KAREN JOY A. CASTILLO
Customer Support/Banker
Tiaong, Quezon
Summary
I am a qualified customer support for both back office and customer-facing roles with almost 12 years of experience. My area of expertise is helping customers through their concerns and complaints. Also skilled in a non-corporate job such as hospitality management. As a Filipino, we are been known to possess genuine hoispitality towards visitors, foreigners, or expatriates.
Intend to build a career in a leading high-tech environment with committed and dedicated people, which will help me to explore myself and realize my potential. Looking for a challenging role where I can expand my skill set.
Overview
12
12
years of professional experience
11
11
years of post-secondary education
Work History
Customer Service Representative
SPi Global (Infocom Technologies Inc.)
06.2013 - 05.2017
- Supports customers by providing helpful information, answering questions, and responding to complaints.
- Served as front line of support for clients and customers and help ensure that customers are satisfied with products, services, and features.
- Airline ticketing reservations specialist which involves sales.
- Multi-channel specialist. Customer-facing. Exposed in email. chat and voice channels when assisting customers.
Program Specialist and Escalations Associate
Remitly Inc.
05.2017 - 02.2023
- Coaching and Training (provides coaching on metrics, as well as the knowledge, skills and attitude. Also performs call listening / review of transactions in order to identify where process breakdowns occur.
- Ensures that needed upskilling and knowledge updates are delivered to associates. Assist people with a rich process and behavioral coaching that empowers them, and helps them succeed in their subject matter area.
- Process / Workflow Expert Keeps abreast of production work, but with specific and keen eye on process, product, workflow opportunities.
- Performs root cause analysis and raises the need for making tools improvements/adjustments or makes the adjustments themselves as required. Real-time floor support to capture and understand outstanding volume trends and liaise with the appropriate stakeholders for root cause analysis (RCA) and resolution.
- Provides deep expertise on the floor to support hard customer cases or questions or to take live supervisor calls / escalation calls and provides real-time floor support for nestees and newly endorsed associates into production.
- Conducts call listening, side-by-sides, and assists in identifying knowledge or skill opportunities of the associates.
- As an Escalations Associate, the tasks involves determining points of opportunities that the company has, correction of errors in a business product, helps to answer the executive emails, handling regulatory complaints and answering managers and supervisors call.
- Resolution wise in terms of retention with quality assurance.
- Monitor real-time queues and identify high risk transactions within the business portfolio such as fraud, theft and similar other risks.
- Determine best practices to support with the identification of transaction patterns and trends. Contacts customers and banking institutions to verify transactions and payment information. Help resolve customer transaction queries across multiple channels in a professional, timely and appropriate manner.
Senior Escalations Representative
Wells Fargo
04.2023 - Current
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
Education
Bachelor of Secondary Education - English
La Consolacion University Philippines
Malolos, Bulacan 06.2011 - 05.2013
SECONDARY - undefined
St.Mary's College of Meycauayan
Meycauayan, Bulacan 06.2008 - 04.2011
PRIMARY - undefined
St. Michael Academy
06.2002 - 04.2008
Skills
Customer support (both back office and customer-facing)
Technical troubleshooting
Sales reporting
Paperwork processing
Telephone reception
Staff training
Up-selling strategies
Multitasking
Time management
Problem-solving
Effective communication
Skilled in hospitality management (can cook, clean and bake)
Personal Information
- Date of Birth: 07/02/94
- Nationality: Filipino
Timeline
Senior Escalations Representative
Wells Fargo
04.2023 - Current
Program Specialist and Escalations Associate
Remitly Inc.
05.2017 - 02.2023
Customer Service Representative
SPi Global (Infocom Technologies Inc.)
06.2013 - 05.2017
Bachelor of Secondary Education - English
La Consolacion University Philippines
06.2011 - 05.2013
SECONDARY - undefined
St.Mary's College of Meycauayan
06.2008 - 04.2011
PRIMARY - undefined
St. Michael Academy
06.2002 - 04.2008
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