Miguel Castro
Salt Lake City,UT
Summary
Experienced Customer Experience (CX) Manager with a proven track record in developing strategies to optimize customer satisfaction while managing cross-functional teams, and implementing process improvements across multiple channels. Exceptional in interpersonal communication and problem-solving, focused on enhancing the customer journey to drive business success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
Primary Diagnostics
08.2020 - 08.2023
- Oversaw daily CX team operations, including hiring, training, project development and execution, User Experience Research (UXR) and quality control.
- Acted as SME for CX systems like, Kustomer, Ujet, TalkDesk, Looker, SmartSheet, Zendesk, and ServiceNow.
- Developed and implemented key programs, administering 13.6M Covid tests, 1.5M vaccinations, and resolving 15,000+ quarantine cases across 10,000+ sites nationwide.
- Leveraged Business Intelligence Dashboarding to optimize CX systems to reduce response times by 40%.
Qualified Interpreter and Translator
Self-Employed
03.2014 - 04.2021
- Translated, reviewed, edited and proofread documents from English and Spanish.
- Applied cultural understanding to discern specific meanings beyond literal written words.
- Interpreted conversations consecutively and simultaneously to help both parties in medical, legal, educational, financial, and Department of Homeland Security (DHS) settings.
- Oversaw Linguistic Services for various events.
Education
Associate of Arts - Business
Clackamas Community College
Clackamas, OR06.2014
Skills
- Operating Procedures and Policies
- Customer Implementation Support
- User Experience Research (UXR)
- Cross-Functional Collaboration
- Training Programs
- Team Recruiting and Onboarding
- Process Optimization and Implementation
- Multi-Channel Management
Certification
- OHCIA Medical Interpreter Training - August 2014
Timeline
Customer Experience Manager
Primary Diagnostics
08.2020 - 08.2023
Qualified Interpreter and Translator
Self-Employed
03.2014 - 04.2021
Associate of Arts - Business
Clackamas Community College
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