Yuldreth Castro
Barranquilla
Summary
Customer Success and Service Delivery professional with 4+ years of experience leading global teams, managing strategic customer relationships, and delivering exceptional service in multinational environments. Experienced in Salesforce CRM, SLA management, cross-functional collaboration, and process improvement, with a proven ability to enhance customer satisfaction, drive operational excellence, and build long-term client partnerships.
Overview
4
4
years of professional experience
Work History
Global Service Relations Manager
Foundever | Cisco Project
2024.01 - 2026.05
- Led a team of 8–10 Global Service Specialists managing 80+ customer cases daily, ensuring proactive follow-ups through Salesforce CRM while consistently meeting KPIs and SLAs.
- Maintained 98%+ SLA compliance, achieving an average first response time of
- Served as the primary escalation point for critical customer issues, collaborating with Technical Support, Sales, Product Management, and Contract teams to deliver timely resolutions.
- Built strong relationships with international customers and cross-functional stakeholders, ensuring high customer satisfaction and service excellence.
- Leveraged Salesforce dashboards and performance reports to drive operational improvements and support data-driven decision-making.
Customer Service Team Lead
Foundever | Cisco Project
2023.02 - 2024.12
- Led a team of 20–25 Customer Service professionals, providing coaching, mentoring, and performance management to improve service quality and team development.
- Reduced incorrectly created customer cases from 9% to 3%, exceeding the organizational target of 8% by implementing quality initiatives, coaching, and process improvements.
- Conducted quality audits and developed targeted training programs that enhanced customer interactions and operational performance.
- Monitored KPIs and collaborated with leadership to implement strategies that improved customer satisfaction and team effectiveness.
Customer Service Agent
Foundever | Cisco Project
2022.03 - 2023.02
- Delivered high-quality customer support by resolving complex inquiries across multiple communication channels.
- Built strong customer relationships through effective communication, empathy, and solution-oriented service.
- Consistently met service level expectations while ensuring timely issue resolution and customer satisfaction.
Education
Diploma - Strength of Teachers´ Skills in Foreign Languages
Universidad Del Atlantico
BarranquillaBachelor - Foreign Language Teacher
Universidad Del Atlantico
Barranquilla2023-05
Diploma - Teaching And University Didactics
Politecnico Superior De Colombia
BarranquillaSkills
- Native in Spanish
- Advanced level in English
- Six Sigma White Belt
- IT Essentials
Accomplishments
- 98%+ SLA compliance across global service operations.
- Managed a team of 8–10 specialists handling 80+ customer cases daily.
- 30-minute average first response time with 3-day average resolution.
- Improved case quality by reducing incorrect case creation from 9% to 3%.
- Strengthened customer outcomes through cross-functional collaboration and escalation management
Tools
Salesforce CRM
Microsoft Excel
Microsoft Office 365
Google Workspace
Microsoft Teams
KPI Reporting
Dashboard Analysis
Timeline
Global Service Relations Manager
Foundever | Cisco Project
2024.01 - 2026.05
Customer Service Team Lead
Foundever | Cisco Project
2023.02 - 2024.12
Customer Service Agent
Foundever | Cisco Project
2022.03 - 2023.02
Diploma - Strength of Teachers´ Skills in Foreign Languages
Universidad Del Atlantico
Bachelor - Foreign Language Teacher
Universidad Del Atlantico
Diploma - Teaching And University Didactics
Politecnico Superior De Colombia