisions.
- Generated and maintained reports to track performance, availability, utilization, and operational readiness.
- Maintained data accuracy and consistency to support reporting reliability and informed decision-making.
- Coordinated with internal and external partners to resolve issues, manage changing priorities, and ensure successful execution of client events.
Shore Excursion Agent
Princess Cruise Line — Global Operations
11.2015 - 09.2022
- Supported high-volume customer operations by coordinating excursion bookings, reservations, and service requests across multiple global destinations.
- Researched and resolved customer issues, itinerary changes, cancellations, and operational exceptions while maintaining service standards and accuracy.
- Managed multiple priorities simultaneously in a fast-paced environment while maintaining organization, attention to detail, and timely resolution of requests.
- Utilized operational data and performance metrics to identify booking trends and highlight excursions requiring additional sales and promotional focus.
- Supported high-volume global operations across multiple regions by coordinating customer requests, resolving service issues, and maintaining accuracy while managing competing priorities and operational demands.
Education
Bachelor of Science - Tourism Business Administration
Universidad Tecnologica De Santiago UTESA
Dominican Republic10.2011
Skills
- Operations Support
- Contact Center Operations
- Issue Research & Resolution
- Data Accuracy
- Reporting & Documentation
- Process Adherence
- Schedule Adherence
- Escalation Management
- Cross-Functional Collaboration
- Problem Solving Risk Awareness
- Organizational Skills
- Data Entry & Record Management
- Microsoft Excel PowerPoint Outlook Teams Google Workspace NICE IEX Pipedrive CRM
Accomplishments
- Recognized by leadership during Spirit Walk with Global Recognition for going Above & Beyond and Embracing the Power of Our People.
- Earned the Client Ambassador Award for January, February, March 2026 and June 2026.
- Achieved 9/10 perfect 10/10 Voice of the Customer survey scores.
- Maintained a 4.6/5 performance rating across each contract with Princess Cruises, recognized as an efficient and high-performing Shore Excursion Agent.
- Recognized as a top planner for sports events at Hotel Planner.
- Received multiple-peer recognition e-cards for team support, including helping new hires.
Timeline
Credit Assistance Specialist I, Inbound
Bank of America
07.2025 - Current
Events Coordinator
Hotel Planner (Remote)
09.2022 - 06.2025
Shore Excursion Agent
Princess Cruise Line — Global Operations
11.2015 - 09.2022
Bachelor of Science - Tourism Business Administration
Universidad Tecnologica De Santiago UTESA