Customer Service Document Control
Resume:
Theodore Castro Supervisor
*******@***.*** 252-***-**** Virginia Beach, VA 23462
Dedicated, passionate, professional offering extensive experience in positions of leadership and accountability for quality organizations delivering impactful results. Skilled at: defining objectives, determining courses of action, and motivating colleagues to achieve goals. Proficient at: establishing client relations, distilling needs, and offering services to meet those requirements. Proven ability to handle Accounts Receivable, collecting outstanding money from business partners, and recovering delinquent capital from tardy vendors. Recognized as a versatile team member with the ability to accomplish large volumes of work on a daily basis in support of the corporate mission.
Areas of Expertise include:
Account Management
Database Management
Revenue & Profit Growth
Business Development
Relationship Building
Project Management
Client Experience
Vendor Relations
Contract Negotiations
Account Reconciliation
Document Control
Corporate Communication
Business Technology
Staff Training & Mentorship
Performance Audits
Regulatory Compliance
Invoicing & Payments
Accounts Receivable
Identifying Discrepancies
QuickBooks
Employee Reviews
Team Leadership
Active Listening
Loan Servicing
Life Cycle Management
Conflict Resolution
MS Office Suite
Professional Experience
CHUGACH (US Coast Guard) • 2021 - CURRENT
ACCOUNTING/FINANCE
Review receipts / billings for payment (Worldwide)
Audit and confirm billing statements
FULTON BANK • 2020-2021
OFFICE COORDINATOR
Offered high caliber support collecting, scanning, and uploading documents in accordance with standards. Prepared modification documents as requested and processed daily file requests for servicing. Credited with executing quality work day in and day out.
Key Accomplishments
Scanned an average of 18,000 documents accurately and efficiently per day.
Recorded all documentation in accordance with protocols.
Assisted team members with special projects as directed by management.
BRIGHTKEY INC. 2019 - 2020
Mailroom Team Lead
Delivered exemplary support to the organization preparing and organizing files for storage with Iron Mountain. Lauded by management as a quality team member with an exceptional work ethic that often arrived earlier and stayed later than other team members demonstrating a commitment to excellence.
Key Accomplishments:
Interviewed new incoming personnel, trained, and monitored work completed.
Scanned an average of 23,000 documents accurately and efficiently per day.
Recorded all documentation in accordance with protocols.
Assisted team members with special projects as directed by management.
Exceeded daily goals and monthly projections on a continuous basis.
LOANCARE SERVICE LINK 2017 - 2019
Document Control Specialist 1 2017 - 2019
Offered high caliber support collecting, scanning, and uploading documents in accordance with standards. Prepared modification documents as requested and processed daily file requests for servicing. Credited with executing quality work day in and day out.
Key Accomplishments:
Executed process requests and orders in a timely manner.
Coordinated the shipment of files to and from the storage facility safely.
Utilized the Doc Velocity program to upload documents.
Audited vendors work effort periodically, highlighting positive performance and underscoring areas for improvement.
Client relations Executive 1 2016 - 2017
Served as a point of contact for client questions, handling inquiries, and ensuring responses were inline with Service Level Agreements. Use CRM software to track tickets, review previously notated information, and offer excellence service.
Key Accomplishments:
Researched and resolved client issues in a timely manner leaving a positive impression.
Identified opportunities to increase revenue and educated clients on other services
Introduced several methods, which significantly reduced operational expenses.
Integrated protocols to ramp productivity and efficiency within the team.
TIDEWATER PHYSICIANS FOR WOMEN (Dr. Charlie Wilkes) 2012 - 2016
Customer Service Manager
Oversaw daily operations for the department, defining objectives, delegating tasks, and ensuring that operations were are peak efficiency. Directly managed a team of 25 colleagues, training them in proper protocols and motivating them to achieve and surpass organizational goals.
Key Accomplishments:
Conducted annual reviews and terminated staff accordingly.
Reviewed accounts suspicious of illegal activity. Subsequently escalated fraudulent accounts to senior management.
Exceeded stated goals on a monthly basis.
Reconciled invoices via QuickBooks handling any discrepancies effectively.
Interviewed, hired, trained, and coached new incoming personnel.
Additional Professional History
CRESCENT RECOVERY LLC Collection Supervisor 2009 - 2012
COASTAL CREDIT LLC Business Development Specialist 2006 - 2009
Education & Training
Coursework & Seminars completed in:
Bankruptcy Charge-off & Recovery Management Collections Management Customer Service Management
Canvasing Marketing Management Scanning & Document Control Specialist
Notary Public for The Commonwealth of Virginia
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