Regan Castor
Fort Mitchell
Summary
Detail-oriented Customer Service Representative skilled in technical support and issue resolution. Experienced in enhancing customer satisfaction through effective problem-solving and relationship management. Proven ability to manage high call volumes while maintaining strong relationships with customers. Proficient with CRM systems, active listening, and multitasking to drive positive outcomes.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
William Sonoma
Shafter
09.2024 - 04.2025
- Managed customer inquiries through phone, email, and live chat channels.
- Addressed customer inquiries about order deliveries and scheduled deliveries, facilitating timely updates with delivery hubs.
- Assisted customers with product selection and order placement effectively.
- Processed order cancellations upon request and supplied product support information for brand website items, ensuring customer satisfaction.
- Resolved customer complaints using problem-solving techniques and empathy.
Customer service Representative
LOAN CARE SERVICE
Jacksonville
10.2020 - 01.2022
- Resolved customer inquiries regarding mortgage payments, ensuring clarity and effective resolution of concerns.
- Facilitated customer understanding of escrow, tax, and insurance matters related to loans, ensuring compliance.
- Assisted clients with payment processing and online account management, improving overall customer experience.
Senior Advisor
Kelly Services
Troy
09.2018 - 09.2020
- Addressed and resolved customer complaints with a focus on service excellence, ensuring a positive customer experience.
- Delivered technical support for Apple products, resolving customer device issues through troubleshooting and diagnostic techniques to enhance customer satisfaction.
- Provided guidance to new agents on handling challenging customer calls. with support on difficult calls or took over calls.
- Maintained and updated customer records and accounts, ensuring accuracy and attention to detail to support operational efficiency.
Customer Service Representative
Afni
Opelika
05.2018 - 08.2018
- Handled customer inquiries regarding phone service, processed payments, provided tech support, set up new lines, and resolved complaints, ensuring customer satisfaction and accurate record management.
- Resolved customer complaints effectively and efficiently to ensure satisfaction.
- Delivered product and service information and processed orders while maintaining a strong commitment to service excellence.
- Assisted customers with product inquiries and order status updates.
- Processed returns and exchanges according to company policies and procedures.
Customer Service Representative
TTECH
Edgewood
11.2015 - 05.2018
- Resolved customer inquiries regarding online order status through effective communication via email and phone, enhancing customer satisfaction.
- Processed orders and clarified product and service details to support informed customer decision-making.
- Updated and maintained customer records and database information, ensuring accuracy to support company operations.
Inventory Control Quality Assurance (ICQA) Associate
Amazon Fulfillment Center
Columbia
10.2013 - 06.2015
- Executed quality assurance checks and entered product information into the database, reinforcing data integrity and consistency.
- Verified inventory and records to establish proper disposition of products, enhancing operational efficiency.
- Maintained accurate inventory levels by adhering to safety regulations and company guidelines, which ensured product integrity and compliance with standards.
Sales Associate/Plan O Gram Team
Academy Sports & Outdoor
Columbia
08.2012 - 09.2013
- Assisted customers with product selection and provided expert advice on equipment.
- Engaged with patrons to provide tailored product guidance, enhancing their purchasing experience.
- Managed product displays and processed transactions, ensuring a well-organized sales floor and effective inventory control.
- Managed inventory levels and restocked merchandise to meet customer demand.
- Maintained a clean and organized sales floor to enhance the shopping experience.
Merchandiser
Hallmark Cards
Columbia
04.2008 - 06.2012
- Executed merchandise presentation standards by stocking, setting up, cleaning, and organizing product displays for customer engagement.
- Managed inventory levels to ensure optimal supply of greeting cards and specialty items aligned with customer demand.
- Collaborated with store management and staff to develop strategies that enhanced sales and supported marketing initiatives.
Education
Associate of Science - Medical Administrative Billing & Coding
Keiser University
Fort Mitchell, ALSkills
- Customer support
- Customer issue resolution
- Customer relationship management
- Order management
- Order processing
- Transaction processing
- Records management
Timeline
Customer Service Representative
William Sonoma
09.2024 - 04.2025
Customer service Representative
LOAN CARE SERVICE
10.2020 - 01.2022
Senior Advisor
Kelly Services
09.2018 - 09.2020
Customer Service Representative
Afni
05.2018 - 08.2018
Customer Service Representative
TTECH
11.2015 - 05.2018
Inventory Control Quality Assurance (ICQA) Associate
Amazon Fulfillment Center
10.2013 - 06.2015
Sales Associate/Plan O Gram Team
Academy Sports & Outdoor
08.2012 - 09.2013
Merchandiser
Hallmark Cards
04.2008 - 06.2012
Associate of Science - Medical Administrative Billing & Coding
Keiser University