Lilet Castro
Quezon City
Summary
Professional with strong background in communication training and development. Skilled in public speaking, curriculum design, and conflict resolution. Known for team collaboration, adaptability, and delivering impactful results in dynamic environments. Focused on enhancing communication skills and fostering positive learning atmosphere. Well-versed in US Healthcare processes, including prior authorizations, referrals, and ICD-10 codes.
Overview
2026
2026
years of professional experience
Work History
Process and Communication Trainer
Optum Global Solutions
2021 - 08.2025
- Developed and facilitated communication workshops to enhance team collaboration and effectiveness.
- Crafted tailored training materials to address specific needs of diverse employee groups.
- Evaluated participant performance through assessments, providing constructive feedback for improvement.
- Mentored junior trainers, fostering skill development and knowledge sharing within the team.
- Implemented new training techniques to improve engagement and retention of communication strategies.
- Collaborated with leadership to align training objectives with organizational goals and initiatives.
- Analyzed training outcomes to refine programs and ensure continuous improvement in delivery methods.
- Led cross-functional teams in developing comprehensive communication frameworks for various projects.
Team Leader
Optum Global Solutions
2020 - 2021
- Led cross-functional teams to enhance project outcomes and meet organizational goals.
- Developed and implemented operational strategies to streamline processes and improve efficiency.
- Mentored team members, fostering skill development and promoting a collaborative work environment.
- Analyzed workflow data to identify areas for improvement, driving process optimization initiatives.
Customer Service Representative
Optum Global Solutions
2019 - 2020
- Resolved customer inquiries through multiple channels to ensure satisfaction and retention.
- Educated patients on healthcare policies and procedures to enhance understanding and satisfaction.
- Assisted in scheduling appointments and managing patient records using electronic health record systems.
- Collaborated with healthcare teams to streamline communication and improve patient experience initiatives.
Customer Service Representative
Teletech Philippines
01.2018 - 01.2019
- Streamlined complaint resolution process, enhancing customer satisfaction and retention rates.
Sales and Support Representative
Virtual Wonders Solutions
01.2017 - 01.2018
- Help clients understand and use marketing tools (websites, newsletters, Microsoft 365) to promote their businesses.
Customer Service Representative
Teleperformance
01.2016 - 01.2017
- Assist consumers in booking and finding the best hotel deals suited to their needs and interests.
Education
Bachelor of Science in Business Administration - Marketing
Golden West Colleges
Alaminos City, Pangasinan01.2016
Skills
- Management Skills
- Training Facilitation (Face-to-face and Virtual Set-up)
- Training Materials Creation
- Curriculum Creation
- Coaching (Root Cause Analysis and GROW Coaching Method)
- Performance Management
- Data Mining and Analysis
- Knowledgeable in US Healthcare policies and regulations
- Prior Authorization and Referral Processing
- Proficient in ICD-10 codes and efficient in EHR navigation
LANGUAGE
Filipino
English
Timeline
Customer Service Representative
Teletech Philippines
01.2018 - 01.2019
Sales and Support Representative
Virtual Wonders Solutions
01.2017 - 01.2018
Customer Service Representative
Teleperformance
01.2016 - 01.2017
Process and Communication Trainer
Optum Global Solutions
2021 - 08.2025
Team Leader
Optum Global Solutions
2020 - 2021
Customer Service Representative
Optum Global Solutions
2019 - 2020
Bachelor of Science in Business Administration - Marketing
Golden West Colleges