Jose Castillo work email
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Jose Castillo personal email
💼 Proven Customer Success and Customer Experience Executive with a strong track record in driving business growth and enhancing customer satisfaction.📈 Expertise in strategizing large-scale expansions and managing multi-year roadmaps.🎯 Skilled in aligning business objectives with customer needs that produce profitable ROI.🌟 Specializes in business development, market positioning, and optimizing operational processes through innovative solutions.💡 Passionate about using data to drive strategic decisions and improve business models.💪🏼 Committed to building and leading high-performing teams that deliver exceptional customer experiences.📊 Currently pursuing certifications in Data Science and Python.📝 Preparing for the Lean Six Sigma Green Belt exam in 2024 to enhance technical skills and process improvement capabilities.🌟 Highlights of Achievements: 🌟 Directed a 500+ associate contact center, introducing self-service tools such as chatbots and automated IVR systems, reducing inbound call volume by 25% and achieving annual savings of $1.5M. 🌟 Drove customer retention initiatives that increased retention rates by 32%, resulting in an additional $2.7M in gross revenue.🌟 Integrated AI tools to automate customer pain points, decreasing escalations by 10% and improving first-call resolution by 30%. 🌟 Executed data driven voice of the customer campaign elevating Net Promoter Score (NPS) from -7.8 to 42.6.🌟 Achieved over $5M in cost savings through technology integrations. 🌟 Designed and implemented onboarding frameworks, increasing operational readiness and driving $14.5M in annualized revenue growth through improved service delivery.🌟 Built self-serve models to give customers more control, reducing costs and increasing satisfaction.📝 Expertise & Skills: Customer Relationship Management Team Leadership and Mentorship Process Improvement Cross-functional Collaboration Strategic Decision-Making Budget Management Lean Six Sigma Methodologies Enablement Customer Satisfaction Corporate Growth Metrics Customer Success Management New Product Launch P&L Ownership Strategy & Execution SOP Development
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Director Service DeliveryAssurantRoswell, Ga, Us -
Director Customer ExperienceCinch Home Services Jul 2022 - May 2024Boca 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 initiatives and competitive insights. Led change management across operations and promoted a collaborative culture with a mentorship program to support professional growth. Responsible for all departmental P & L (Profit and Loss). 📣 Highlights:● 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 inbound call volume, generating $1.5M in annual savings while improving customer accessibility.● 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. -
Vice President Customer ExperienceAnswer Remedy 2020 - Jul 2022🌟 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 relationship-building skills with client executives, including C-Suite and VP levels. Led the development of SOPs for the customer lifecycle and built partnerships with over 12 key accounts for small to medium businesses. Oversaw multi-regional locations across Latam and Asia.📣 Highlights:● 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.
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Vice President Customer ExperienceAmazon Home Warranty Aug 2018 - Mar 2020🌟 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, and performance, partnering with and leading sales, marketing and customer success teams to ensure goals were met. Handled workforce management, forecasting, vendor and partner management, and external brand reputation strategy. Ensured exceptional client experiences by optimizing workflows, driving performance improvements, and implementing best practices in customer service. 📣 Highlights:● 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.
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Director Of Customer SuccessChoice Home Warranty 2013 - 2018Edison, 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 grounded in feedback and organizational goals. Guided agents in account planning and exploring new opportunities, emphasizing customer success metrics. Regularly synthesized and presented trend analyses, value capture progress, and customer data insights to provide a comprehensive view of account health and customer journeys, ensuring leadership and continuity in customer engagement.📣 Highlights:● 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.● Partnered with the Center of Excellence to automate processes, reducing service cycle times by 20% and cutting costs by 15%.
Jose Castillo Skills
Jose Castillo Education Details
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Middlesex CollegeGeneral
Frequently Asked Questions about Jose Castillo
What company does Jose Castillo work for?
Jose Castillo works for Assurant
What is Jose Castillo's role at the current company?
Jose Castillo's current role is Director Service Delivery.
What is Jose Castillo's email address?
Jose Castillo's email address is jc****@****ces.com
What schools did Jose Castillo attend?
Jose Castillo attended Middlesex College.
What skills is Jose Castillo known for?
Jose Castillo has skills like Leadership, Team Building, Competitive Analytics, Employee Engagement, Team Collaborator, Customer Success, Microsoft Powerpoint, Advanced Business Communications And Presentation, Operational Process Development And Improvement, Strategic Program Planning, Business Development, English.
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