San Juana Castillo
Mission,Tx
Summary
Dedicated and results-oriented professional with a proven track record of success in supervisory roles, now seeking to leverage expertise in team leadership and operational efficiency to excel in a Managerial position. Adept at cultivating high-performance teams through strategic delegation, mentorship, and motivational leadership. Proven ability to streamline processes, optimize workflows, and drive productivity while maintaining a focus on quality and client satisfaction. Possesses strong communication skills and a collaborative approach to problem-solving.
Overview
19
19
years of professional experience
Work History
Contact Center Supervisor
Senture LLC
03.2020 - Current
- Developed and executed contact strategies and improved end-to-end processes and client satisfaction ratings.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
- Demonstrated professional and polished demeanor with a positive, upbeat, and friendly personality and supported calling work during peak contact volume.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Directed, guided, coached, and mentored a team of 8-15 agents and surpassed individual and corporate goals.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
Rural route mail carrier
United States Postal Service
12.2018 - 03.2019
- Signed and received mail with signature requirements upon delivery and loading.
- Maintained energy and enthusiasm in a fast-paced environment
- Followed safety protocols and regulations while driving, upholding professional service reputation.
- Organized mail ahead of delivery runs for correct routing
- Distributed items on time and to correct locations for punctual, professional mail services.
- Communicated customer complaints, requests, and feedback to company management for swift resolution
Client care Rep
Maximus
05.2015 - 12.2018
- Update and Input client information into the state's database.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Interacted with team members across departments to research and resolve customer issues.
- Provided suggestions for process, application, or documentation improvement.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handled time, and productivity.
Technical Support Rep
Panasonic
03.2013 - 02.2015
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Senior Customer Service Rep.Atento
Compass Bank
09.2009 - 02.2013
- Learned and maintained an in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Engaged clients over the phone to answer questions and address complaints.
Car Sales Associate
Fiesta Chevrolet
05.2007 - 08.2009
- Closed sales by overcoming objections, asking for sales, negotiating prices, and completing purchase contracts,
- Negotiated purchase prices and explained sales, warranty, and optional products.
- Answered telephone and email inquiries from potential customers.
Private Home Care Provider
Prestige Home Care Services
01.2005 - 02.2007
- Transported clients for medical and personal outings.
- Provided direct personal care and administrative services to clients.
Education
High School Diploma -
Edinburg North High School
Edinburg, TX06.2004
Skills
- Leadership
- Communication
- Decision-making
- Adaptability
- Data Analysis
- Time Management
- Technical Proficiency
- Customer Service
- Problem-solving
- Team Collaboration
- Multitasking
- Conflict Resolution
- Data Entry
- Quality Assurance
- Strategic planning
- Strategic planning
Timeline
Contact Center Supervisor
Senture LLC
03.2020 - Current
Rural route mail carrier
United States Postal Service
12.2018 - 03.2019
Client care Rep
Maximus
05.2015 - 12.2018
Technical Support Rep
Panasonic
03.2013 - 02.2015
Senior Customer Service Rep.Atento
Compass Bank
09.2009 - 02.2013
Car Sales Associate
Fiesta Chevrolet
05.2007 - 08.2009
Private Home Care Provider
Prestige Home Care Services
01.2005 - 02.2007
High School Diploma -
Edinburg North High School
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