Rachel Castillo
Team Leader
Summary
Performance oriented B2B Client Operations Team Lead with extensive experience leading cross functional alignment and service delivery for global enterprises. Skilled in white glove implementation and metrics analysis to eliminate operational inefficiencies.
Overview
9
9
years of professional experience
Work History
Team Leader
Concentrix
03.2022 - 03.2026
- Managed global client accounts, serving as the primary point of contact for business partners and stakeholders.
- Conducted regular business reviews with B2B clients to share insights, drive process improvements, and ensure alignment with contractual service-level agreements (SLAs) and average time to resolve (ATTR).
Support Subject Matter Expert
Concentrix
02.2019 - 03.2022
- Created and maintained knowledge base of articles to enable informed service across support team.
- Sending contracts and service agreements for correct pricing and information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Customer Support Representative
Concentrix
09.2017 - 02.2019
- Processed customer service orders promptly to increase customer satisfaction.
- Assisted customers with order placement and order tracking.
Education
Undergrad, Bachelor of Information Technology Education - Information Technology
Technological Institute of The Philippines
Cubao04-2012
Skills
- Team leadership
- Performance coaching
- Training facilitation
- Workforce scheduling
- Conflict resolution
- Quality assurance
- Process improvement
- Data analysis
- Client service operations
- Knowledge base management
Operational Tools
- Average in MS Office and Google Workspace
- Salesforce
- PureCloud Genesys
- JIRA Software
Timeline
Team Leader
Concentrix
03.2022 - 03.2026
Support Subject Matter Expert
Concentrix
02.2019 - 03.2022
Customer Support Representative
Concentrix
09.2017 - 02.2019
Undergrad, Bachelor of Information Technology Education - Information Technology
Technological Institute of The Philippines