Virginia Castro
Customer Service Professional
Smyrna,Delaware
Summary
Knowledgeable and dedicated customer service professional with extensive experience in call center and work-from-home industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Contractor ( Interviewer)
Shiftsmart
Work From Home, DE
07.2022 - Current
- Receives project per project basis.
- Make sure to follow script verbatim and to no bias and personal judgement in lieu of project.
- Ensure to have completed surveys and meet 100% criteria for PR.
Front Desk Lead
Dover Downs Hotel and Casino
Dover, DE
02.2018 - 01.2021
- Delivered above-and-beyond service to guests by making outside venue reservations if necessary.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout. Collected room deposits, fees and payments.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Educated guests on hotel security features and instructed on important information regarding safety processes and procedures.
- Designed employee work schedules to address complete operational needs.
- Provides coordination with different hotel & casino departments to ensure guests' expectations have been met
- Executed company policies, procedures, and safety standards to ensure proper cleanliness and safety of office and equipment.
Customer Service Associate
Wawa Incorporation
Smyrna, DE
05.2016 - 04.2018
- Created team culture of exceeding customer expectations, exceeding all company performance goals and standards
- Managed timely and effective replacement of damaged or missing products.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Developed and actualized customer service initiatives to decrease wait times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Collaborated with store management and program leadership to suggest actionable improvements and corrective action plans.
- Trained new personnel regarding company operations, policies and services.
Technical Support Representative (Level 2)
STREAM GLOBAL SERVICES
Mandaluyong City, Philippines
11.2012 - 09.2013
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Responded promptly to incoming sales leads and requests for technical support.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
Online Service Specialist
WESTERN UNION
Quezon City, Philippines
11.2007 - 02.2012
- Surpassed corporate goals by reaching 100% customer satisfaction rating.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Facilitated inter-departmental communication to effectively provide customer support.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Manages and process different types of money transfers such as Mobile Money Transfer and Telephone Money Transfer for customers and agents.
Education
Bachelor of Science - Broadcast Communication
Polytechnic University of The Philippines
Manila Philippines 06.1992 - 04.1996
Skills
Leadership, English, Guest services
Critical Thinking
Data Entry
Decision-Making
Dependable and Responsible
Active Listening
Problem-Solving
Planning and Coordination
Self-Motivated
Good Telephone Etiquette
Google Workspace
MS Office
Remote access support
Network Troubleshooting
Analytical thinking
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is better to fail in originality than to succeed in imitation.
Herman Melville
Timeline
Contractor ( Interviewer)
Shiftsmart
07.2022 - Current
Front Desk Lead
Dover Downs Hotel and Casino
02.2018 - 01.2021
Customer Service Associate
Wawa Incorporation
05.2016 - 04.2018
Technical Support Representative (Level 2)
STREAM GLOBAL SERVICES
11.2012 - 09.2013
Online Service Specialist
WESTERN UNION
11.2007 - 02.2012
Bachelor of Science - Broadcast Communication
Polytechnic University of The Philippines
06.1992 - 04.1996