Hi, I’m
Tisha Castro
Vancouver,USA
Summary
I AM Customer Service with a passion! I thrive to exceed expectations from my customers and colleagues. There is no task unattainable! I appreciate any challenge and I execute with excellence. I am eager to learn and retain new knowledge that will assist me to thrive in any business and environment.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
23
years of professional experience
1
Certification
Work History
TEKsystems
Customer Service Representative
10.2023 - Current
Job overview
- 1. Call center environment
- 2. Troubleshooting of Bowflex/Schwinn/Horizon fitness equipment.
- 3. Answering questions and concerns within a timely manner
- 4. Tracking orders using FedEx Portals
- 5. Customer service and de-escalation tactics
- 6. Ticket systems leverage Service Level Agreements (SLAs) to define and track the expected quality, performance, and responsiveness of support, ensuring timely issue resolution and customer satisfaction.
- 7. FedEx Portals
- 8. OLR access and knowledge
- 9. CRM access and knowledge
- 10. SAP capabilities
- 11. Zendesk ticket systems
- 12. E-commerce
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Horizon Payments
Appointment Scheduler
07.2023 - 10.2023
Job overview
- Schedule appointments for sales reps cold calling businesses. Working with Five9 phone software. Dialing approximately 300-400 businesses daily.
Quality Inn and Suites
Front Desk Agent
07.2022 - 12.2022
Job overview
- 1. Greet guests with a smile.
- 2. Check in and check out guests with urgency.
- 3. Identify, Listen, Empathize, Acknowledge, and Deliver solutions to guests concerns and complaints.
- 4. Cash handling and POS.
- 5. Audit nightly paperwork.
- 6. Assist in cleaning rooms to standard.
- 7. Adhere to protocol of the hotel as well as safety and security for the guests.
- 8. Assist in breakfast room.
- 9. Schedule housekeeping.
- 10. Maintaining the front desk.
Green Valley Grocery
Customer Service Agent
01.2022 - 06.2022
Job overview
- Customer service, cash handling, daily store cleaning and arranging, graveyard shift, store freight product placements, facing and filling, signage, gas price changes.
Comfort Inn by Choice Hotels
Front Desk Agent
04.2018 - 12.2021
Job overview
- 1. Greet guests with a smile.
- 2. Check in and check out guests with urgency.
- 3. Identify, Listen, Empathize, Acknowledge, and Deliver solutions to guests concerns and complaints.
- 4. Cash handling and POS.
- 5. Audit nightly paperwork.
- 6. Assist in cleaning rooms to standard.
- 7. Adhere to protocol of the hotel as well as safety and security for the guests.
- 8. Assist in breakfast room. Schedule housekeeping.
- 9. Schedule housekeeping.
- 10. Maintaining the front desk.
Holiday Inn Express
Front Desk/ Night Audit
03.2017 - 04.2018
Job overview
- 1. Greet guests with a smile.
- 2. Check in and check out guests with urgency.
- 3. Listen to guests concerns and wants. Deliver a solution to guests.
- 4. Cash handling.
- 5. Adhere to protocol of the hotel as well as safety and security for the guests.
- 6. Assist in breakfast room. Schedule housekeeping.
- 7. Processing nightly dollars and recap. Collectively gathering End of Day paperwork and procedures.
OPTUM SERVICES INC/CATAMARAN INC
Member Service Representative
09.2014 - 05.2016
Job overview
- 1. Answering phones in a quick and professional manner.
- 2. Knowledge of pharmacy benefits for Commercial and Medicare members. Proficiency in DOS systems, Navigator Systems, and mail order systems.
- 3. Fax doctor's office Prior Authorization forms. Provide accuracy information to member's by researching the Online Manual. Loaded Overrides for pharmacies. Advise members and pharmacies of Prior Auth process and results, medication filling times, covered medications, and their overall benefits per prescribed medications.
- 4. Provided disclaimers to members, pharmacies, and doctor's after trial test claims.
- 5. Maintained Average Handle Time (AHT), Adherence, After Call Work (ACW), and accuracy within the company expectations. 48 WPM accuracy.
Justice For Girls
Lead Brand Rep
06.2013 - 07.2014
Job overview
- 1. Open/Close store. Customer Service provider with a smile. Leading store associates in directions of sales, customer service, and personal shopper for young girls age 4-17.
- 2. Worked on Floor sets, processing clothing, and store office procedures.
