Roxana Castillo
Manager
Pearland,TX
Summary
Outgoing Branch Supervisor with experience overseeing multiple tasks and managing employees successfully. Hardworking professional committed to providing outstanding customer service and assistance.
Overview
13
13
years of professional experience
Work History
Branch Manager
IAA, Inc.
03.2022 - 02.2025
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Interact with all levels of staff within IAA and are responsible for maintaining an engaged, safe and positive work environment.
Branch Supervisor
IAA, Inc.
Houston, Texas
03.2020 - Current
- Motivated, trained and disciplined employees to meet performance benchmarks.
- Assisted front-line staff with handling difficulties, resolving problems and managing large transactions.
- Maintained scheduling for branch to keep shifts appropriately staffed.
- Oversaw opening and closing of branch and monitored collections and stop payment orders.
- Delivered product and service quality and inspired team members to reach and maintain department goals and objectives.
- Assigned job roles and oversaw performance.
- Completed bi-weekly payroll for 9 employees.
- Interceded between employees during arguments and diffused tense situations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Customer Service Representative 3
IAA, Inc
Corpus Christi, TX
08.2014 - Current
- Provided primary customer support to internal and external customers in fast-paced environment
- Answered customer telephone calls promptly to avoid on-hold wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Dispatched during CATs in Houston flood (2016), Louisiana flood (2016), Virginia flood (2016), Hurricane Harvey (2017), Colorado Springs (2018)
- Traveled to train incoming dispatchers and CSRs
Customer Service Representative
Sparking City Auto Auction
Corpus Christi, TX
10.2011 - 04.2014
- Answered customer telephone calls promptly to avoid on-hold wait times
- Cash and credit card handling
- Processing Title work for customers
- Online marketing: promoting what was on sale each week including promotions and giveaways
- Dealer appreciation promotion: incentives to help boost numbers in sales
- Block clerk during auction days
Education
High School Diploma -
Calallen High School
Skills
- Sale expertise
- Money handling abilities
- Creative problem solving
- Quick learner
- Professional telephone demeanor
- Recordkeeping strengths
- Training development aptitude
- Good communication skills
- Staff education and training
- Route dispatch
- Processing title work for customers
- Relationship building
- Active listening
- Problem resolution
Personal Information
Title:
Contact
361-290-3779
castilloroxy@ymail.com
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridTimeline
Branch Manager
IAA, Inc.
03.2022 - 02.2025
Branch Supervisor
IAA, Inc.
03.2020 - Current
Customer Service Representative 3
IAA, Inc
08.2014 - Current
Customer Service Representative
Sparking City Auto Auction
10.2011 - 04.2014
High School Diploma -
Calallen High School
Similar Profiles
Roxana CastilloRoxana Castillo
Branch Supervisor at IAA, Inc.Branch Supervisor at IAA, Inc.
Layne SylvesterLayne Sylvester
Yard Attendant at IAAYard Attendant at IAA
Yougetta GajrajYougetta Gajraj
Title Specialist at Insurance Auto Auctions, IAATitle Specialist at Insurance Auto Auctions, IAA
April SpencerApril Spencer
At Home Mom at Self-employeedAt Home Mom at Self-employeed
Juwan DanielJuwan Daniel
Cook/Grill Staff at Dairy QueenCook/Grill Staff at Dairy Queen