Wendy Ramos Castellanos
Denver
Summary
Experienced professional with 10+ years of experience managing high-volume caseloads, interviewing clients, collecting sensitive financial information, resolving disputes, and maintaining accurate records in compliance-driven environments. Skilled in working with distressed or hostile individuals, explaining policies and procedures, and documenting case activity with accuracy and confidentiality. Bilingual in English and Spanish, with a strong commitment to accountability, accessibility, inclusivity, and integrity.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Operations Manager
Guzman's Rentals
Commerce City
11.2023 - 10.2025
- Managed a high-volume workload involving multiple deadlines, customer accounts, and administrative responsibilities in a compliance-driven environment.
- Conducted in-depth client interviews in person and by phone to obtain accurate personal, financial, and contractual information.
- Reviewed payment histories and account balances to ensure accuracy prior to follow-up or enforcement action.
- Prepared and maintained formal documentation, correspondence, and records requiring accuracy and confidentiality.
- Resolved escalated payment disputes using negotiation, problem-solving, and de-escalation techniques.
- Ensured adherence to organizational policies, procedures, and documentation standards.
Customer Service Specialist
Guzman's Rentals
Commerce City
05.2021 - 11.2023
- Interviewed clients to gather detailed billing, payment, and account information.
- Explained policies, procedures, and payment obligations clearly to ensure understanding and compliance.
- Managed high call and live-chat volumes while maintaining professionalism and accuracy.
- Entered detailed case notes into CRM systems to support accurate tracking and follow-up.
- Handled sensitive financial information with discretion and confidentiality.
- Worked effectively with upset or distressed customers using empathy and de-escalation strategies.
General Manager
McDonald's
Denver
12.2017 - 03.2021
- Oversaw daily operations in a regulated, high-volume environment with 50+ employees.
- Ensured compliance with policies, labor regulations, and documentation standards.
- Addressed customer complaints and disputes professionally and fairly.
Receptionist Administrator
Martha Garzona's Tax Office
Los Angeles
09.2013 - 08.2017
- Managed front desk operations in a financial and document-sensitive environment.
- Collected client information and assisted with confidential administrative records.
- Maintained organized filing systems and professional client communication.
- Scheduled appointments and coordinated client consultations efficiently.
Education
High School Diploma -
Linda Esperanza Marquez High School-Libra Academy
Huntington Park, CA06-2014
Skills
- Client interviewing & information gathering
- Case documentation & records management
- Financial review, billing & payment processing
- Policy & procedure explanation
- Conflict resolution & de-escalation
- High-volume workload & deadline management
- Confidential information handling
- Customer service in human-centered environments
- Microsoft Word, Excel & Outlook
- CRM & electronic record systems
- Typing 60 WPM
- Bilingual communication (English/Spanish)
Certification
Valid driver's license
Additional
- Eligible for background check, fingerprinting, and security clearance
Timeline
Operations Manager
Guzman's Rentals
11.2023 - 10.2025
Customer Service Specialist
Guzman's Rentals
05.2021 - 11.2023
General Manager
McDonald's
12.2017 - 03.2021
Receptionist Administrator
Martha Garzona's Tax Office
09.2013 - 08.2017
High School Diploma -
Linda Esperanza Marquez High School-Libra Academy