Walter Castro Jr. Email & Phone Number

Oakland, Ca, Us

Alameda, Ca, Us

San Francisco, Ca, Us

Salt Lake City, Utah, Us

Washington, D.C., Us

▪ Migrate Zendesk Knowledge (~2000 knowledge articles) and Support Functions to Salesforce Platform, saving $50k/month in platform costs▪ Design and Launch a Global Community Cloud solution to support 20 countries in 21 languages approximately 500k visitors per month▪ Configure & Project Manage Salesforce customizations(workflows, process builders)▪ Improve work flow for Call Center Agent with Salesforce Service Console features (Lightning Knowledge)▪ Generate insights to define KPIs for the support team, tracking Case Deflection, Case Closure Time, and Customer Satisfaction▪ Coordinate Release Management efforts for Salesforce customizations including; UAT, change control, and deployments▪ Cross-functionally worked with; Compliance, Quality, IT, Dev Operations, Digital Operations, and Customer Operations to optimize the use of Salesforce ▪ Defined dashboards for Customer Operation performance via Tableau

Berkeley, Ca, Us

▪ Lead app development managing developer teams of 2-3 from inception through release▪ Consulted clients on; CRM/Salesforce best practices, processes, and functions ▪ Implemented internal business processes to improve project management and streamline service▪ Customized Salesforce Service Cloud, Sales Cloud, Community Cloud▪ Migrated clients from Salesforce Classic to Lightning ▪ Generate insights and reports utilizing; SOQL and Report Builder(Classic & Lightning)

Managed all technical operations items including; database management, learning management system, IT infrastructureDeveloped automation to schedule classes streamlining the production of trainings in all Bay Area CountiesBuilt a reporting system for county staff development personnel to use to track trainee completion of state required courses

Chaoyang District, Beijing, Cn

 Oversee product lifecycle of smartphone and mobile accessories from design to launch• Project manage launch of learning management system meant to drive brand awareness and sales • Design processes around communication, supply chain, and project management for new startup • Conduct market research on competitive landscape of mobile industry• Advocate as brand ambassador for media and industry events

San Francisco, California, Us

• Deliver outstanding client service maintaining +80% Net Promoter Score across all projects• Consult clients on IT project advising them about IT best practices• Coordinate implementation of new services; cloud fileshare, server migrations, and VOIP migrations• Manage office moves, coordinating deployment of IT infrastructure

San Francisco, California, Us

• Processed over $200k in product orders for 60+ clients• Advised clients on computer hardware that will fit their user/business needs• Functioned as an office manager ensuring office is properly supplied • On boarded and trained new hires on internal processes

Panamá, Panamá, Pa

• Attended 135 hours of Assurance I & II training seminars • Audited internal controls to ensure the identifying of risks and misstatements• Compiled information to produce a report for team member to better understand the entity• Investigated financial records seeking material misstatements in the reports• Interviewed clients to better understand their company and operations • Translated reports, questionnaires, and conversations between English and Spanish

• Successfully outreached to 100s of Alumni by creating rapport and building connections• Fundraised $10,000 by requesting and negotiating pledges from Alumni• Tracked personal pledge statistics and generated reports for further analysis

Concord, California, Us

• Processed approximately $200,000 in revenue and expenditures• Corresponded with clients regarding their case and account• Drafted and reviewed legal documents saving the lawyers 3-4 hrs/week or $900-$1.2k in costs• Translated for Spanish speaking clients• Prepared and distributed bi-weekly payroll of $10,000• Researched information regarding case, client and opposition

Costa Mesa, California, Us

• Hired and trained staff to meet customer service & sales targets • Assessed associate productivity and allocated priority hours by productivity• Monitored daily sales for quality, risk and adherence to store policy• Assisted with the scheduling of 200 payroll hours a week• Provided associates with product information• Conducted group interviews