Customer Service Operations Manager
Resume:
Carlos M Castro Page * **** NW *rd Terrace Apt. **9, Fort Lauderdale Fl 33311
****************@*****.***
Hard-working professional with proven leadership, organizational skills, and excellent attention to accuracy and detail. A collaborative expert with over 15 years of experience in the television communication industry with exceptional work ethics.
Work Experience
Telemundo Network Group LLC October 2006 - Sept. 2023
Senior Media Planner / Strategist & Operations Manager
oResponsible for the creation, implementation, and strategic scheduling and placement of all Marketing promotional material on-air and the network’s digital platforms.
oEnsured seamless communication process between the Media Planning group, and Programming, On-Air Production Services, and Marketing departments to ensure prompt delivery of all promotional and tagged materials.
oCreated strategies to ensure key promotional campaigns achieved their desired reach and frequency among key demographics to ensure the network reached its ratings goals with current programming, launches and branding campaigns.
oScheduled meetings, calendar, and created agendas for department logistics needed. Attended all meetings with network executives to be aware of key priorities and provide strategies for new programming to ensure their target goals and deliverables.
oAdherence to budget analysis.
Achievements
- Lead and executed conversion from operating system OSI to Sintec, thus adhering to current NBC Universal Pictures operational standards.
- Designed, implemented, and maintained production order Excel spreadsheets for Telemundo Creative services.
The use of formulated cells, and pivot tables allowed to report to upper management the cost effectiveness of promotional material created.
- Detailing strategic marketing plans, sustaining topicals and branding campaigns.
- Launched distribution site for digital asset delivery to owned & operated stations, and affiliates across all states.
- Launched promotional optimization software TIVO & POP.
- Launched Air table software to track cost, production, and delivery of all promotional material for on-air, and digital platforms.
* Telemundo Network Group LLC March 2002- October 2006
Executive Assistant/ Administration to VP Traffic/Sales Operations
oExecuted new hire needs with IT, Telecommunications, and training on operational software.
oMaintained record of owned and operated stations, and affiliates pre-emptions of national programming, and commercials inventory.
oEntered sales contracts and maintained constant communication with sales department.
oPerformed travel arrangements for executive staff, including flights, ground transportation, accommodations, and itinerary planning. Coordinated catering, supplies, and logistics for department. Reconciled business expenses via Concur.
oPerformed as liaison between stations and affiliates and Network directives. Launched and maintained current information on APT site, communicating any changes in Network programming nationwide.
oVarious functions in operating software. Placement of contracted commercials and worked with receiving new/updated copy (creative) from media buy agencies.
oMaintained commercial library current.
oReported department staff hours, sick days, and vacations to Human Resources Dept. on a weekly basis.
Carlos M Castro Page 2 1752 NW 3rd Terrace Apt. 119, Fort Lauderdale Fl 33311
****************@*****.***
Work Experience (Continued)
Rubell Hotels Corporate Office and Museum October 1994 - March 2002
Front Desk Manager / Night Auditor & Special Events – Albion Hotel
oSupervised Front-Desk staff, quarterly job performance reviews, schedules, and disciplinary actions.
oHR duties include resume selection, interviewing process, and hiring.
oTrained newly hired employees and emphasize proper greeting etiquette to our guest and the importance of privacy and anonymity with high profile clientele. Emphasizing exceptional customer service.
oEntered sales contracts for corporate events and production companies.
oPerformed as liaison between guest and concierge services.
oFunctioned as night-time Manager and Auditor
oMaintained open communications between security, housekeeping, and maintenance departments.
oPerformed Accounts Receivables/Payables, and General ledger entries using basic accounting principles. Proficiency in QuickBooks.
oReviewed and forwarded daily night auditor’s reporting from previous night to the accounting dept.
Work Aptitudes
Strong quantitative and analytical skills with the ability to detect and translate a story behind numbers/data.
7-10 years of experience activating omni-channel campaigns in the television industry.
5+ years of experience in digital investment across multiple channels (social, programmatic, display, and online video).
Strong consulting experience. Able to quickly evaluate complex client issues and proven experiences in solving client’s business challenges with analytic solutions.
Excellent communication skills including the ability to influence senior decision-makers within agencies and clients.
Managed a team (6) with excellence in a high-growth and fast-paced environment. Able to recruit, develop and keep the best talent in the marketplace.
Performed Accounts Payables/Receivables & General Ledger entries, thru monthly Financial Statements. Proficiency in QuickBooks.
Entrepreneurial and visionary thinking.
Ability to multi-task and manage multiple projects effectively. Work well under pressure to deliver high quality work within tight deadlines.
An intrinsic passion for recent technology/digital gadgets; and the use of social media tools to engage and inspire brand visibility, engagement, and resolution for client’s needs.
Willingness to learn as well as creating solutions that challenge the status quo.
Exceptional critical thinking and problem-solving abilities. To analyze and think unconventionally in proposing solutions.
Throughout a training program, I would evaluate whether the learner is achieving the desired level of ability by focusing on their talents and supporting their weaknesses.
Carlos M Castro Page 3 1752 NW 3rd Terrace Apt. 119, Fort Lauderdale Fl 33311
****************@*****.***
Education
Florida International University
Bachelors Business Administration – Marketing & Finance (incomplete)
Miami Dade Community College – North Campus
Associates in Arts – Finance
Miami Springs Senior High School
Graduated top 5%
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