Raymond Castillo Email & Phone Number

Customer-focused Manager with 15+ years of success delivering outstanding customer experiences through global technology support, talent development, and strategic operations leadership. Technical Services Expert with a history of coaching global teams and offering innovative solutions to boost customer satisfaction. Exemplary Leader dedicated to driving initiatives and interventions that achieve customer success and operational goals. Proven Manager driving success by mentoring large teams as direct reports and implementing key strategies supporting large enterprise clients. High-level skill set building global technical support teams and remote management. 15+ years of inspiring partners to drive tactical and strategic decisions and track long-term business outcomes. Implementing improvements by establishing lifecycle feedback in CX Product Management and CX Success Programs. Experienced leader creating end-to-end CX strategies and roadmaps with channel partners through technical support.MANAGEMENT & EXPERTISE: • Global Customer Support • Customer Success • Technical Services • Professional Services • Presentations and Public Speaking • Partner Enablement Services • Portfolio and Program Management (Agile, Waterfall, Lean) • Resource Management and Staffing • Talent Development (Coaching, Mentoring, Succession Planning) • Financial Planning and Budget Management • Vendor Management and Global Outsourcing • Software Industry including SaaS • IT and Release Management • Contact Center and Call Center Management including KPI scorecards • Innovation Office • Sponsor several community groups TECHNOLOGY SKILLS • Microsoft Office Suite • Microsoft 365 • Adobe Acrobat • Video Conferencing (Webex, Zoom, Teams) • DocuSign • IT Service Management Systems (Remedy, Salesforce Lightning)

Listed skills include Cisco Systems Products, Unified Communications, Voice Over Ip, Telecommunications, and 6 others.

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  Devry University

  Engineering