Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Tristan Castillo

San Antonio,Tx

Summary

Experienced Team Lead bringing 2 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

8
8
years of professional experience

Work History

Service Team Lead

Goosehead Insurance
11.2022 - Current
  • During my tenure with Goosehead Insurance I was promoted to the role of Team Lead within the service department
  • This role required extremely high levels of independence, time management, emotional intelligence, stress management, and leadership
  • At any given time I was responsible for 6 to 15 different agent metrics as they all reported to me
  • As a Team Lead I was expected to audit agent cases and calls, provide constructive criticism to get agents to hit their required metrics, be a wealth of knowledge both in chat and in person to assist agents in navigating carrier sites and answering complex situational questions to ensure client satisfaction.

Licensed Service Agent

Goosehead Insurance
07.2021 - 10.2022
  • During my time as a service agent at Goosehead Insurance I took inbound calls servicing existing client policies
  • A typical call could be as simple as updating mortgagee information on one of the over 100 carriers Goosehead partners with or as complex as advising a client of their existing coverages and assisting them to file a claim.

Customer service Representative/ Technical Support

One Support
07.2019 - 07.2021
  • While working for One Support I was contracted by Google Fiber to handle inbound calls from customers requiring help troubleshooting their Internet, Tv, and Phone services as well as many billing or account related issues
  • In this position I utilized several skills such as time management, patience, and being sociable with the customers
  • Another set of skills I learned was how to accurately and efficiently document notes for the calls I would take as well as sort the call according to the incident.

Cell Phone Tower Technician

CamCom Telecommunications
12.2018 - 07.2019
  • Returned to work for CamCom Telecommunications in between semesters of college.

Call Center Interviewer

Customer Research International
09.2018 - 12.2018
  • Working for Customer Research International I would call randomly generated numbers for different areas of the country to conduct surveys for different companies
  • This required a high level of patience, customer service, and energy in order to get a caller all the way through said survey in order to get a complete survey.

Cell Phone Tower Technician

CamCom Telecommunications
05.2018 - 08.2018
  • While Employed with CamCom I assembled and disassembled Radio and cell phone antennas, as well as cut and color-code wires and cables to the individual specifications for each of the different frequencies and models of equipment while on the ground
  • While on top of the tower I would aid in flying materials up the tower with help from pulleys, ropes, and at least one other co-worker on the ground
  • Once materials are in place I would begin connecting and disconnecting the different parts of the either Monopole, Self-Support, or Guide Tower.

Fry Cook/Greeter

Whataburger
11.2017 - 05.2018
  • At Whataburger my main position was to be in charge of the fry station which ranges from fries to apple pies to even frozen fish and chicken patties
  • While at whataburger I had two roles, the second being in charge of maintaining lobby cleanliness as well as customer happiness at all times.

Busser/Party Hero

Gattitown
06.2016 - 12.2016
  • During my time with Gattitown I was required to maintain the cleanliness and guest enjoyment of 3 rooms each about 200 sq
  • Ft
  • As a busser sweeping, cleaning spills, removing dirty dishes, and assisting guests with whatever they might have needed
  • As a Party hero I was in charge of entertaining children and guiding parents throughout parties thrown in designated rooms that I would also have to clean before and after use.

Education

In progress -

Texas State University
San Marcos, Tx
04.2024

High school Diploma -

West Oso High School
Corpus Christi, Tx
06.2017

Skills

  • Exceptional communication skills
  • Keen ability to actively listen and comprehend information effectively
  • Great teamwork skills
  • Effective critical thinking skills
  • Able to step back and analyze the bigger picture of a situation to aid in problem solving
  • Able to quickly think and make decisions under stressful situations
  • Staff Development
  • Customer Relations
  • Training and mentoring
  • Schedule Management
  • Inter-department collaboration
  • Research and due diligence

Awards

  • 1st place medal in informative extemporaneous speaking, district meet 2017
  • 2nd place medal in UIL

Timeline

Service Team Lead

Goosehead Insurance
11.2022 - Current

Licensed Service Agent

Goosehead Insurance
07.2021 - 10.2022

Customer service Representative/ Technical Support

One Support
07.2019 - 07.2021

Cell Phone Tower Technician

CamCom Telecommunications
12.2018 - 07.2019

Call Center Interviewer

Customer Research International
09.2018 - 12.2018

Cell Phone Tower Technician

CamCom Telecommunications
05.2018 - 08.2018

Fry Cook/Greeter

Whataburger
11.2017 - 05.2018

Busser/Party Hero

Gattitown
06.2016 - 12.2016

In progress -

Texas State University

High school Diploma -

West Oso High School
Tristan Castillo