Alejandro Castillo Email & Phone Number

United States

Spearheaded full operational scope including develop and supervision of more than 25 agents. Utilized Verizon NICE Dashboards applications; Excel software and DOL guidelines and procedures to track future flow patterns for customer satisfaction, in addition to analyzing historical data for comparison using MS forms. Cooperated with Support Manager and other supervisors in crafting professional development programs for staff.• Increased customer satisfaction for calls received by my agents.• Pioneered conflict resolution system that improved operational quality of service by collecting information from agents and peers.• Organized thousands of records in Excel, created pivot tables for reports, and created Print Form.• Implement and document coaching, performance improvement, and recognition plans, as well as performance evaluations to optimize individual and team performance.• Observes and evaluates team members' performances and completes performance reviews and individual training, improvement, and development plans.• Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service.

United States

Act as subject-matter-expert in training physicians, providers, and office staff on company processes and technologies, including remote support, and go-live of physician and dental practices. Leveraged Tier user support on client products and services. Honed robust relationships with new enterprise and partners and provided Tier 2 technical knowledge.

United States

Implement critical thinking strategies, research, and technical knowledge to respond and resolve hardware and software issues. Identify, prioritize, and guide technical support via phone, chat, or email. Escalate cases to higher levels as needed. Update Knowledge Base articles to ensure agents deliver accurate and timely issues resolution.• Achieved 80% overall call resolution.• Successfully increased team productivity by 10% through focusing on individual strength and weaknesses during trainings. • Standardized level technical skills necessary to meet clientele needs, earning praise and promotions.

United States

Managed Rectangle Health’s payment processing solutions to streamline dental, medical, and healthcare system practices. Led project management and system implementation. Acted as subject-matter-expert in training physicians, providers, and office staff on company processes and technologies, including remote support, and go-live of physician and dental practices. Leveraged Tier user support on client products and services. Honed robust relationships with new enterprise and partners and provided Tier 2 technical knowledge. • Designed and implemented process for troubleshooting and training guides for new hires. • Executed average four to six client implementations daily.

3721 Kings Rd, Chattanooga, Tn 37416

Oversaw planning, execution, and implementation of new business opportunities. Executed, monitored, and maintained effective department protocols to ascertain customer satisfaction through analysis of response to customer inquiries via telephone and ticketing system. Resolved customer complaints through investigations and research. Installed bill payment platform solutions for clients. Trained employees on updated policies, regulations, and guidelines. • Innovated regular training tools used for resolving daily issues to drive customer satisfaction on all fronts. • Earned Highest Employee statistics monthly, in addition to praise from customer satisfaction and management.

34 S Macquesten Pwkway Mount Vernon, Ny 10550

Led development and testing of training tools to enhance overall customer satisfaction. Designed, administered, and documented scheduled tasks to establish proper timelines for completion. Orchestrated training and installation of wireless platform solutions for clients. Headed CRM management, including updating checklists for Onboarding Team, ensuring plays were updated for new hires, and full maintenance. Created weekly and monthly reports for sharing with field representatives, and company leadership to ensure full transparency.

525 Broadway St, New York Ny

Oversaw planning, execution, and implementation of new business opportunities. Executed, monitored, and maintained effective department protocols to ascertain customer satisfaction through analysis of response to customer inquiries via telephone and ticketing system. Resolved customer complaints through investigations and research. Installed bill payment platform solutions for clients. Trained employees on updated policies, regulations, and guidelines. Led development and testing of training tools to enhance overall customer satisfaction. Designed, administered, and documented scheduled tasks to establish proper timelines for completion. Orchestrated training and installation of wireless platform solutions for clients. Headed CRM management, including updating checklists for Onboarding Team, ensuring plays were updated for new hires, and full maintenance. Created weekly and monthly reports for sharing with field representatives, and company leadership to ensure full transparency.

Dominican Republic

Spearheaded full operational scope including supervision of more than 3,000 employees in three countries. Utilized SQL and Blue Pumpkin software to track future flow patterns for customer satisfaction, in addition to analyzing historical data for comparison. Established new processes in collaboration with QA team to improve efficiencies and reduce costs. Championed annual reviews and reported suggestions for improvements and successes to leadership team. Cooperated with Support Manager and other supervisors in crafting professional development programs for staff. • Increased customer satisfaction at 98% in more than three countries. • Pioneered conflict resolution system that improved operational quality of service by collecting information from agents and peers. • Surpassed industry standard (80%) by sustaining 98% accuracy in daily activities. • Boosted customer support quality by 23% for three consecutive years.

Master Of Business Administration - Mba, Business Statistics

Computer Science