Luiangelo Castro
DIGITAL OPERATIONS MANAGER
Miami
Summary
Dynamic and bilingual experience strategist with a proven record in remote client success, brand coordination, and digital engagement. Expert in leading support operations, managing virtual brand campaigns, and improving customer journey experiences. Adept at CRM systems, analytics, and social media optimization. Trusted to lead cross-functional projects that drive customer satisfaction and long-term loyalty. Recognized for creative problem-solving and delivering human-first, tech-enabled service across global teams.
Overview
7
7
years of professional experience
2021
2021
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
BRAND OPERATIONS ASSISTANT (FASHION & DIGITAL)
Le Marais Projects
02.2024 - 07.2024
- Assisted in global brand activation projects and trend analysis for digital fashion campaigns.
- Launched multi-platform campaigns that increased user engagement by 20% in 60 days.
- Produced press and media assets for fashion events in Paris and Latin America.
- Maintained vendor relations, conducted data analysis, and optimized campaign briefs.
REMOTE CUSTOMER EXPERIENCE COORDINATOR
Foundever
01.2021 - 12.2023
- Spearheaded remote onboarding and support for fintech users across multiple product lines.
- Delivered human-centered support solutions for Cash App users, achieving 95% issue resolution.
- Designed client education guides and process maps to improve help desk efficiency.
- Collaborated with product teams to deliver feedback loops and reduce churn by 17%.
- Implemented CRM tagging to categorize user needs and streamline escalations.
DIGITAL PRODUCT EXPERIENCE ADVISOR
Apple Inc.
11.2018 - 12.2020
- Empowered consumers with hands-on product education and digital lifestyle solutions.
- Led in-store and virtual product workshops to drive customer loyalty.
- Served as product specialist for onboarding new device users and ecosystem migration.
- Partnered with Genius Bar to triage tech issues and reduce resolution time.
OPERATIONS & CLIENT EXPERIENCE ASSOCIATE
Sole on the Ocean
02.2017 - 10.2019
- Supported high-touch guest and event operations in a boutique hospitality environment.
- Oversaw front desk workflow and VIP experience logistics.
- Maintained guest satisfaction scores above 90% through proactive service recovery.
Education
Bachelor of Arts - Digital Strategy & Communications
Miami Dade College
Skills
- Customer Success
- Remote Support Systems
- CRM (Zendesk, HubSpot)
- Digital Campaigns
- Social Media Management
- Data Insights
- Cross-functional Team Coordination
- Brand Voice
- User Retention
- Remote Collaboration Tools (Slack, Zoom, Notion)
Certification
Customer Success Management, Coursera, 03/2024
Timeline
BRAND OPERATIONS ASSISTANT (FASHION & DIGITAL)
Le Marais Projects
02.2024 - 07.2024
REMOTE CUSTOMER EXPERIENCE COORDINATOR
Foundever
01.2021 - 12.2023
DIGITAL PRODUCT EXPERIENCE ADVISOR
Apple Inc.
11.2018 - 12.2020
OPERATIONS & CLIENT EXPERIENCE ASSOCIATE
Sole on the Ocean
02.2017 - 10.2019
Bachelor of Arts - Digital Strategy & Communications
Miami Dade College
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