Joel Angelo De Castro
Mabiga, Mabalacat City
Summary
Results-oriented leader with 14+ years of experience in customer service, technical support, and sales in the telecommunications and financial sectors. Proven success in optimizing operations, launching new business lines, and driving exceptional sales while prioritizing customer satisfaction. Skilled in cross-functional team leadership, KPI-driven performance management, process improvement, and financial oversight. Recognized for translating strategy into action, developing high-performing teams, and achieving measurable business outcomes through resilience and operational efficiency.
Overview
14
14
years of professional experience
Work History
Delivery Manager
TATA Consultancy Services
05.2021 - Current
- Leads a cross-functional team of 150+ agents and 10 supervisors in a high pressure, target-driven environment maintaining high performance standards across Customer Service, Technical Support and Collections through various media support types (Voice, In-app chat/messaging and Email) servicing over 700K subscribers
- Increased sales close rate by 1.50% through the development of training modules on effective customer profiling, visual audit, asking insightful discovery questions and sales elevator speeches.
- Drove a 14% reduction in average handling time (AHT) by deploying skills-based training in the IRRR technical troubleshooting process for Technical support.
- Manages client relationships through governance calls, QBRs, and performance reporting, ensuring account growth and client satisfaction
- Partnered with clients to streamline collections workflows and deliver clear KPI measurement to drive lower Days past due (DPD) and Promise to pay (PTP) rates
Operations Manager
Majorel Philippines Corporation
09.2020 - 03.2021
- Led successful account launch for a new Line of Business (LOB) in telecommunications and sales, ensuring seamless integration with existing support and sales processes and achieving full operational readiness within 60 days
- Led a team of 10 supervisors and 150+ agents handling multi-skilled chat teams catering to integrated queues for billing general, payments, sales and technical support on iTunes and iOS platforms
- Managed end-to-end onboarding of enterprise accounts for the newly introduced service line, coordinating with cross-functional teams across sales, customer service and technical support
- Collaborates and Articulates action plans with key stakeholders driven by COPC guidelines to ensure minimal high performance standards and exceeding KPI SLAs
- Developed training modules on empathy and de-escalation, resulting in a 25% drop in complaint escalations
Operations Manager
Sitel Corporation
07.2020 - 09.2020
- Spearheaded the successful launch of a new account focused on testing services, by aligning customer service, technical support and proctoring teams, and achieved full go-live readiness within the first 60 days
- Articulated Business Continuity Planning amidst Pandemic and created process maps creation for operational cadence
- Led 7 supervisors and 90+ agents to exceed client KPIs across Customer service, technical support and proctoring teams catering to Nationwide USA licensing certification testers
Manager of Operations
Sitel Corporation
12.2018 - 07.2020
- Led a cross-functional team of 230+ agents and 15 supervisors in a high pressure, target-driven environment maintaining high performance standards across Customer Service and Technical Support servicing over 20M subscribers in Nationwide USA
- Developed training modules in effective visual audit, uncovering customers' needs and positive resolution reinforcement that yielded exceptional results in Sales and Net Promoter scores
- Drove 9% reduction in average handling time (AHT) by deploying skills-based training in the IRRR technical troubleshooting process and 1% truck roll reduction resulting to client savings
- Manages and maintains a healthy gross margin revenue of 55-60% by daily tracking, accurate cost reporting, reduction of operational leakages and effective operational productivity management
- Awarded as the top Operations Manager for 1 year in 2018 by consistently exceeding all client KPIs in Customer Service, Technical Support and Financial Services
Associate Account Manager
Sutherland Global Services
06.2018 - 12.2018
- Led in providing developmental coaching to a team of 15+ agents to handle Customer Service, Technical Support and FInancial Services to customers across USA Nationwide
- Delivers operational cadence to equip essential skills to agents which exceeds VOC, AHT and Sales targets.
- Performed analytical reviews by interpreting performance trends and materialize to drive exceptional performance results.
Manager of Operations
Alorica Clark Philippines Inc.
