Manager Customer Service

JESUS CASTRO

https://www.linkedin.com/in/jesus-castro8505 Austin, TX 305-***-**** adej1c@r.postjobfree.com

FINANCIAL SERVICES LEADER

Operations Delivery Service Leadership

AREAS OF EXPERTISE

• Collections/Recovery • Hispanic Market Expertise

• Call Center Operations • Systems Implementation

• Credit Card Operations • Bilingual ENG/SPA

• Customer Service • Consumer Lending

• Offshoring/Outsourcing • Fraud and Security

MAJOR ACCOMPLISHMENTS

Acquisition integration – Integrated contact center operations through 3 major mergers meeting aggressive timelines.

Strategic management – Designed strategic plan to change the culture of a business from being singularly focused to one that balanced results, customer satisfaction and employee engagement.

International management – Directed the startup and integration of a captive offshore function into a viable business solution.

Recruiting solutions- Designed recruiting strategies using job assessments and behavioral interview questions that increased interview to offer ratios by 25% in a mass hiring scenario without dropping retention percentages.

PROFESSIONAL EXPERIENCE

WELLS FARGO BANK

Contact Center Director Austin, TX 2014 – 2019

Accountable for strategic leadership and direction for the Retail Consumer line of business with over 5000 team members in multiple locations including an offshore location in the Philippines.

•Successfully changed a business culture that was singularly focused, to a multi-focused culture with optimal customer satisfaction and team member engagement, while meeting business objectives. This resulted in improving productivity in call handling by 10% and employee engagement by 50 basis points measured by 3rd party surveys while improving customer satisfaction scores by 25 basis points as measured by Gallup surveys.

•Implemented a digital solution improving response time by 90 seconds.

•Developed an abridged interview process that improved the interview to offer ratio by 25% and allowed us to meet hiring targets at 98% with no additional attrition.

Regional Contact Center Manager San Antonio, TX 2009 – 2014

Provided strategic leadership for several contact centers including an offshore center in the Philippines. Monitored and analyzed Key Performance Indicators (KPI), identified challenges, trends, inefficiencies in performance and implemented targeted quality improvement strategies. Responsible for multiple lines of business including Retail Service, Retail Spanish, Spanish Sales, and On-line Customer Service.

•Deployed a Military Banking queue that specialized in treating Armed Forces service members with Ultra High Touch customer service.

•Improved Employee Engagement scores as measured by the annual survey by 16 basis points

•Served as Division Chairman for the Diversity and Inclusion Council for a 2-year period directing the implementation of numerous Diversity programs

•Deployed a captive offshore location in the Philippines to assist with call volumes.

Jesus Castro 305-***-**** Page 2

WACHOVIA BANK N.A.

Regional Banking Director Miami, FL 2006 - 2009

Directed the activities of two Contact Centers located in Miami, FL. and San Antonio, TX with a staff of over 600 including 4 direct reports and 35 supervisors handling retail transactions for customers in their language of choice. These staff members handled retail service calls and provided new sales.

•Delivered best in class customer service for the Division as measured by the Gallup organization (6.65 on a 7-point scale)

•Increased certificate of deposit accounts 15% through cross selling strategies

•Reduced handle times to average 311 vs. a goal of 330

ADDITIONAL RELEVANT EXPERIENCE

SOUTHEAST BANK N.A., Miami, FL

Regional Collections/Recovery Manager

Installment Loan Operations Manager

Consumer Credit Manager

Credit Card Director of Security

EDUCATION

Miami Dade College, Miami, FL, Business Degree

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