Roberto Castillo Email & Phone Number

New York, Ny, Us

New York, Ny, Us

- Led the successful designs, implementations, and shipping of over 170 multi-channel chatbots across all lines of business within AT&T (USA) and AT&T Mexico. This required strategic collaboration, meticulous planning, and robust project management skills, reflecting the extensive product vision and roadmap.- Owned end-to-end bot process from configuration to user acceptance testing, with weekly performance optimization ensuring high accuracy rates, exemplifying dedicated product ownership and continual commitment to improvement.- Leveraged Natural Language Processing (NLP) platforms such as Sprinklr and Dialogflow to develop and refine AI-driven solutions, leading to significant improvements in user interaction, reduced response times, and diminished case volumes.- Utilized Agile methodologies including Scrum, Kanban, and Scaled Agile Framework (SAFe) to manage complex project scopes, deliverables, and timelines, demonstrating adaptive project management skills.- Achieved significant operational efficiency and cost savings by leading a strategic collaboration with AT&T Mexico and Sprinklr development teams in Q2 2021, transitioning from ISL chat provider to Sprinklr's live chat.- Simplified customer engagement process ensuring customer-initiated chats were assigned to the appropriate agents, streamlining customer service procedures and enhancing agent productivity.- Drove customer-centric product development by extending chat functionality across AT&T Mexico's website and expanding AT&T Mexico's conversational UI bot, offering self-service options and guidance for all top contact drivers.- Facilitated a 50% increase in bot interaction cases, reduced average case duration time by 60% (from 8.5 hours to 3.5 hours), and increased cases resolved without agent interaction from 3% to 23%, demonstrating a data-driven approach and commitment to continuous product improvement.

- Launched and scaled the growth of a dynamic online business community, from inception to over 1 million users. Owned the complete product lifecycle, handling customer relations, strategic market positioning, and compelling content creation, showcasing robust product management skills. - Strategically redesigned the Business Community platform, enhancing user experiences across mobile and desktop environments, resulting in an increased session duration by 30% and a 20% uptick in daily active users. - Developed and executed innovative go-to-market strategies and marketing events such as sweepstakes, contests, and live events. This drove a 25% increase in user registration and a 20% boost in user participation, indicating successful product growth strategy execution. - Led a cross-functional team of 15 professionals managing customer interactions across various platforms, including Twitter, Facebook, YouTube, LinkedIn, and AT&T Business Community. This initiative led to a 30% increase in customer satisfaction scores and a 20% decrease in resolution time. - Formulated a customer-centric communication strategy for business social media platforms, directly leading to a 25% increase in user engagement and a 15% increase in user base, reflecting product positioning and promotion acumen. - Implemented improved SEO strategies, which boosted traffic to the AT&T Business Community by 35% and improved the community's ranking on search engine results by 50%. - Spearheaded user acceptance testing for new software tools, providing critical early-stage feedback and ensuring tools' effectiveness. This hands-on approach resulted in a 20% improvement in team productivity and a 15% reduction in software-related issues. - Initiated a comprehensive user feedback system that was instrumental in product development, leading to a 30% increase in user retention and a Net Promoter Score (NPS) increase from 50 to 75 over a 2-year period.

- Managed and oversaw contractors providing local helpdesk support for remote sites, ensuring consistent service quality across locations.- Initiated a vendor performance review system, fostering a competitive environment and prompting vendors to improve their performance, resulting in a 10% overall improvement in service quality.- Pioneered an initiative to cross-train agents on quad-skills, diversifying their capabilities, and increasing operational flexibility. This strategic move led to a 20% reduction in response time and a 15% increase in customer satisfaction scores.- Implemented rigorous call metric analysis, resulting in the development of strategic action plans that improved call center performance by 25% over the year.- Established robust vendor relations, leading to improved service quality and a 20% reduction in vendor-related issues. This resulted in seamless business continuity and enhanced operational efficiency.- Developed disaster recovery strategies that ensure business continuity in the event of emergencies, reducing potential business disruption by 80%.- Collaborated with cross-functional teams to establish a streamlined communication channel, improving team efficiency by 20% and ensuring alignment with business goals.- Leveraged Agile methodologies to manage vendor-related projects, ensuring timely delivery and optimal resource allocation.

- Demonstrated strong leadership skills in managing diverse technical teams including Advanced Network Services (ANS), Laptop Connect, and Technical Service Desk (TSD), overseeing the training and development of over 100 Tier I and II employees.- Drove customer-centric approach within the US IT Service Desk operation, reducing customer complaints by 25% and improving overall customer experience.- Established robust support coordination procedures between Service Desk and tier 2 & 3 resources, leading to a 20% decrease in customer resolution times.- Authored Service Level Agreements (SLA/SLOs) and key performance metrics, enhancing team accountability and consistently meeting set targets.- Implemented industry best practice support models, improving client service and transitioning the department towards a more customer-focused IT service provision.- Provided the highest level of escalation for customer problems within the Service Desk team, ensuring swift and satisfactory resolution of major issues.- Developed end-user facing knowledge base articles in support of a self-service portal, reducing the number of tickets serviced by the service desk by 30%.- Spearheaded initiatives to move the team towards an 85% target for First Contact Resolution, thereby enhancing efficiency and customer satisfaction.- Managed on-call rotation procedures, ensuring seamless tech support after regular business hours and on weekends.- Developed relationships with key internal stakeholders to understand their needs, leading to better alignment of IT services with business requirements.- Led the deployment of new departmental processes, products, and systems, leading to a 15% increase in operational efficiency.

Bachelor Of Science - Information Technology

Certificate, Networking