STEVEN CASTILLO
Lubbock,TX
Summary
Bilingual (English/Spanish) Customer Service Consultant with 5+ years of experience delivering high-volume, compliance-driven support in financial services, healthcare, insurance, education, and government sectors. Proven ability to resolve 10–25 customer inquiries daily with a 98% first-contact resolution rate while maintaining data accuracy, regulatory compliance, and service-level agreements (SLAs). Experienced in CRM systems, omnichannel support (phone, email, chat), case management, and process optimization. Holds an MS in Personal Financial Planning and currently pursuing an MA in Behavioral Economics, applying analytical insight and empathy-driven communication to enhance customer experience (CX), retention, and operational efficiency.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Kelly Services
06.2025 - 03.2026
- Delivered bilingual customer support to 10–25 clients daily across financial services, healthcare, insurance, and government sectors, ensuring adherence to compliance standards and service-level agreements (SLAs).
- Achieved 98% first-contact resolution rate by utilizing CRM systems, knowledge bases, and structured case documentation.
- Interpreted complex financial and medical terminology for Limited English Proficiency (LEP) clients, reducing miscommunication incidents by 40%.
- Documented interactions in ticketing systems to maintain data integrity and audit-ready compliance records.
- Developed standardized terminology glossaries that improved response accuracy and reduced escalation rates by 30%.
- Collaborated cross-functionally with internal teams to streamline workflows and improve customer satisfaction (CSAT) metrics.
Financial Operations Assistant
Pontifical Catholic University of Puerto Rico
06.2018 - 02.2019
- Processed 500+ monthly financial transactions, performing reconciliation and discrepancy resolution to maintain 99% ledger accuracy.
- Ensured compliance with institutional financial policies and documentation standards.
- Prepared procurement documentation including invoices and purchase orders, reducing processing delays by 25%.
- Responded to 50+ weekly financial policy inquiries from students and faculty, improving clarity and adherence to procedures.
Financial Services Assistant
Pontifical Catholic University of Puerto Rico
01.2018 - 05.2018
- Provided one-on-one loan repayment counseling to 100+ at-risk borrowers via phone and email, reducing default rates by 20%.
- Educated clients on credit risk, repayment options, and federal loan compliance requirements.
- Maintained accurate loan documentation and ensured regulatory compliance in servicing interactions.
- Developed financial literacy educational materials to support borrower retention and customer satisfaction.
Administrative Support Assistant
Pontifical Catholic University of Puerto Rico
02.2016 - 06.2017
- Managed high-volume front-desk operations serving 200+ daily users through Library Management System (LMS).
- Maintained 100% inventory accuracy through structured tracking and documentation protocols.
- Performed data entry and account management while adhering to institutional policies and data privacy standards.
- Resolved customer inquiries and reduced wait times by 15% through improved workflow coordination.
Education
Master of Arts - Behavioral Economics
The Chicago School of Professional Psychology
Los Angeles12-2027
Master of Science - Personal Financial Planning
Texas Tech University
05-2023
Bachelor of Arts - Public Administration and Labor Relations
Pontifical Catholic University of Puerto Rico
05-2020
Skills
- Customer Experience (CX) Strategy
- Client Relationship Management (CRM) Systems
- Omnichannel Support (Phone, Email, Chat, Virtual Platforms)
- First-Contact Resolution (FCR) Optimization
- Service-Level Agreements (SLAs) & KPI Tracking
- Bilingual Communication (English/Spanish)
- Conflict Resolution & De-escalation
- Regulatory Compliance (HIPAA, Financial Regulations)
- Data Entry & Data Integrity
- Case Management & Ticketing Systems
- Process Improvement & Workflow Optimization
- Financial Services Support & Transaction Reconciliation
- Quality Assurance (QA) & Documentation Standards
- Cross-Functional Collaboration
Certification
- CFP Certification – Education Requirement Completed (Exam Pending)
- Series 66 Candidate (Planned)
- Active Member: Phi Upsilon Omicron (Phi U)
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Customer Support Specialist
Kelly Services
06.2025 - 03.2026
Financial Operations Assistant
Pontifical Catholic University of Puerto Rico
06.2018 - 02.2019
Financial Services Assistant
Pontifical Catholic University of Puerto Rico
01.2018 - 05.2018
Administrative Support Assistant
Pontifical Catholic University of Puerto Rico
02.2016 - 06.2017
Master of Science - Personal Financial Planning
Texas Tech University
Bachelor of Arts - Public Administration and Labor Relations
Pontifical Catholic University of Puerto Rico
Master of Arts - Behavioral Economics
The Chicago School of Professional Psychology