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
2022.09 - 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
2020.02 - 2022.09
- 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
2018.11 - 2019.12
- 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
2018.06 - 2018.11
- 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
2016.06 - 2018.05
- 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
2013.09 - 2016.05
- 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
2010.02 - 2012.03
- 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
2007.02 - 2009.03
- 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
2022.09 - Current
Operations Manager (Remote)
Real Estate Assistant
2020.02 - 2022.09
Business Development Coordinator (Remote)
Rocket Station
2018.11 - 2019.12
Inbound Sales Agent (Remote)
MyOutdesk, Inc
2018.06 - 2018.11
Account Security Representative (Remote)
Upwork, Inc
2016.06 - 2018.05
Senior Team Leader (Remote)
MyOutDesk
2013.09 - 2016.05
Data Analyst
Capital IQ, A Division Of Standard & Poor's
2010.02 - 2012.03
Quality Assurance Specialist
Epldt Ventus
2007.02 - 2009.03
Bachelor of Science - Computer Science
CIIT Philippines - Multimedia Arts School
Bachelor of Science - Computer Science
Pontifical And Royal University Of Santo Tomás
Similar Profiles
Clodette SabiyumvaClodette Sabiyumva
TAX PREPARER at PROFESSIONAL TAX PREPARER SOLUTIONS LLCTAX PREPARER at PROFESSIONAL TAX PREPARER SOLUTIONS LLC
Nichol ColemanNichol Coleman
Medical Billing Specialist at Professional Solutions Stat, LLCMedical Billing Specialist at Professional Solutions Stat, LLC
James David CrottsJames David Crotts
Antiquarian Book Trader at Jim Crotts Rare Books, LLCAntiquarian Book Trader at Jim Crotts Rare Books, LLC