Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Shealin Castro

Sherman

Summary

Dynamic Remote Customer Support Specialist with a proven track record at Sitel Group, achieving a 95% customer satisfaction score. Skilled in ticket documentation and problem-solving, I excel in fast-paced environments, leveraging excellent communication and time management to enhance customer experiences and drive sales success.

Overview

13
13
years of professional experience

Work History

Remote Customer Support Specialist

Sitel Group | Remote
Sherman
03.2021 - Current
  • Delivered phone and chat support for a national retail client, assisting customers with orders, returns, billing inquiries, and account troubleshooting.
  • Handled customer concerns promptly, maintaining an average of over 50 cases per day and achieving a 95% customer satisfaction score.
  • Used Zendesk and internal CRM systems to log interactions and follow up on unresolved issues.
  • Followed strict call scripts, company procedures, and data privacy policies.

Remote Sales Support Agent

Alorica at Home | Remote
Bossier City
06.2018 - 02.2021
  • Handled inbound and outbound calls for a telecommunications client, providing product information and assisting customers through the purchase process.
  • Upsold additional services and features, helping exceed monthly sales goals by 20%.
  • Maintained detailed customer profiles using in-house CRM tools.
  • Participated in virtual team meetings, coaching sessions, and quality assurance evaluations.

Remote Data Entry Clerk

ModSquad | Remote
Baton Rouge
01.2016 - 05.2018
  • Performed high-volume data entry, including customer account updates, product data validation, and report generation.
  • Reviewed incoming data for accuracy and formatting issues before uploading to client databases.
  • Worked within deadlines to complete bulk uploads and generate performance reports for managers.
  • Communicated with remote teams through Slack and Trello to coordinate workflow.

Bartender

Texas Roadhouse
Bossier Ci
05.2012 - 05.2016
  • Provided fast, friendly service in a high-volume sports bar, preparing drinks, managing tabs, and handling cash/credit transactions.
  • Maintained a clean, safe bar environment while offering exceptional customer service to patrons.
  • Built regular clientele and helped train new staff on POS systems and drink recipes.

Education

High School Diploma -

Airline High School
Bossier
05-2012

Skills

  • Ticket documentation
  • Customer service
  • Data entry
  • Time management
  • Team collaboration
  • Sales support
  • Ticket management
  • Problem-solving abilities
  • Excellent communication
  • Soft Skills: Patience, active listening, attention to detail, time management, remote independence

Affiliations

Outside of work, I enjoy activities that help me stay focused, organized, and connected—all of which support my strengths as a remote worker. I’m passionate about personal development and often listen to podcasts or read articles about productivity, communication, and time management. I also enjoy working on small home organization projects, which helps keep my environment distraction-free and conducive to focused work.

I’m an avid tech user and enjoy exploring new apps and tools that make daily tasks more efficient, from calendar planners to project management software. In my free time, I like playing puzzle and logic-based games, which sharpen my attention to detail and problem-solving abilities.

Lastly, I value connection and community, even in virtual spaces—I often participate in online groups and forums where I can share advice or tips and learn from others. This love for communication and collaboration directly supports my ability to thrive in team-based, remote customer service roles.

Timeline

Remote Customer Support Specialist

Sitel Group | Remote
03.2021 - Current

Remote Sales Support Agent

Alorica at Home | Remote
06.2018 - 02.2021

Remote Data Entry Clerk

ModSquad | Remote
01.2016 - 05.2018

Bartender

Texas Roadhouse
05.2012 - 05.2016

High School Diploma -

Airline High School

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