Pedro P. Castillo
San Bruno,CA
Summary
Dynamic Product Support Specialist with a proven track record at Logitech, enhancing customer satisfaction and streamlining support operations. Expert in inventory control and systematic problem-solving, with a knack for interdepartmental coordination and leveraging CRM systems like Zendesk. Achieved a net promoter score over 40 through exceptional customer engagement and technical expertise.
Overview
18
18
years of professional experience
Work History
Customer Service Operations Specialist
Stanford University/SMM Facilities
Redwood City, CA
05.2023 - Current
- Greet customers, answer general questions, and direct to appropriate locations
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Use strong interpersonal communication skills to convey information to others
- Manage all emails and calls, ensure proper direction, and serve as a reliable and knowledgeable resource to answer any campus inquiry and always provide professional assistance
- Provide detailed information on the exact location of each department or office on campus and deliver exceptional service by offering the best solutions to meet customer needs
- Ensure adherence to security by following procedures, monitoring systems, issuing and tracking visitors' badges
- Share information regarding campus guidelines for issues related to general questions, health, safety, and service request concerns
- Assist the events team with many events, from small meetings to award ceremonies
- Helping set up and dismantle events efficiently through to completion, Ad-hoc duties at events including, but not limited to, guest list management, showing guests meeting rooms
- Provide visitors with identification badges when necessary and strictly adhere to the security protocols on campus
Senior Technical Support Specialist
Nexkey
San Mateo, CA
07.2021 - 07.2022
- Provided excellent technical support via phone/email, handled escalated cases, and detailed troubleshooting
- Additionally, with my extensive product knowledge, I provided training/onboarding sessions for our new customers
- Exceeded quantitative metrics on customer satisfaction, customer retention, and inquiry volume
- Resolved service and technical problems for customers by asking clear and specific questions
- Actively maintained and updated customer accounts in Zendesk/HubSpot
- Quickly triaged incoming calls and escalated calls when necessary, reducing the average time to resolution by 19%
- Actively worked to display a courteous and empathetic attitude to customers, resulting in a net promoter score over 40
Product Support Specialist 1
Crowdstaffing@Google
Mountain View, CA
12.2019 - 02.2021
- Oversaw integrations of external partners' products
- Organized partner education efforts and followed up with continued support and troubleshooting
- I communicated with partners via email and meetings
- Leveraged product knowledge to identify solutions to complex inquiries
- Cooperated with Engineering and Product teams to elevate client service and facilitate efficient integration
- Targeted opportunities for process improvement by instituting metrics for partner onboarding and support volumes
Customer Experience Tier 3 Advocate
Neato Robotics
Newark, CA
06.2017 - 08.2019
- Oversaw and maintained the stock of robots and their accessories to ensure that customer Return Merchandise Authorizations (RMAs) were handled efficiently and consistently
- Inventory tracking: Accurately recording the quantity and condition of robots and accessories in stock ensures always enough inventory to meet customer needs
- Process Improvement: Continuously looked for ways to improve the inventory management process to reduce RMAs and enhance overall customer satisfaction
- Coordination with Teams: Worked closely with other departments, such as logistics, customer service, and engineering, to ensure that the inventory management process was smooth and efficient
- This includes communicating any inventory shortages or issues that may impact customer satisfaction
Worldwide Product Escalation and Safety Specialist
Logitech
Newark, CA
01.2014 - 06.2017
- Managed operations, QA, and safety escalations
- Routed information to appropriate teams; followed cases to assess progress
- Advised call centers on managing issues and escalations, in consultation with the Product Integration Specialist team
- Analyzed issues to uncover root causes; apprised teams to facilitate future operations
- Researched and verified product concerns and defects and developed responses to address issues
- Provided critical support by updating the safety tracker and flagging concerns needing further analysis
- Communicated with the safety committee and other stakeholders in regular meetings to investigate escalations
- Contributed to ongoing quality and training activities
- Adapted responses to escalations by reviewing reporting metrics and identifying product issues
- Resolved customer issues that the call center could not address (Hardware and software)
Product Support Specialist for Video (Webcams and Security Cameras), Control Devices, and Gaming Products
Logitech
Newark, CA
12.2006 - 01.2014
- Targeted customer needs for new product launches and coordinated support plans
- Advised call centers on initiating support programs and ensured readiness to assist clients
- Assessed quality of support web content
- Leveraged adult-learning concepts to inform support materials and facilitated knowledge exchange, in collaboration with training managers and technical leads
- Ran tests of pre-released hardware and new software to streamline client support efforts, in partnership with QA teams
- Served as Brand Ambassador and Technical Support Specialist, reviewing customer posts and delivering responses
- Administered product setup, booth infrastructure, and technical requirements for events and tradeshows
- Increased efficiency by drafting canned responses and standard text content in RightNow and Salesforce
- Created product training materials for worldwide call center operations
Education
Associate's Degree - Management Information Systems
American River College
Sacramento, CACertificate - Microsoft Operating Systems
Canada College
Redwood City, CASkills
- Inventory Control
- Support Issues
- Systematic Problem Solving
- Solutions
- Customer Engagement Expertise
- Product Launches
- Product Escalation Support
- Expertise in ticketing systems
- On-call Expert
- Interdepartmental Coordination
- Consumer Voice Integration
- Operating Systems: Windows
- Mac OS
- IOS
- Android
- Communication & Collaboration: Microsoft Teams
- Zoom
- Google Meets
- Software: Jira
- CRM Systems
- NetSuite
- Zendesk
Websites
Timeline
Customer Service Operations Specialist
Stanford University/SMM Facilities
05.2023 - Current
Senior Technical Support Specialist
Nexkey
07.2021 - 07.2022
Product Support Specialist 1
Crowdstaffing@Google
12.2019 - 02.2021
Customer Experience Tier 3 Advocate
Neato Robotics
06.2017 - 08.2019
Worldwide Product Escalation and Safety Specialist
Logitech
01.2014 - 06.2017
Product Support Specialist for Video (Webcams and Security Cameras), Control Devices, and Gaming Products
Logitech
12.2006 - 01.2014
Associate's Degree - Management Information Systems
American River College
Certificate - Microsoft Operating Systems
Canada College
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