Felix Castro
San Juan
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
7
7
years of professional experience
Work History
Contact Service Representative
Internal Service Revenue
08.2024 - Current
- Assisted colleagues with challenging situations as needed, sharing expertise and promoting teamwork within the contact center environment.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Utilized strong communication skills to clearly convey information to customers, minimizing misunderstandings and ensuring issue resolution.
- Delivered prompt service to prioritize customer needs.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Identified and resolved discrepancies and errors in customer accounts.
- Efficiently collected required information from customers, accurately inputting data into company systems for processing.
Customer Service Associate
Walgreens
06.2023 - 03.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Provided product and service recommendations to guide customers on products to meet varying needs.
- Maintained up-to-date knowledge of product and service changes.
Merchandiser
Goya De Puerto Rico Inc.
10.2022 - 05.2023
- Proposed new ideas and concepts to enhance merchandise displays.
- Developed merchandising strategy to efficiently move overstock.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Collaborated with store managers to determine best placement for merchandise displays.
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Organized store merchandise racks by size, style, and color.
DISTRIBUTION MANAGEMENT SPECIALIST
United States Marine Corps
05.2018 - 06.2022
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Evaluated employee performance and coached and trained to improve weak areas
- Increased efficiency and effectively supervised 30 team members to achieve optimal productivity.
- Collected, arranged, and input information into database system.
- Developed effective improvement plans in alignment with goals and specifications.
- Maintained database systems to track and analyze operational data.
Education
High School Diploma -
Colegio Bautista De Carolina
Carolina,PR05.2013
Skills
- Multitasking abilities
- Critical thinking
- Supervision
- Flexible & Adaptable
Accomplishments
Timeline
Contact Service Representative
Internal Service Revenue
08.2024 - Current
Customer Service Associate
Walgreens
06.2023 - 03.2024
Merchandiser
Goya De Puerto Rico Inc.
10.2022 - 05.2023
DISTRIBUTION MANAGEMENT SPECIALIST
United States Marine Corps
05.2018 - 06.2022
High School Diploma -
Colegio Bautista De Carolina