Michael Castillo
Customer Success & Operations Expert | Streamlining Support, Management & Projects For Enhanced Client Satisfaction
Usme
Summary
Experienced Virtual Assistant with a strong background in customer care, fleet management, and digital communication. Skilled in optimizing operations, managing schedules, and driving brand visibility through marketing and social media. Proven ability to support sales efforts, enhance client engagement, and deliver exceptional remote support to boost client success.
Overview
2025
2025
years of professional experience
1
1
year of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Landbird Specialist
Landbird
7 2024 - Current
- Managing client relationships, providing tailored rental solutions, and resolving escalations to maintain long-term partnerships and client satisfaction
- Overseeing fleet management, optimizing vehicle allocation, and ensuring seamless operations to meet both B2B and B2C demands
- Conducting market research to identify new business opportunities, supporting marketing initiatives, and reaching out to potential clients with targeted offers
- Educating clients on rental policies, vehicle features, and safety guidelines, while also conducting follow-up calls to ensure satisfaction and address post-rental inquiries
- Processing payments securely, managing financial transactions, and maintaining accurate customer records in the CRM system
- Leading training sessions for team members, staying updated on industry trends, and implementing process improvements to enhance service efficiency
Community Manager
Speedcubing Colombia
01.2022 - Current
- Actively engage with the speedcubing community through various social media platforms, including Facebook, Instagram, Twitter, and online forums
- Create engaging and relevant content such as posts, articles, videos, and graphics to share news, updates, and tips related to speedcubing
- Monitor online discussions, respond to inquiries, and foster a positive and supportive environment within the community
- Promote upcoming competitions, workshops, and other speedcubing-related events to encourage participation and enthusiasm among members
Rental Agent
Landbird
04.2024 - 07.2024
- Provided exceptional customer service by analyzing and fulfilling rental needs over the phone
- Efficiently created and managed reservations, ensuring accurate and timely processing
- Monitored fleet availability, optimizing vehicle allocation to meet customer demands
- Resolved customer complaints with professionalism and empathy, ensuring high satisfaction levels
- Collaborated with team members to maintain smooth operations and consistent service quality
- Educated customers on rental policies, vehicle features, and safety guidelines
- Conducted follow-up calls to ensure post-rental satisfaction and address any inquiries
- Securely processed payments and managed financial transactions
- Maintained accurate customer records and reservation details in the CRM system
- Identified and implemented process improvements to enhance service efficiency
- Supported marketing initiatives by promoting special offers and loyalty programs
- Actively participated in training sessions to stay updated on company policies and industry trends
Work Force Real Time Analyst
Ubiquity
02.2023 - 04.2024
- Keeping a close eye on incoming data streams and systems to detect any anomalies or trends that may require immediate attention
- Using various analytical tools and techniques to analyze real-time data and identify patterns, trends, and correlations that could impact business operations
- Generating actionable insights and recommendations based on real-time data analysis to drive business strategies, improve processes, and enhance performance
- Working closely with cross-functional teams such as operations, IT, and management to communicate findings, implement solutions, and ensure alignment with organizational goals
- Creating reports, dashboards, and documentation to summarize real-time data analysis findings, trends, and key performance indicators for stakeholders
- Continuously monitoring and refining real-time monitoring and analysis processes to enhance efficiency, accuracy, and effectiveness
E4E Relief Applicant Support Specialist
Ubiquity
02.2022 - 02.2023
- Guide clients through grant application process adhering to program parameters
- Enter client interaction details in CRM system to track requests, document problems, and record solutions offered
- Offer direction and assistance to clients, paying attention to special needs or wants
- Answer on average 40 client telephone calls daily to avoid on-hold wait times
- Conduct client interviews to assess compliance with related laws, policies, and regulations
- Process application life cycle from preparation through final close-out
Teledyne FLIR & Raymarine Senior Quality Evaluator
Concentrix
11.2020 - 02.2022
- Responsible for creating reports in order to give visibility about operations performance
- Daily transaction auditing, in charge of monitoring daily operations work
- Coaching delivery in order address opportunity areas timely
- Responsible to organize weekly calibrations
- Support to Marine Devices Technicians and end users
Lorex Back Office Support Technician
Concentrix
10.2019 - 11.2020
- Inbound and Outbound support through calls and emails for CCTVs Technicians and end users
- Responsible for RMA approvals, status and tracking
- Support for online orders, back-ordered items
- Responsible to re-direct support/customer service and sales tickets to departments in charge
- Basic sales guidance, advice and recommendations for end users
- Support to Mobile Apps and Client Software
- Advanced Networking troubleshooting
- Remote support through several platforms
Lorex CCTV Support Technician
Concentrix
04.2019 - 10.2019
- Support to Mobile Apps and Client Software
- Advanced Networking troubleshooting
- Remote support through several platforms
- Support to CCTVs Technicians and end users
Store Manager
Rubik Cube Star
01.2017 - 11.2017
- Responsible to achieve sales goals
- Creating performance reports
- Leadership and setting expectations
- Video making for product's reviews
- Social Media management
- Customer Service and Order inquiries
Store Manager
Genius Cube Store
01.2016 - 12.2016
- Responsible to achieve sales goals
- Creating performance reports
- Leadership and setting expectations
- Video making for product's reviews
- Social Media management
- Customer Service and Order inquiries
Education
Bilingual Expert on BPO - Administración y gestión de empresas, general
Servicio Nacional de Aprendizaje (SENA)
05.2018 - 04.2019
Skills
Conflict Resolution
Client Relationship Management
Multichannel Support (Phone, Email, Chat)
Service Quality Assurance
Client Onboarding & Follow-up
Troubleshooting & Issue Resolution
Technical Documentation & Reporting
System Diagnostics & Maintenance
Lead Generation & Qualification
Certification
Curso de Pensamiento Lógico: Algoritmos y Diagramas de Flujo
Timeline
Rental Agent
Landbird
04.2024 - 07.2024
Work Force Real Time Analyst
Ubiquity
02.2023 - 04.2024
E4E Relief Applicant Support Specialist
Ubiquity
02.2022 - 02.2023
Community Manager
Speedcubing Colombia
01.2022 - Current
Teledyne FLIR & Raymarine Senior Quality Evaluator
Concentrix
11.2020 - 02.2022
Lorex Back Office Support Technician
Concentrix
10.2019 - 11.2020
Lorex CCTV Support Technician
Concentrix
04.2019 - 10.2019
Bilingual Expert on BPO - Administración y gestión de empresas, general
Servicio Nacional de Aprendizaje (SENA)
05.2018 - 04.2019
Store Manager
Rubik Cube Star
01.2017 - 11.2017
Store Manager
Genius Cube Store
01.2016 - 12.2016
Landbird Specialist
Landbird
7 2024 - Current
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