REINALYN G. CASTRO
Angeles City
Summary
Operations leader with track record in driving efficiency and productivity. Known for strategic planning, process optimization, and effective resource management. Strong focus on team collaboration, adaptability, and achieving measurable results. Skilled in logistics, project management, and continuous improvement. Trusted to deliver high-quality outcomes in dynamic environments.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Head of Operations (Operations Manager)
BPO Services Innosight
05.2022 - Current
- Real Estate – GA and SC
- IPTV – Sales & Service
- Back Office Management
- WFM Management
Associate Manager
Sutherland Global Services
06.2019 - 02.2022
- Change Leader – AT&T ISM
Corporate Trainer
SWAK BPO
02.2019 - 05.2019
Team Manager
VXI Clark
08.2018 - 02.2019
- AT&T ISM Platinum
Sales Supervisor
BSD Trade Services
02.2018 - 06.2018
- Promotion Profiling Specialist
- Handled Promotion Profiling from SME post up to Team Leaders level
- Career Development Head
- Handled Leadership Training for all Team Leaders and Shift Supervisors level
- Sales Supervisor
- Handled (6) AM Shift Supervisors with 300 agent headcount
SME/People Engagement Manager
Sutherland Global Services
06.2017 - 01.2018
- AT&T ISM
Nesting (Wave 0) Manager
Sutherland Global Services
12.2016 - 05.2017
- AT&T ISM
Associate Manager
Sutherland Global Services
02.2016 - 09.2016
- Nesting (F45) Manager – AT&T Uverse Blue/DTV Focus Center
Team Manager
iQor
10.2015 - 02.2016
- Sprint Gen Care
Team Manager
Sutherland Global Services
01.2014 - 03.2015
- AT&T Southeast and AT&T Uverse Blue
- Coaching and Developing agents for both Sales and Customer Service
DirecTV Specialist
Sutherland Global Services
11.2013 - 12.2013
- AT&T Southeast Telco – DTV Focus Center
- Attending client calls
- Site wide owner for issued and posted DTV sales
- Sales coach (Consultant, SMEs and Team Managers)
Subject Matter Expert
Sutherland Global Services
07.2013 - 09.2013
- Providing real time assistance to agents
- Responsible in managing real time/hourly scores
- Facilitating EOD Huddles
- Product Knowledge Skill Transfer
Customer Service Representative
Sutherland Global Services
08.2011 - 07.2013
- AT&T Southeast Telco
Customer Service Specialist
NCO APAC EGS
03.2009 - 11.2009
Education
High School Diploma -
Republic Central Colleges
Angeles City, PampangaSkills
- Operational excellence
- Business analysis
- Organizational development
- Sales coaching
- Hiring and onboarding
- Data management
- Workforce planning
- Teamwork and collaboration
- Organizational structuring
- Team leadership
- Operations oversight
- Strategic planning
- Operations management
- Performance improvements
- Employee development
- Customer service management
Training
- LEAD100
- Sales and Service Training
- Delivering Customer Experience
- Leadership Academy
- Rising Star – Leadership Training
- 7 Habits of Highly Effective People
- Lean Six Sigma – Yellow Belt Certified
Certification
- Lean Six Sigma - Yellow Belt Certified
Timeline
Head of Operations (Operations Manager)
BPO Services Innosight
05.2022 - Current
Associate Manager
Sutherland Global Services
06.2019 - 02.2022
Corporate Trainer
SWAK BPO
02.2019 - 05.2019
Team Manager
VXI Clark
08.2018 - 02.2019
Sales Supervisor
BSD Trade Services
02.2018 - 06.2018
SME/People Engagement Manager
Sutherland Global Services
06.2017 - 01.2018
Nesting (Wave 0) Manager
Sutherland Global Services
12.2016 - 05.2017
Associate Manager
Sutherland Global Services
02.2016 - 09.2016
Team Manager
iQor
10.2015 - 02.2016
Team Manager
Sutherland Global Services
01.2014 - 03.2015
DirecTV Specialist
Sutherland Global Services
11.2013 - 12.2013
Subject Matter Expert
Sutherland Global Services
07.2013 - 09.2013
Customer Service Representative
Sutherland Global Services
08.2011 - 07.2013
Customer Service Specialist
NCO APAC EGS
03.2009 - 11.2009
High School Diploma -
Republic Central Colleges
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