Cesar Castillo Email & Phone Number

Orange County, California, United States

• Led adoption of marketing and technology processes, integrating digital tools to boost customer engagement and revenue growth in the San Francisco territory.
• Built strong agent relationships through personalized coaching, using one-on-one and virtual support to drive behavioral change and align with business priorities.
• Applied technical expertise to guide partners in adopting digital tools, enhancing operational efficiency, data-driven decisions, and customer experience.

Greater Los Angeles Area

• Entrusted to collaborate with Distribution leadership to stabilize the team as it continues to evolve and solidify. Influence agents on the internal resources, benefits, and marketing support that can boost their.
• Steer the communications to drive more active participation in the evolution of the AMP program by gathering field feedback, analysis, and solution generation and implementation with the broader team
• Key leader and architect for the planning and execution of National Sales Week, capitalizing on cross-team alignment within the department and outside business units
• Champion for encouraging agents to spend funds on business development to lift revenue and attract new customers, creating resources for efficient communication to boost their marketing tactics
• Accountable for AGP marketing program devised to keep current agents on the roster. Pivoted resources and strategy to usher in a campaign to attract new agents by sharing the benefits of the program
• Drive cohesiveness for streamlined and effective communications, reporting, and change management for the exclusive agents marketing program and other agent-facing campaigns and initiativesBUSINESS RESULTS—

Greater Los Angeles, California, United States

• FOCUSED ACTIONS—Enterprise Marketing
• Represented voice of the agent (VOA) during ongoing changes in 2019; pivoted resources, focus, and strategy to adjust and adapt quickly and ensure program success for existing agents
• Coordinated with digital marketing vendors such as Hearsay Social, Yext, and Brand Muscle to develop data points that showcased success with respective tools and services within the agency force
• Shaped and forged a training plan to engage agents in using marketing tactics and additional funding
• Decreased the promotion payments and simultaneously maintained the AM enrollment by over 80% in 2018
• Collaborated with vendors to navigate required documents and reporting tools to propel $60M+ agent and company combined marketing spend in local markets across the countryBUSINESS RESULTS—

Greater Los Angeles, California, United States

• Appointed to lead a 3-report project team in transforming the agent award qualifications and aligning them with corporate objectives to drive profitable growth.FOCUSED ACTIONS—
• Expanded the division’s profile by initiating peer mentorship and accelerated the recruitment of new talent into the sales department
• Coached and developed a 3-member team; infused them with support in career development beyond existing roles
• Took the helm to guide agent award events and district manager/employee leadership conferencesBUSINESS RESULTS—
• Activated incentive programs for agents by planning events centered around allowing agents to introduce business content, unveil agent promotions metrics, communicate information to field and agents, and draft.

Greater Los Angeles, California, United States

• Promoted from Workforce Management Supervisor/Senior Help Desk Specialist. FOCUSED ACTIONS—
• Developed strategies and sales plans to achieve financial goals; utilized a segmentation approach to derive the necessary sales to achieve goals
• Conceptualized methodologies for early monitoring of low retention or high pleasure use agencies; initiated training plans to improve skill deficiencies where needed
• Authored presentations and content for cross-functional team meetings
• Deployed strategies and techniques for monitoring the call flow of 57 analysts to meet real-time demands
• Drafted monthly reports summarizing SLAs and team performance

• Developed optimum strategies and techniques for monitoring call flow of 57 analysts to meet real time demands and be better positioned to achieve service level goals and reduce complexity
• Collected and prepared data for the month-to-date reports, graphs/charts summarizing call volumes, service levels, and team performance

• Delivered Tier 2 / Tier 3 escalation support for critical application and network failures
• Lead the national severity one problem escalations and key external business/ technical partners
• Instrumental in organizing and leading a 13,000 Dell desktop, email and corporate agency dashboard deployment

• Delivered Tier 1 technical hardware/ application support for AS400 and System 36 mid-range machines
• Input/ Output Operator