Mike Castaneda Email & Phone Number

Tulsa, Ok, Us

Kansas City, Mo, Us

Consistently spearheaded initiatives to streamline operations, enhance efficiency, and ensure unwavering accuracy. My knowledge of SQL and VBA has revolutionized manual processes, introducing automation that not only saved time but also significantly reduced errors.Advocating for forward-thinking strategies, I championed the automation of BPO employee information through HRIS feeds, eliminating the need for tedious Excel-based workflows and further advancing operational excellence.Within my first year, I elevated the department's engagement score from a modest 68 to an impressive 88. Lead the creation of insightful reporting, showcasing the intraday impact by line of business, forecasting against scheduled FTE, and proposing a comprehensive overhaul of an outdated queue escalation plan. These initiatives illuminated the path toward strategic growth and resource optimization.Served as the point of contact (POC) for CX1/InContact and IEX software troubleshooting.Maintained open lines of communication with enterprise leadership, providing vital insights into critical issues such as outages, volume spikes, and emerging call-driving trends. This collaborative approach ensured agile responsiveness to rapidly evolving challenges.

Englewood, Co, Us

Led real-time adjustments to agent staffing levels for DISH and Sling, aligning operations with service level targets, and ensuring superior customer experiences during peak demand periods. My proactive approach ensured optimal resource allocation at all times.Established a strong rapport with enterprise leadership by consistently delivering critical insights into customer experience optimization. Regularly reported on vital agent and customer metrics, contributing to the organization's strategic direction and success.Demonstrated unwavering commitment by being available during off-hours for ad-hoc discussions and reporting. This availability ensured swift responses and effective problem resolution during periods of high call volume or high-visibility events, showcasing my dedication to operational excellence.Continued to actively participate in beta testing phases of WFM software updates and enhancements. This hands-on experience equipped me with valuable insights into software functionality, enabling me to contribute to seamless deployments that positively impacted the team's productivity.Collaborated closely with BPOs to streamline processes, leveraging their industry expertise to implement improvements that resulted in better adherence to aux, reduced costs, and improved overall service quality.

Englewood, Co, Us

Meticulously ensured that inbound call operations and outbound campaign management, if applicable to the location, strictly adhered to company goals and business rules. Served as a dynamic leader on the engagement committee, spearheading initiatives to elevate employee engagement levels within the WFM org. This led to an increase from an initial score of 78 to a remarkable 84 during my tenure. This achievement was realized through the creation and implementation of engaging team-building activities and competitions, fostering a vibrant workplace culture that inspired heightened motivation and collaboration among team members.Pioneered the development of a meticulous and effective process to audit Teleopti settings and configuration, contributing significantly to error reduction during the organization-wide shift bid process. This innovative approach ensured that critical WFM parameters were rigorously reviewed and aligned with precision, resulting in improved accuracy and efficiency during the shift bidding process, ultimately enhancing overall workforce productivity.Served as the primary point of contact for internal Teleopti/WFM software troubleshooting, demonstrating proficiency in resolving software-related issues promptly and effectively. Coordinated with software vendors to schedule enhancements and deployments, ensuring the software remained optimized for workforce management needs.Initiated, implemented, and enforced robust processes related to reporting and performance appraisals, enhancing transparency and accountability within the organization.

Englewood, Co, Us

Recommends the final course of action among several alternatives for enhancements to operational policies, procedures, and systems.Maintains and applies expert knowledge of practices and procedures in areas of expertise and maintains a broad knowledge of practices and procedures of other departments.Delegate projects and other job duties to direct reports as needed to allow them the opportunity to grow and develop their skill sets while ensuring deadlines and tasks are completed.

Englewood, Co, Us

Perform regular intersystem audits to ensure accurate data as well as preparing reports on a daily, weekly, and monthly basis.Manage call routing and aux usage utilization to ensure incoming calls are timely answered.Create tickets for employees to grant system access and facilitate team assignments.

Englewood, Co, Us

Provide a real world experience to new Customer Care Specialist by linking knowledge from the classroom to the skills necessary to provide the customer with a positive experience.Accurately responds to questions from new hires to aid the knowledge transfer during the on the job training process while performing hands on practice with new agents on equipment and computer software.Assist in coverage or special projects as assigned by supervisory and call center administration staff while maintaining a professional demeanor.

Englewood, Co, Us

Attend to customer concerns and resolve to complete customer satisfactionAssist with customer service inquiries regarding billing, technological and general information requestHandle customer calls relating to satellite television, programming and entertainment services, products and satellite systems/accessories

Broken Arrow, Oklahoma, Us

Maintained control of call center; ensuring agents remain on task and productiveAnswered difficult callers’ inquiries and problems professionally and in timely mannerAssisted agents who had questions; promptly cancelled alerts; responded to agents’ requestsMonitor agent production percentages and live calls; provide feedback to promote customer service excellence

Master Of Business Administration - Mba

Bachelor'S Degree, Business Administration And Management, General

Associate'S Degree, Business Administration And Management, General