Michael Castro Email & Phone Number

Valenzuela, NCR, PH

Pasig, National Capital Region, Philippines

• As a Network and Business Operations Manager, I take pride in overseeing and optimizing both network infrastructure and business processes to ensure seamless integration and performance across the organization. My role.
• Managing network installation, configuration, and maintenance to support business functions and ensure continuity.
• Developing and implementing strategies to optimize business operations, focusing on cost reduction, performance improvement, and efficiency.
• Collaborating with cross-functional teams, including IT, finance, marketing, and sales, to align network capabilities with organizational goals.
• Proactively managing risks, implementing disaster recovery protocols, and ensuring network and operational continuity.
• Building strong relationships with external vendors and ensuring that their services meet our technical and operational needs.

Kansas City, Missouri, United States

Philippines

United States

• Bringin out the best out of people by collaborating and sharing of best practices and keeping them engaged in their day to day activity is my passion. Creating a culture of compassion towards customers and providing an.
• Weekly and Monthly Business Review
• Client Reporting
• Appraisal Management
• Root Cause Analysis
• Triad Sessions

Atlanta, Georgia, United States

Managing day to day activities of VA including touch base with partner clients to assess on going projects, coaching virtual assistants and presenting weekly progress reports about task and contact rates based from daily productivity

Quezon City, National Capital Region, Philippines

- Reports creation- Data Analysis- Attrition Analysis- Module Creation- Learning Academy- Feedback Process- Payroll POC- Classroom Management- Development process- Training intervention- Continuous Education

- Handling products specific training for new hires.- Certification for New Hires.- OJT and ABAY support for new hire class.- Deliberation- Admin task for Training and Development

• Providing excellent and quality customer service by providing our clients their needs thru a business/ scientific approach in handling their concern.We provide assistance such as:
• New connect service
• Service Upgrade
• Billing Concern
• Technical Support

Handling projects for an international company based here in the Philippines which is the main focus will as follows:- Data Gathering- Financial Reporting- Revenue and Cost- Planning and Implementation- Contingency Plan and Analysis- Incentive Scheme and Planning- Man Power Request- Failure Mode Analysis- Cost Adjustment/sProject initializing more on the.

Eastwood City Libis

- Weekly/ Monthly Business Reviews- Coaching and feedback.- Team pre/ post shift meeting and discussion.- Service Level meetings.- Ensuring client update/s were shared.- Appraisal.- Employee Relation.- Employee Engagement.- Employee Case Management.- Admin/ Procurement POC.- HR POC.- Payroll POC.- Budgetting

- Handling a team with 10-15 FTE'S.- Ensuring client targets are being met.- Coaching and feedback.- Team pre/ post shift discussion.- Team update for metrics (daily/ weekly/ monthly).- Time keeping.

- Operations POC for Payroll.- Operations POC for Human Resources.- Operations POC for Admin and Procurement.- AMS POC- Client reporting- Incentive creation and processing- Incentive upload- Budgeting- Financial report

- Handling calls for a US based travel account.- Using SABRE System for modifying flights.- Minor/ Major Scheduled change.- Customer service.- Booking reservations.

- Handling 10 - 15 FTE's for a US based pharmacy account.- Providing feedback.- Coaching.- Team pre/ post shift discussion.- Team metrics (daily/ weekly/ monthly).- Time keeping.- Handling escalated calls.

- Handling calls for a US health care provider.- Handling provider calls.- Providing health benefits for customers.

- Handling 20 - 30 FTE's handling pure escalated calls for a US Telecom Account.- Handling managerial escalations.- Client reporting.- Coaching and feedback.- Employee motivation.- Team pre/post shift briefing and discussion.- Goal setting.- Time keeping.

Marikina City

- Customer Service- Troubleshooting- Investigating specialist

Bachelor Of Science (Bs), Nursing

2nd Year Level Representative for Nursing Department and Over all Student Councilor for the Student Body

Bachelor Of Business Administration (B.B.A.), Business Administration And Management, General