Jose Castillo Email & Phone Number

Roswell, GA, US

Boca Raton, Florida, US

• 🌟 Core Responsibilities: Directed strategic road maps to boost revenue, manage margins, and forge new partnerships, enhancing multi-channel business impact. Surpassed revenue targets through customer success.
• Directed a global 500+ associate multi-regional contact center across North America, Latam, and Asia, introducing AI-driven self-service tools like chatbots and automated IVR systems. Achieved a 25% reduction in.
• Spearheaded a $275K cross-functional project to automate vendor notifications, reducing service cycle time by 33% and eliminating 20% of follow-up calls, resulting in $1.9M operational cost savings.
• Elevated Net Promoter Score (NPS) from -7.8 to 42.6 through targeted Voice of the Customer (VoC) initiatives and proactive feedback integration.
• Introduced and scaled initiatives resulting in a 32% boost in retention and $2.7M in gross revenue growth.
• Partnered with L&D and HR to update organization wide mentorship program supporting professional growth for all employees, improving employee Net Promoter Score (eNPS) from 6.3 to 30.1.

• 🌟 Core Responsibilities: Defined the strategic sales management process to enhance customer satisfaction, drive revenue growth, and improve business performance. Demonstrated deep product knowledge and strong.
• Designed client acquisition strategies that drove $14.5M in annual revenue.
• Responsible for all global service delivery oversight aligning with account specific SLAs and KPIs.
• Leveraged advanced data models and predictive analytics to identify at-risk customers, reducing churn by 25% and driving customer lifetime value growth.
• Transitioned 300+ employees globally to remote work, introducing digital collaboration tools, reducing costs by 20%, and improving productivity by 10%.
• Partnered with C-Suite executives to integrate customer satisfaction metrics into strategic goals, improving executive alignment and decision-making.

• 🌟 Core Responsibilities: Opened and operated daily contact center operations, including hiring, Learning and Development (L&D), developing CRM systems, and establishing KPIs, metrics, and OKRs. Managed budget, cost.
• Oversaw organizational P&L, introducing a digital self-service model that saved $1.3M while maintaining an NPS of 40—significantly above the target of 13.
• Devised and executed aggressive retention strategies, exceeding annual retention targets by 10%, and generating an additional $200K in gross revenue.
• Partnered with marketing and sales to exceed revenue goals by 100%, achieving $10M in annual revenue.
• Led the development of a new CRM system, which improved data accuracy by 50% and enabled more personalized customer interactions.
• Streamlined hiring and training processes, reducing time-to-hire by 30% and onboarding time by 25%, enhancing workforce agility.

Edison, NJ, US

• 🌟 Core Responsibilities: Led cross-functional teams and facilitated strategic initiatives with over 150 contact center agents across North America and Latam to craft and implement a customer engagement strategy.
• Increased customer retention by 22%, contributing $1.1M in annual revenue growth through a comprehensive Voice of the Customer program.
• Developed an Agent Scorecard system, reducing attrition by 13% and improving team performance metrics by 17%.
• Identified cross-sell opportunities, generating an additional $2.7M in revenue through tailored engagement strategies.
• Developed an Agent Scorecard system with customized KPIs, reducing attrition by 13% and improving operational efficiency by 17%.
• Led the implementation of Individual Development Plans (IDPs), establishing clear succession pathways and resulting in a 25% increase in internal promotions.