11.2017 - 04.2018
- Led a cross-functional team of 90+ agents and 6 supervisors in a high pressure, target-driven environment maintaining high performance standards across Customer Service, Technical Support, Financial Services, Retention and Sales servicing subscribers across USA
- Achieved highest Delinquent Dollar Collection (DDC) rate per call of $145 from 0-30 days past due customers through the development of training modules on negotiation skills and asking discovery questions
- Manages client relationships through governance calls, QBRs, and performance reporting, ensuring account growth and client satisfaction
- Partnered with clients to streamline in the creation of a revised agent toolkit and troubleshooting tool that reduced 10% average handling time (AHT) and increased Net Promoter Scores by 10%
Business Support Manager
Alorica Clark Philippines Inc.
06.2016 - 10.2017
- Oversees wholistic account operation and ensures critical client communications are seamlessly disseminated
- Manages client relationships through governance calls, QBRs, and performance reporting, ensuring account growth and client satisfaction
- Partnered with clients to streamline in the creation of a revised agent toolkit and troubleshooting tool that reduced 10% average handling time (AHT) and increased Net Promoter Scores by 10%
- Spearheaded the cadence of pain point collation and partners with key operational leaders to propose innovative solutions and provide seamless organizational operation
- Account’s main subject matter expert for critical client processes, escalations and performed operational RCA with organizational leaders to ensure high-performance standards
Team Manager
T-Mobile U.S.A.
03.2014 - 06.2016
- In charge of providing developmental coaching sessions to a team of 15 agents outlined using the account’s coaching method (PAIR) to drive exceptional and competitive performance results
- Handles all admin-related tasks which concerns direct subordinates
- Lead a pilot project called “Culture of Ownership Team” which translated to T-Mobile’s Team of Experts structure – cross-trained individuals handling diverse queues
Senior Customer Service Representative
T-Mobile U.S.A.
03.2012 - 03.2014
- In charge of taking escalated calls, providing floor support and assistance to Team Managers in the management of Customer Service, Technical Support and Financial Service queues
- Served as one of the account’s subject matter expert for account specific processes and policies
Customer Service Representative, T-Mobile U.S.A.
T-Mobile U.S.A.
09.2011 - 03.2012
- Front line agent taking inbound calls for customer service, Technical Support, Sales and Financial Care services
- Responsible for displaying behaviors during calls that yields stellar performance results in Sales, Collections and VOC
Education
Bachelor’s Degree - Hotel and Restaurant Management
University of Baguio
03.2011
Skills
- Performance improvement in operations
- Experience with COPC program
- Extensive experience in program launches
- Quality data analytics
- Implementation and execution of 4DX strategies
- T-Mobile India experience
- Assisted in T-Mobile site launch
- Financial management
- Manages daily margin tracking
- Lean Six Sigma methodology
- Operational waste identification
References
1. Sherwin Del Rosario – Director of Operations, Teleperformance
Mobile: +63-917-127-1061
2. Ocampo, Ruena Paullete – Associate Director of Operations, Ibex
Mobile: +63-915-506-0734
3. Geslani, Juliet – Senior Operations Manager, Sutherland Global Services
Mobile: +63-919-074-0844
Timeline
Delivery Manager
TATA Consultancy Services
05.2021 - Current
Operations Manager
Majorel Philippines Corporation
09.2020 - 03.2021
Operations Manager
Sitel Corporation
07.2020 - 09.2020
Manager of Operations
Sitel Corporation
12.2018 - 07.2020
Associate Account Manager
Sutherland Global Services
06.2018 - 12.2018
Manager of Operations
Alorica Clark Philippines Inc.
11.2017 - 04.2018
Business Support Manager
Alorica Clark Philippines Inc.
06.2016 - 10.2017
Team Manager
T-Mobile U.S.A.
03.2014 - 06.2016
Senior Customer Service Representative
T-Mobile U.S.A.
03.2012 - 03.2014
Customer Service Representative, T-Mobile U.S.A.
T-Mobile U.S.A.
09.2011 - 03.2012
Bachelor’s Degree - Hotel and Restaurant Management
University of Baguio
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