SUSAN CASTILLO
Tucson
Overview
4
4
years of professional experience
1
1
Certification
Work History
Residential Mentor
Tucson Residence Foundation
Tucson
01.2021 - 01.2023
- Provide active direct physical assistance, supervision, and behavioral support to individuals served by the agency.
- Assist, encourage, teach daily living skills.
- Serve as a positive role model for individuals enrolled in services.
- Use a computer to document the progress/status of individuals served and maintain files/records.
Residential Support Staff
Community Options
Tucson
01.2020 - 01.2022
- Drive individuals to medical appointments and activities in the community.
- Assist individuals with their daily living and independence skills/personal care.
- Ensure program documentation and billable records are completed accurately and timely.
Customer Service/Sales
VXI Global Solutions
Tucson
01.2019 - 12.2019
- Provide customer support by phone, consumer inquiries, services and resolves a percentage of those inquiries.
- Track and document inbound support requests and ensure proper notation of customer problems or issues.
- Troubleshoot customer problems, identifies the root cause of the problem, and use tools and resources appropriately to determine how to resolve issues.
- Meet standards of job, such as quality standards, adherence to schedule and average handle time.
Education
Associate Degree - Computer Technology
Rio Salado Community College
Tempe, AZ01.2015
Associate Degree - Organizational Mgt
Rio Salado Community College
Tempe, AZ01.2010
Skills
- Windows Operating System
- Proficient Microsoft Office
- Typing 45 words per minute
- Data Entry
- Account Maintenance
- Collections
- Problem Solving
- Inbound Phone Calls
- Process Account Changes
- Accurate Documentation
- Troubleshoot Issues
- Ask Probing Questions
- Answer Billing Inquiries
- Handle Call Escalations
- Behavioral support
- Daily living skills
- Data documentation
- Record management
- Client transportation
- Crisis intervention
- Program compliance
- Conflict resolution
- Customer relations
- Effective communication
- Problem solving
- Team collaboration
- Positive reinforcement
- Boundary setting
- Assertiveness
- Schedule management
- Needs assessment
- Written communication
Certification
- Organizational Leadership, MCCC, 01/01/10
- Computer Usage and Applications, MCCC, 01/01/15
- Advanced Computer Usage and Applications, MCCC, 01/01/19
- The National Excellence in Leadership Award, National Society of Leadership & Success, 01/01/15
- Level One Fingerprint Clearance Card, State of Arizona Public Safety, 01/01/18
- CPR/First Aid, AZ Certification Card, HSI, 01/01/22
Timeline
Residential Mentor
Tucson Residence Foundation
01.2021 - 01.2023
Residential Support Staff
Community Options
01.2020 - 01.2022
Customer Service/Sales
VXI Global Solutions
01.2019 - 12.2019
Associate Degree - Computer Technology
Rio Salado Community College
Associate Degree - Organizational Mgt
Rio Salado Community College