- 3. Setting the pace for the work day providing associates with their breaks and their area of customer service for the store. Knowledge of the products and the trending brands for young girls age 4-17.
- 4. Knowledge of computer systems, register systems, money handling, and returns and exchanges.
- 5. Merchandise fixtures and mannequins with the clothing as well and changing signage for the entire store.
- 6. Provided Excellent Customer Service in a fast paced environment meeting sales goals and district rankings.
Walgreens
Senior Beauty Advisor
07.2008 - 03.2012
Job overview
- 1. Customer Service provider.
- 2. Overlooked the cosmetic department providing sales, education, and location of the cosmetic products sold in the store.
- 3. In charge of the Floor Reset for the cosmetic department completing within a timely manner. Supervising the cosmetic associates in directions for sales and education after training courses for the Beauty department.
- 4. Assist in recovery and freight.
- 5. Set ups for sale demos and meeting district goals. In Charge of ordering supplies and merchandise.
- 6. Knowledge of register systems, Telxon handheld system, and money handling.
TJ Maxx
Customer Service Coordinator
10.2004 - 01.2008
Job overview
- 1. Provided excellent customer service.
- 2. Open and Closing the registers. Money Handling with knowledge of the register systems.
- 3. Supervised the frontline associates with their breaks, lunches, and areas of the frontline.
- 4. Provided a speedy check out for the customers. Approved returns and exchanges.
- 5. Met Credit Card goals for the district. Worked and assisted with recovery, go backs, rewraps, and damages.
- 6. Assisted in the markdown process, merchandising, and freight intake. Knowledge of the entire store and location of products. Assisted with inventory and product shrink.
DSW Shoe Warehouse
Team Lead I
10.2002 - 04.2003
Job overview
- 1. Open and close store. Key holder supervising a team of 5 associates. Pace setter for the day work.
- 2. Worked on freight and merchandising the products. Floor Sets and Floor moves in a timely manner.
- 3. Assisted with cashiering. Approved returns and exchanges. Daily paperwork for closing and opening.
- 4. Book keeping of the cash, checks, and credit card transactions as well as the deposit process.
- 5. Starting out as a sales associate reaching team lead thru excellent customer service and drive within 3 months of employment.
Education
Allied Health CollegeFenton, MO
Associates from Medical Assistant
05.2007
Heritage High SchoolVancouver, WA
Diploma from Academics
12.2002
Skills
- Advanced PowerPoint skills
- HIPAA compliance knowledge
- Two years of HIPAA compliance experience
- Inventory stocking
- Financial reconciliation expertise
- Transaction processing skills
- Cash management
- Effective leadership
- Strong written and verbal communication
- Visual merchandising strategies
- Data analysis
- Front desk management
- Skilled in operating DOS systems
- Experienced in software utilization
- Experienced in medical terminology usage
- Sales proficiency
- Logistics coordination
- Skilled in Microsoft Office applications
- Retail sales performance enhancement
- Typing proficiency: 93% accuracy
- Prospective client outreach
- Patient care coordination experience
- Hospitality support experience
- Lead generation via phone outreach
- Interpersonal communication
- Retail fashion expertise
- Pharmacy benefit expertise
- Experienced with various office technologies
- Cash Handling (10 years)
- Proficient in organization techniques
- Supervising experience
- Hotel experience
- Active listening
- Critical thinking
- Data entry
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Certification
Driver's License
Languages
English
Full Professional
Spanish
Limited Working
Timeline
Customer Service Representative
TEKsystems
10.2023 - Current
Appointment Scheduler
Horizon Payments
07.2023 - 10.2023
Front Desk Agent
Quality Inn and Suites
07.2022 - 12.2022
Customer Service Agent
Green Valley Grocery
01.2022 - 06.2022
Front Desk Agent
Comfort Inn by Choice Hotels
04.2018 - 12.2021
Front Desk/ Night Audit
Holiday Inn Express
03.2017 - 04.2018
Member Service Representative
OPTUM SERVICES INC/CATAMARAN INC
09.2014 - 05.2016
Lead Brand Rep
Justice For Girls
06.2013 - 07.2014
Senior Beauty Advisor
Walgreens
07.2008 - 03.2012
Customer Service Coordinator
TJ Maxx
10.2004 - 01.2008
Team Lead I
DSW Shoe Warehouse
10.2002 - 04.2003
Heritage High School
Diploma from Academics
Allied Health College
Associates from Medical Assistant
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