Alexis Castro

  • Customer service
  • Phoenix, AZ, 85015, US
  • Apr 10, 2022
Full time Admin-Clerical Business Development Customer Service Inventory Research

Personal Summary

Skills
• Windows 7
• MS-Word
• MS-Excel
• Zimbra Desktop
• Open Office
• MS-PowerPoint
• Deltek
• Sales force
• 10-Key
• PeopleSoft
• Zendesk's

Work Experience

On-line Manager
Feb 2021 - Present Tobasham

Resolved issues quicky to maintain productivity goals and accomplished multiple tasks within
established time frames.
• Developed and maintained relationships with customers and suppliers through account development.
• Coordinated special projects and managed schedules
• Maintained computer and physical filing system.
• Developed and produced products and copy for company
• Built and maintained company website.
• Created all marketing materials and maintained all social media platforms such as Facebook and Tic Tok.

Field Operator/Team Investigator
Sep 2018 - Jan 2020 Target CW

Responsible for mentoring new employees and training on company safety standards keeping scooter
related accidents from occurring 98% to 100%.
• Transport Scooters to required locations, removing all scooters in red zone.
• Make sure all scheduled task is completed accurately
• Completed daily housekeeping tasks to keep scooters compliant and ready for customers.
• Verified work of all remote staff, documented when the staff was not in compliance and sent reports
directly to the manager.
• Saved the company about $190,000 in revenue from hours saved from staff either getting in compliance
or from being terminated because of my findings. Also, from being a trainer part-time.

Customer Service Supervisor
Apr 2015 - Sep 2018 Target

Performed refunds and worked closely with UPS and USPS tracking shipments and arranging pick-up
and cancellations.
• Handled complaints from customers through phone, chat, and email with compassion and integrity
which resulted in a 20% increase in first call resolution.
• Utilized customer service skills to calm irate callers and addressed negative customer feedback
immediately. Which maintained ratings high.
• Monitored daily activities of the customer service team, providing guidance and encouragement to optimize productivity.
• Assisted staff in resolving complex customer issues and implementing targeted solutions.

Partner Account Specialist
Jan 2014 - Apr 2015 Yodle

• Responded and executed 50 or more inbound device requests via telephone and email inquiries.
• Gave feedback to management regarding necessary changes and updates, including policies, upgrades,
and customer care issues. Investigated
• Performance issues with the client (search engine marketing) SEM and search engine optimization (SEO)
campaigns.

Lighthouse Marketing Associate
May 2014 - Dec 2014 Yodle

• Create initial website and SEM/SEO campaigns following Yodle protocols for new customers daily
• Complete initial error checks on new accounts to ensure they are spending and live without error
• Respond to website and campaign change requests via a queue
• React quickly to escalated accounts assigned to you for fast completion
• Work with leadership to provide feedback and suggestions on how to improve overall process as well
as report any troubleshooting issues

Document Imaging Specialist
Jun 2011 - Dec 2013 ICM Document Solutions

Utilized fast document scanner to scan approximately 3000 images per hour, large format documents
and large maps.

Manager
Mar 2007 - May 2011 Rem-Ri Publishing LLC

• Implemented HR policies, procedures, and programs on a consistent basis.
• Approved travel expenses and reimbursement requests.
• Led employee performance reviews and discussed improvement strategies with each team member.
• Managed day-to-day operations, including supervision and assignment delegation for a member team
of 12.
• Increased productivity by 20% and reduced material waste by 10% by consistently seeking efficiencies.
• Decreased costs by negotiating with vendors and suppliers for better prices.
• Oversaw personnel recruitment, performance, and scheduling.
• Saved the company an average of about $150,000 a year in hours from performing two other full-time
positions.

Administrative Assistant
Jan 2005 - Feb 2007 San Jose Mercury News

Improved office efficiency and customer service by 60% by overhauling previously haphazard filing
system.
• Collected and organized sales performance and forecast analysis on weekly basis.
• Completed minor advertising graphic adjustments for sales representatives to achieve high-level
customer satisfaction results.
• Provided administrative support on marketing projects supporting Cars.com and Apartments.com.
• Created and maintained spreadsheets and developed administrative and logistical reports.
• Processed financial documents including contracts, expense reports, and invoices.
• Tracked and submitted employee timesheets to the accounting department for payroll processing.

Customer service
Jan 2003 - Jan 2004 University of Phoenix


• Provided excellent customer service in a high-volume call center and assisting potential students with enrollment questions and sending out literature.
• Documented student information into database and allocated leads according to guidelines set by
departmental policy.
• Investigated and researched errors in sales lead assignments, communicated closely with enrollment
managers and counselors.
• Oversaw training for all new employees and current employees, coordinated refresher training classes
and updates to procedures.

Customer Service Payroll Specialists
Apr 2000 - Jan 2003 Honeywell Global Business Service

• Provided excellent customer service in a high-volume call center in payroll environment
• Corrected payroll issues such as incorrect hours, taxes, Holiday pay, vacation, and sick time
• Administered changes in tax status, address, direct deposit, and state of residency as well as field W-2
inquiries.
• Handled data entry of all new employee's tax information and kept excel spreadsheet with totals and balanced payroll every month, reporting to department manager.
• Used payroll accounting software PeopleSoft on daily basis

Customer Service Lead
Sep 1997 - Feb 2000 Tosco Corporation/Union 76 Gas

Provided excellent customer services in a high-volume call center in accounting department in gas
industry.
• Researched & resolved accounting issues to maintain superior customer satisfaction
• Maintained oversight of key areas: administrative duties, training, and customer complaints.
• Assumed departmental supervisory role in mangers absence.
• Developed and implemented new associate training process. Created training materials, maintained
updates, and conducted training classes & new employee orientations.
• Analyzed customer accounts and when errors were reported. I performed detailed audits and resolved
duplicate billing issues and concerns using general accounting principles.

Education

Associate of Science in Information Technology - Information Technology
May 2018 - Present DeVry University