Customer Service Project Management

IZZY CASTILLO

Lagrange Park, IL

( 630-***-**** * adx2l8@r.postjobfree.com

www.linkedin.com/in/izzy-castillo-1597392a

Account Management / Coordinator / Program Management

Strategic Planning/Forecasting Solution Focused Relationship Building

A personable, detail-oriented educator looking to transition into the business field by utilizing exceptional program management abilities and strong customer service skills. Known for combining excellent financial management, progressive leadership and assignment delivery to manage key accounts and effectively oversee complex projects while always meeting strict deadlines. Customer service-oriented with outstanding communication, interpersonal, problem-solving, and decision-making skills. Out-of-the-box, analytic thinker who pushes limits to solve complex issues while optimizing project outcomes.

Core Competencies

KPI Monitoring/Reporting

Project Management

Business Reviews

Team Building/Leadership

Customer Satisfaction

Technical Expertise

Project Planning/Organizing

Process Improvements

Needs Assessments

Staffing/Resource Management

Data Research/Analysis

Proposals/Contracts

Professional Experience

NORTHERN KANE COUNTY EFE 2018-PRESENT

Work Based Learning Specialist

Assisted with planning, organizing, and facilitating meaningful work-based learning experience opportunities through business/industry partners and community resources.

Worked with the Career and Technical Education Instructional Supervisor and Instructional Specialists to create high quality work-based learning opportunities for all Northern Kane students to include in-person and virtual student simulations adhering to local and work-based learning guidelines.

Conducted student orientations to inform student participating in work-based learning experiences details of such experiences such as duties and responsibilities, compensation, benefits, schedules and working conditions.

Provided students with school-based opportunities to build their knowledge and skills.

Collected and analyze career pathways and workforce development data and report findings to community partners and stakeholders.

Maintained an employer/labor database to track student internship opportunities as well provide reports on program participants.

Coordinated and assisted in facilitation of employment skills workshops such as job interviewing, job application and resume writing.

Assisted in the application for appropriate grant opportunities for future funding of site-based school to career programs to support work-based learning activities.

Coordinated summer learning experiences.

Promoted pathway programs to community, non-profit and private sectors.

Developed guides, brochures, and promotional materials to market career and technical education.

Created a Business Advisory Council; facilitate meetings with advisory council meetings quarterly.

Coordinate efforts between local businesses and the middle and high school and leverage select partners to expand their reach within the school district’s career pathways network. Lead the high school teachers at all the high schools to create and expand work-based learning opportunities.

Attend workshops, conferences and meetings with businesses and educational leaders to provide information on programs available.

Performs any other duties as assigned by the Career & Technical Education Supervisor or other appropriate administrators.

P.A.E.C. SCHOOL MAYWOOD, IL 2015 – 2018

Vocational Coordinator

Administer and integrate appropriate behavior management strategies while collecting and maintaining accurate vocational and behavioral data to identify areas for improvement. Establish key procedures for improving the organizational efficiency of the inventory process for vocational curriculum and assistive/adaptive technology. Coordinate the supervision and evaluation of students in vocational training sites including producing detailed written student progress reports at annual review. Assist in the recruitment of qualified staff members and make recommendations to the central office for employment assuring the proper fit for each position. Provide effective guidance and technical assistance to staff members in need of performance improvements to guarantee optimal student achievement. Spearhead improved communication changes and policy adjustments to drive continued organizational growth.

Developed and implemented key vocational instruction including appropriate, measurable vocational goals, objectives and standards to ensure progress for the whole district, increasing the graduation rate by 80%.

Delivered exceptional student support by strategically securing in-school and community job placements for students ages 14-21.

Collaborated with the central office in the development of the program budget by evaluating the program’s financial needs and making recommendations for adequate funding.

Encouraged improved staff professional development including planning, implementing, and evaluating staff development activities, increasing productivity after training by 70%.

Built and maintained a strong account base, establishing rapport with partners in the community to gain trust and secure access to senior executives and other decision makers while increasing revenues by 85%.

Consistently exceeded all quotas and district goals by resurrecting dormant accounts and winning back business acquisitions previously lost to competitors.

Expanded the book-of-business volume by 75% through creating and executing strategic and customer service programs to displace larger, well known established competitors.

Selected as the lead project manager to train newly hired personnel and current staff members due to strengths in translating product complexities into easily understandable terms, delivering comprehensive coaching, training, and customer-oriented collaborations.

Introduced innovative cost-cutting measures to ensure 100% clientele satisfaction and reduce cancellations and unexpected and unnecessary issues by 90%.

SEGUIN SERVICES CICERO, IL 2009 – 2015

Transition Outreach Specialist

Provided compassionate support by promptly registering individuals for intake, SSI, Medicaid survey and managing 300 individual cases while assisting individuals and their families with both placements in day programs and job placements. Ensured smooth

Seguin Services, Transition Outreach Specialist – Continued

and efficient operations by actively attending trainings in the community, enforcing department policies, and serving as a contact for individuals, faculty and families. Developed and maintained detailed reports to analyze the productivity of customer relations.

Functioned as the lead in account acquisitions and management, boosting client retention by 80%.

Built the account base from the ground up, generating 160 new active accounts.

Established a strong rapport with consumers and senior executives to ensure 100% customer satisfaction.

Achieved complete retention of assigned customers while also securing 95 new accounts for the company.

Selected to train sister companies in the state due to strong customer service satisfaction and a comprehensive knowledge of company products.

Determined and provided the best solutions for customers’/companies’ requirements, increasing revenues by 90%.

Education

Northern Illinois University, DeKalb, IL 2006

Bachelor of Arts in Liberal Arts

Waubonsee Community College, Sugar Grove, IL 2002

Associate of Applied Sciences in Arts & General Studies

Additional Credentials

Technical Skills

Microsoft Office: Word, Excel, PowerPoint, Outlook, Access, Publisher; QuickBooks, live text, E-cornerstone, Ctk Database, Microsoft XP

Languages

English and Spanish

Honors/Awards

Employee of the Month, District U-46

Highest Partner Satisfaction Ratings, Northern Kane

Professional Development

Project Management Professional (PMP)

Certified Associate in Project Management (CAPM) Project based Learning & Management

Organizations

Alignment Collaborative – Member

Elgin Workforce committee – Member

Volunteerism

Shelters, Afterschool Programs

Detailed Professional References Available Upon Request

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