Customer Success Data Entry

Howard Castellon

Los Angeles, CA 323-***-**** **********@*****.***

Professional Summary

Strategic Operations Manager with 10+ years leading cross-functional teams and multi-site operations. Proven track record of scaling capacity, instituting SOP-driven excellence, and aligning operations with executive goals. Experienced across logistics, warehousing, accounting/finance, customer success management, shipping, and call center environments; trusted partner to executives and B2B customers for measurable growth and satisfaction. Making order out of chaos in a high paced, high stress, high demand start-up white glove logistics company.

Core Competencies

Operational Strategy • P&L/Budget Oversight • Cross-Functional Leadership • SOP Design & Change Management • KPI Cadence & Performance Management • Process Automation • CRM Systems Implementation • Risk & Compliance (OSHA) • Training, Coaching & Talent Development • Virtual Tools (ChatGPT/Claude) & CRM Systems • QuickBooks • Microsoft Office Suite • Slack • Zoom • Time Management & Task Prioritization • Project Management • Google Workspace Suite • 3PL & Vendor Management • Negotiation Skills • Customer Operations • Revenue Operations • Process Optimization • Customer Success Management • Data Analysis

• Reporting & Metrics • Excel (Intermediate) • SOP Development • Team Leadership • Cross-functional Collaboration Professional Experience • Analytical Skills • Self Starter • Entrepreneurial Mindset

Independent AI & Trading Technology Specialist, Los Angeles, CA Apr 2024 – Present

● Developed TradingView indicators in Pine Script, converting proprietary entry models into digital success metrics and actionable signals for live/replay environments

● Designed cataloging and inventory workflows for collectibles (baseball cards, comic books, trading cards, cars), applying customer data management and reporting practices across categories

● Applied AI tools for document creation, and operations support, demonstrating versatility across technical and business functions

● Created end-to-end daily trading journal automation, including bias prep, HTF/LTF screenshot integration, notes/reflections, and auto-generated PDF summaries for recordkeeping

● Built AI-driven trade grading system using a 15-point rubric to analyze setups, execution quality, and outcomes for consistent performance review

● Developed automated session bias checklists to ensure consistent pre-market preparation and execution discipline

● Applied AI to analyze prop firm challenge performance, calculate drawdown risk, and model different scaling strategies for account growth

● Designed AI-assisted job search workflow, including resume rewrites, cover letter drafting, ATS optimization, and LinkedIn content planning

● Built prompt libraries for repeatable workflows — trading, journaling, resume writing, and business content creation — improving speed and consistency

● Used AI for process documentation, creating SOPs and playbooks to support repeatable operations in trading, business management, and client work Operations Manager — B & R Commerce, Inc., Los Angeles, CA July 2017 – November 2024

● Scaled operations by standardizing cross-department SOPs (logistics, warehouse, CS, accounting), enabling 65% capacity growth without additional headcount and reducing onboarding time by 25%

● Designed and implemented CRM-driven reporting tools to track customer orders, communication, and health indicators, and reduced churn risks. Reduced operational error rate

(order, inventory, billing) by 85% through SOP redesign, checklists, and QA gates; improved order accuracy to 90%.

● Improved billing efficiency by 45% (cycle time down to 2 days max) via invoice SOPs, roles & handoffs, and CRM/accounting integrations

● Increased customer satisfaction by 35 points (CSAT/NPS) and 55% faster first-contact resolution after implementing support playbooks, SLAs, and an escalation SOP

● Reduced lost revenue (chargebacks/write-offs/leakage) by 25% through dispute-handling SOPs, pre-shipment verification, and audit trails

● Led 3 system overhauls (CRM/website) and embedded SOPs into workflows (automation, alerts, dashboards), driving 65% productivity lift across most teams

● Built KPI cadence (weekly ops review) tied to the new SOPs; maintained 65% SLA adherence and 72% on-time fulfillment

● Built and standardized customer success processes, including SOPs, onboarding workflows, and account management structures, engagement, and retention across key accounts; developed playbooks to improve health scores and renewals

● Created the call center; handled SOPs and remote communication setup for distributed teams

(Slack/Zoom), including QA and training frameworks

● Worked closely with B2B decision makers to generate sales, support onboarding, improve customer service, and drive customer satisfaction

● Partnered directly with executives and leadership to define strategy, execute company vision, and manage cross-functional operations across logistics, customer service, accounting, and call center teams.

● Handled customer escalations

● Led quarterly business reviews with customer stakeholders to analyze performance metrics, strengthen client relationships, and identify retention and growth opportunities.

● Developed and coached middle management leaders and general staff employees Accounting Manager — B & R Commerce, Inc., Los Angeles, CA July 2016 – July 2017

● Streamlined payables/receivables and biweekly payroll; improved billing accuracy and aging visibility

● Produced financial reports to support decision-making and budgeting; reduced invoice error rates with revised review/approval steps

● Processed company payroll for all departments including the executives

● Prepared and delivered invoices based on daily workflow per department and team.

● Made collection calls with follow-up emails and negotiated payments on overdue/unserviceable accounts

● Trained employees on proper notation for accounting of their work to ensure correct billing

● Handled company payables/receivables, maintained QuickBooks, and processed all deposits

● Quarterly Business Reviews with B2B customer stakeholders Warehouse Manager — B & R Commerce, Inc., Los Angeles, CA October 2013 – July 2016

● Transitioned from paper-based to digital inventory workflows; improved visibility and reduced shrink.

● Developed SOPs for receiving/releasing inventory

● Hired and trained all new hires, handled all onboarding, development, coaching, terminations, and payroll

● Improved client communication on inventory status

● Set up the floor plan for both warehouses under management to maximize efficiency

● Developed packing, storage, and handling procedures to ensure accurate inventory management, and item protection to maintain integrity

● Created the company’s first website to allow client interaction and visibility into inventory in storage

● Held weekly meetings with warehouse employees to prioritize projects and keep teams informed of upcoming workloads

● Reported weekly to upper management with updates and performance insights on warehouse operations.

● Ensured OSHA adherence and fire department requirements Sales Representative — Verizon Wireless

January 2007 – October 2013

● Consistently exceeded monthly KPIs through consultative sales and solution-based service.

● Built and retained relationships with consumer and SMB accounts. Education

California State University, Northridge — Business Administration (2007) Tools & Systems

CRM (implemented, customized, and trained), Web/Order Management, WMS, Call Center Platforms, Excel/Sheets, Google Workstation, Microsoft Suit, QuickBooks, Slack, Zoom, ChatGPT/Claude

Website

https://allup.world/user:89d241aa-0e49-40bb-b8ee-689101c90b8a

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