Andrew James Castro

Provide on-demand spoken language support through phone to improve interactions among individuals with limited English or Spanish comprehension.

• Provide daily support to customers for a mobile telecommunications company, managing inquiries and ensuring customer satisfaction.

• Assisted medical professionals by verifying benefits and medication statuses directly with insurance providers.

• Handled daily inquiries from prospective and current customers, driving revenue through the upselling of additional services and new contracts.

• Resolved customer inquiries regarding packages, orders, and Prime memberships, consistently aiming for first-call resolution.

• Supported members with daily banking inquiries, provided necessary information, and managed technical support tickets.

• Delivered exceptional support by anticipating unspoken needs and offering customized solutions to enhance the customer experience.

• Supported B2B clients with billing inquiries, product purchases, and general account information.

• Managed daily banking accounts, products, and services via phone and email support.
• Acted as a "Digital Quarterback," bridging the gap between representatives and customer requests to optimize the client experience.
• Planned and organized team activities based on client requirements to ensure optimal workflow.

• Evaluated call recordings to provide constructive, efficient feedback to agents based on established guidelines and quality processes.
• Collaborated with supervisors and team leaders to plan team activities aligned with campaign requirements.