Summary
Overview
Work History
Education
Skills
Timeline
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Nellie Castillo

805 Ramble Ln B,TX

Summary

Proven to excel in fast-paced environments, I leveraged my computer skills and customer service expertise at Caliber Collision to significantly enhance client satisfaction and exceed sales targets. Adept at vehicle assessment and possessing a strong work ethic, my collaborative approach and goal-oriented mindset consistently drove team success and operational efficiency. Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service.

Overview

9
9
years of professional experience

Work History

Service Advisor

Caliber Collision
02.2023 - Current
  • Walk around vehicle with customer to assess damages needing repairs.
  • Map damage and take photos prior to writing estimate and sending to the insurance company.
  • Order parts needed and monitor ETA's and unavailable parts.
  • Educate customers on repairs required to get vehicle back to pre accident condition
  • Maintain high customer satisfaction standards to meet or exceed targets.
  • Manage multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
  • Consistently met or exceeded monthly sales targets
  • Conduct thorough vehicle inspections to identify needed repairs
  • Deliver vehicle to guest.
  • Coordinated effectively with technicians and management staff, ensuring seamless communication throughout the entire service process.

Office Manager

Caliber Collision
01.2022 - 02.2023
  • Assisted with providing the front office teammates with the necessary tools, training and information to effectively perform their job.
  • Provided accurate and timely payroll and HR related administration and record keeping for all associates
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.

Customer Service Representative

Caliber Collision
11.2019 - 01.2022
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Scheduled customers for estimates and repairs

Lead Cashier

Ulta
04.2019 - 12.2020
  • Maintained a balanced cash drawer with diligent attention to detail and accurate counting practices.
  • Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
  • Assisted customers by answering questions and fulfilling requests.
  • Processed both cash and card purchases and returns.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Resolved customer complaints empathetically yet professionally, salvaging potentially negative experiences into positive ones.
  • Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
  • Oversaw the cleanliness and organization of the front-end area, creating a welcoming atmosphere for customers.
  • Assisted customers with finding products and answering questions, resulting in an enjoyable shopping experience.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Promoted store specials and upsold items at the register, increasing average transaction value per customer visit.
  • Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.

Jewelry Sales Associate

JCPenney
01.2018 - 04.2019
  • Educated customers about proper care and maintenance practices for their jewelry purchases, ensuring long-lasting satisfaction.
  • Boosted jewelry sales by providing excellent customer service and personalized product recommendations.
  • Assisted clients in making informed decisions on high-value purchases by sharing expert knowledge of gemstones, metals, and designs.
  • Maintained a visually appealing and organized store, contributing to a welcoming shopping environment.
  • Displayed merchandise by arranging in appealing ways to boost sales.
  • Minimized loss due to theft or damage by implementing strict security measures throughout the showroom floor area.
  • Fostered a positive work atmosphere by collaborating effectively with colleagues, contributing towards overall team success rates in meeting sales objectives.
  • Greeted customers, helped locate merchandise, and suggested suitable options.
  • Enhanced store reputation through effective communication and relationship-building with clients.
  • Increased sales through personalized customer interaction and understanding their specific jewelry preferences.

Office Administrator

Caliber Collision
06.2017 - 12.2017
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained electronic and paper filing systems for easy retrieval of information.
  • Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
  • Tracked office supplies and restocked low items to keep team members on-task and productive.
  • Scheduled customers for estimates and repairs
  • Contributed to a positive work environment by fostering strong working relationships among colleagues.
  • Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.
  • Demonstrated exceptional multitasking abilities while juggling diverse responsibilities, including reception duties and ad-hoc administrative tasks.
  • Reconciled account files and produced monthly reports.
  • Assisted in preparation and processing of payroll to facilitate prompt staff payments.
  • Expedited invoice processing by accurately reviewing vendor submissions, reconciling accounts payable discrepancies, and conducting timely payments.
  • Supported onboarding process for new hires, facilitating smooth transition into team.
  • Enhanced customer service by developing feedback system that addressed client concerns promptly.

Beauty Advisor

Sephora Inside JCPenney
10.2016 - 12.2017
  • Educated customers on proper product usage techniques, fostering confidence in their ability to replicate results at home.
  • Maintained an organized and visually appealing product display, resulting in increased customer interest and engagement.
  • Processed payments, entering sales in register for prompt customer service.
  • Increased sales revenue by effectively upselling and cross-selling beauty items based on client needs.
  • Assisted clients in selecting appropriate skincare routines, resulting in improved skin health and overall satisfaction.
  • Collaborated with team members to achieve monthly sales targets and ensure smooth store operations.
  • Kept up-to-date with industry trends, allowing for knowledgeable recommendations of current best-sellers and emerging products.
  • Maintained counter and display areas for cleanliness and organization.
  • Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
  • Strengthened brand loyalty through exceptional customer service and attentiveness to individual preferences.
  • Expanded clientele base by building strong relationships with customers through attentive listening and genuine care for their concerns.
  • Provided expert makeup application services for special events, ensuring client satisfaction through tailored looks that highlighted natural features.
  • Conducted regular cleaning duties to maintain a hygienic workspace compliant with industry standards.

Claims Customer Service Representative

Progressive
11.2015 - 04.2017
  • Reduced errors in claim submissions by providing clear guidance to policyholders on required documentation and information needed for processing.
  • Ensured accurate documentation and record-keeping, adhering to company policies and industry regulations.
  • Enhanced customer satisfaction by efficiently resolving claims and addressing policyholder concerns.
  • Streamlined claims processing for quicker resolutions, utilizing thorough investigation techniques and attention to detail.
  • Developed strong relationships with clients, fostering trust and loyalty through exceptional customer service.
  • Promoted a positive work environment by actively participating in team meetings, sharing best practices, and offering constructive feedback to peers.
  • Assisted customers with filing auto claims

Education

High School Diploma -

Crockett High School
Austin, TX
06.2003

Skills

  • Customer Service
  • Computer Skills
  • Multitasking and Organization
  • Vehicle assessment
  • Strong Work Ethic
  • Listening Skills
  • Attention to Detail
  • Excellent Communication
  • Team player mentality
  • Goal-oriented mindset
  • Call Center Operations

Timeline

Service Advisor

Caliber Collision
02.2023 - Current

Office Manager

Caliber Collision
01.2022 - 02.2023

Customer Service Representative

Caliber Collision
11.2019 - 01.2022

Lead Cashier

Ulta
04.2019 - 12.2020

Jewelry Sales Associate

JCPenney
01.2018 - 04.2019

Office Administrator

Caliber Collision
06.2017 - 12.2017

Beauty Advisor

Sephora Inside JCPenney
10.2016 - 12.2017

Claims Customer Service Representative

Progressive
11.2015 - 04.2017

High School Diploma -

Crockett High School

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Nellie Castillo