Joseph Deniel Castro
Quezon City
Summary
Resourceful and client-focused Customer Service Manager with over 3 years of experience leading teams in exceeding sales goals and customer expectations. Meticulous and results-oriented with expertise educating employees on all stages of sales cycle while recommending best options to meet short- and long-term needs. Personable relationship builder with polished communications skills.
Overview
16
16
years of professional experience
Work History
Director of Operations (Remote)
RARE Professional Solutions, LLC
Wilmington, DE
09.2022 - Current
- Achieved team goals through formalized training plans, coaching, and performance management.
- Monitored budget and utilized operational resources.
- Defined, implemented, and revised operational policies and guidelines.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Established and monitored quality assurance standards to achieve operational excellence.
- Spearheaded implementation of process improvements and cost-saving initiatives to increase value and maximize profits.
- Developed systems and procedures to improve operational quality and team efficiency.
Operations Manager (Remote)
Real Estate Assistant
Las Vegas
02.2020 - 09.2022
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Conducted performance reviews each quarter, offering praise and recommendations for improvement.
- Reviewed financial reports each day and investigated variances with accounting staff to keep records accurate.
- Reduced average contract expenses through negotiations with vendors.
- Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
- Protected company assets from loss such as theft or damage by setting and enforcing effective security policies.
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels.
- Boosted team performance with enhanced employee evaluation processes.
- Monitored employee productivity and optimized procedures to reduce costs.
Business Development Coordinator (Remote)
Rocket Station
Dallas
11.2018 - 12.2019
- Planned marketing initiatives and leveraged referral network to promote business development
- Gathered customer information and maintained in CRM database
- Maintained regular contact with clients to inform about transactions and performance
- Created, modified, and executed monthly business plans to maximize client satisfaction
- Conceptualized and designed abstract ideas, built plans, and delivered details to CMO
- Assisted with proactive client outreach initiatives through Email and SMS Campaigns and documented client correspondence in InfusionSoft CRM system
- Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth
- Monitored social media and online sources for industry trends
- Developed and executed plans to monitor standard process adherence
- Collaborated with the Client Success department on operational support tasks to model the importance of group goals
- Generated new business leads through direct customer engagement, deploying inbound and outbound marketing tactics and developing and optimizing informative content
Inbound Sales Agent (Remote)
MyOutdesk, Inc
Sacramento
06.2018 - 11.2018
- Handled both Buyers and Seller (Expired/FSBO/Circle Prospecting) leads
- Assisted home buyers with their Mortgage and processed pre-qualifications
- Prepared Comparative Market Analysis to home owners
- Assisted client in closing by ensuring all required documents are ready
- Answered average of 110 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing new product information
- Assisted a lot of customers in average 10 minutes by answering questions, responding to inquiries and handling telephone requests
Account Security Representative (Remote)
Upwork, Inc
Mountain View
06.2016 - 05.2018
- Developed new process improvements for the team which resulted in marked performance improvements
- Responded to customer requests via tickets and email
- Helped design, develop and test internal software applications for use in the Risk Department
- Reviewed accounts reported as compromised
- Verified customer identities and account ownership
- Assisted account owners with the recovery of hijacked/hacked accounts
- Helped detect and ban accounts created by scammers
- Helped detect and neutralize phishing sites hosted by 3rd parties
- Reached out to platform users potentially affected by phishing, malware, and identity theft incidents
Senior Team Leader (Remote)
MyOutDesk
Sacramento
09.2013 - 05.2016
- Discovered training needs and provided coaching
- Produced weekly, daily and monthly activity reports and forecasts
- Conducted team member meetings and updated members on best practices and continuing expectations
- Set clear team goals and delegated tasks and set deadlines
- Developed strategies to promote team member adherence to company regulations and performance goals
- Determined customer needs by asking relevant questions and listening actively to the responses
- Completed all daily tasks and special assignments with an efficient and quality-driven approach
- Trained 10-15 new Inside Sales Agent each quarter
- Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture
- Fostered a positive work environment by consistently treating all employees and clients with respect and consideration
Data Analyst
Capital IQ, A Division Of Standard & Poor's
Pasig City
02.2010 - 03.2012
- Designed and developed schema data models
- Developed database objects, including tables, views and materialized views using MS Excel and MS Access
- Coordinated statistical data analysis, design, and information flow
- Managed creative projects from concept to completion
- Consistently met deadlines and requirements for all production work orders
- Streamlined and enhanced the incentive system
- Created Attendance Tracker in Excel using Macros
- Improved basic to advance excel formula on existing trackers
- Modified trackers based on business needs
- Recorded Earnings and Non-Earnings event that is needed in the business
- Created trackers to suit the needs of Team Leads for reporting and tracking purposes
- Reported attendance data and staff performance data to Managers
Quality Assurance Specialist
Epldt Ventus
Taguig
02.2007 - 03.2009
- Resolved all issues efficiently and built an excellent client rapport, which led to enhanced customer satisfaction ratings
- Managed major quality problems by implementing effective plans
- Educated employees on specific QA standards and confirmed all standards were being maintained
- Prepared QA evaluation reports and submitted them to management
- Evaluated 15 – 30 representatives per month
- Provided coaching and feedback to the customer service representatives in a timely manner
- Created and facilitated 2 process improvements
- Created and maintained Quality Form Automation
Education
Bachelor of Science - Computer Science
CIIT Philippines - Multimedia Arts School
Quezon City, NCRBachelor of Science - Computer Science
Pontifical And Royal University Of Santo Tomás
Manila, NCR2006
Skills
- Data analysis
- Methodology implementation
- Skilled in Microsoft Office Suite, Google Suite, Javascript, SQL
- Strong verbal communication
- Risk management processes and analysis
- Process implementation
- Supervisory Skills
- Staff Management
- Conflict resolution
- Team leadership
- Staff development
- Project Management
- Client assessment and analysis
- Customer Service
- Teamwork / Collaboration
- Client relations and retention
Timeline
Director of Operations (Remote)
RARE Professional Solutions, LLC
09.2022 - Current
Operations Manager (Remote)
Real Estate Assistant
02.2020 - 09.2022
Business Development Coordinator (Remote)
Rocket Station
11.2018 - 12.2019
Inbound Sales Agent (Remote)
MyOutdesk, Inc
06.2018 - 11.2018
Account Security Representative (Remote)
Upwork, Inc
06.2016 - 05.2018
Senior Team Leader (Remote)
MyOutDesk
09.2013 - 05.2016
Data Analyst
Capital IQ, A Division Of Standard & Poor's
02.2010 - 03.2012
Quality Assurance Specialist
Epldt Ventus
02.2007 - 03.2009
Bachelor of Science - Computer Science
CIIT Philippines - Multimedia Arts School
Bachelor of Science - Computer Science
Pontifical And Royal University Of Santo Tomás
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