Thank you!
Jhonatan Castillo
Hardware And Software Technical Support
Apodaca
Summary
Dynamic Customer Care Expert with extensive experience at Sutherland Global Services, excelling in complaint handling and technical troubleshooting. Proven track record of enhancing customer satisfaction through active listening and effective communication. Successfully resolved complex issues, contributing to improved client retention and overall team performance.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Customer Care Expert - Tier 2
Sutherland Global Services
02.2023 - 03.2025
- Provided constructive feedback during team meetings based on personal experiences in order to elevate collective performance levels.
- Developed comprehensive knowledge of products and services to effectively address customer inquiries and concerns.
- Resolved issues related to software, hardware and networking needs.
- Achieved high levels of customer satisfaction through empathy, active listening, and clear communication skills.
Customer Care Team Lead
Teks Solutions
11.2020 - 09.2022
- Handled escalated customer concerns, resolving situations satisfactorily and restoring clients confidence in the company.
- Collaborated with management to develop strategies for improving overall customer experience.
- Monitored call center metrics to keep track of individual and team performance against set targets.
- Coordinated with other departments to resolve complex customer issues, resulting in increased client retention rates.
Customer Care Representative
Teleperformance
02.2019 - 03.2020
- Assisted call-in customers with questions and orders.
- Managed high call volume with exceptional professionalism and efficiency.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Education
High School Diploma -
Universidad Metropolitana De Monterrey
Apodaca, Nuevo León, Mexico 05.2001 -
Skills
Complaint handling
First call resolution
Call center experience
Time management
Technical troubleshooting
Product knowledge
Verbal and written communication
Active listening
Computer skills
Problem-solving skills
Microsoft office
Self motivation
Software
Timeline
Customer Care Expert - Tier 2
Sutherland Global Services
02.2023 - 03.2025
Customer Care Team Lead
Teks Solutions
11.2020 - 09.2022
Customer Care Representative
Teleperformance
02.2019 - 03.2020
High School Diploma -
Universidad Metropolitana De Monterrey
05.2001 -
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