TELESIA CASTILOW
Houston,TX
Summary
Detail-oriented and results-driven professional with 6+ years of experience managing high-volume pipelines, conducting screenings, and guiding individuals through full-cycle processes from intake to resolution. Skilled in utilizing CRM and ATS platforms (Workday, Salesforce, PeopleSoft) to track workflows, maintain accurate records, and improve efficiency. Proven ability to deliver exceptional candidate experiences, build strong relationships, and collaborate across teams in fast-paced environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Client Success & Intake Specialist
Molina HealthCare
Houston, TX
12.2024 - Current
- Manage a high-volume pipeline of 100+ individuals weekly, conducting eligibility screenings and guiding them through full-cycle processes from intake to resolution
- Maintain accurate records and track progress using internal systems comparable to ATS platforms, ensuring 100% data integrity
- Improved retention outcomes by 98.8% by proactively engaging individuals and ensuring timely completion of required documentation
- Deliver exceptional client experience through clear communication, reducing escalations and improving satisfaction
- Collaborate cross-functionally to streamline workflows, reduce delays, and improve processing efficiency
- Identify process gaps and implement solutions to enhance workflow efficiency and turnaround times
- Manage multiple concurrent cases in a fast-paced environment while maintaining accuracy and compliance
Client Operations & Coordination Specialist
US Med Equipment
Houston, TX
06.2018 - 05.2024
- Managed end-to-end processes from order initiation to completion, mirroring full-cycle coordination workflows
- Utilized CRM systems to track interactions, maintain records, and ensure timely follow-ups
- Maintained a 97.5% CSAT score by delivering solution-focused communication and support
- Improved team productivity by 25% by implementing self-service support solutions
- Coordinated with vendors and internal teams to resolve issues and ensure timely delivery
- Researched and identified solutions using digital tools and databases, supporting sourcing and coordination efforts
- Strengthened vendor and stakeholder relationships through proactive communication and issue resolution
Front Desk Scheduler
Massage Heights
Message Heights, TX
10.2017 - 03.2020
- Trained and supported new and struggling agents, earning the Golden Agent Award 5 times for leadership and willingness to assist teammates.
- Prioritized competing scheduling demands by coordinating appointments across multiple stakeholders, ensuring seamless operations and minimizing disruptions, scheduling an average of 30 appointments weekly.
- Improved scheduling accuracy by proactively monitoring availability, adjusting appointments as needed, and reducing appointment conflicts by 100%, leading to more efficient resource allocation.
- Assisted customers with account inquiries, billing issues, and product orders via phone and email, ensuring quick resolutions that enhanced overall customer satisfaction.
- Ensured a seamless customer experience by identifying needs early and offering tailored solutions, leading to increased customer retention.
- Managed high volumes of customer interactions per shift, balancing routine requests with complex issues while maintaining service quality.
- Strengthened communication between internal teams and external clients by providing clear, proactive updates that streamlined workflows.
- Resolved complex scheduling conflicts and customer concerns by analyzing patterns, identifying recurring issues, and implementing solutions that improved appointment efficiency.
- (Remote)
Senior Customer Support Representative
Memorial Hermann
Houston, TX
10.2015 - 06.2018
- Managed 100+ daily interactions across phone, email, and chat in a high-volume environment
- Resolved 98.9% of escalated issues independently, maintaining high satisfaction rates
- Documented all interactions in CRM systems, ensuring accurate tracking and smooth handoffs
- Trained new hires on systems and processes, supporting onboarding and team development
- Identified recurring issues and contributed to process improvements that reduced repeat inquiries
Education
Certification - Data Analytics Certificate
University of Houston-Downtown
Houston, TX, USSkills
- Candidate Pipeline Management
- Screening & Intake Coordination
- ATS/CRM Systems (Workday, Salesforce, PeopleSoft, HubSpot)
- High-Volume Workflow Management
- Process Improvement & Data Accuracy
- Stakeholder Collaboration
- Candidate Experience Optimization
- Communication & Relationship Building
Certification
- HIPAA Compliance Certification
- Healthcare Customer Service Certificate
- HubSpot Academy Certifications
Timeline
Client Success & Intake Specialist
Molina HealthCare
12.2024 - Current
Client Operations & Coordination Specialist
US Med Equipment
06.2018 - 05.2024
Front Desk Scheduler
Massage Heights
10.2017 - 03.2020
Senior Customer Support Representative
Memorial Hermann
10.2015 - 06.2018
Certification - Data Analytics Certificate
University of Houston-Downtown
WEBSITE, PORTFOLIO AND PROFILES
http://linkedin.com/in/telesia-castilow-922334306