Bilingual IT & Project Management Specialist

Ronnie Y. Castillo

Detroit, Michigan

******.*.********@*****.***

Multilingual IT & Marketing Professional - 10 Years

I Know A Thing Or Two About: Claims Management

Software & Services, Mobile App Support & Development, CRM, Insurance Claims/Appraisals/Payments, Data

Collection & Management, Texas Education Systems

software, Retail Customer Service, Language Translation, Team Leadership, Startup Culture.

Tools I’ve Used In My Work: Google Suite, MS Project, Fieldglass, CRMs, Shopify, Apple/Android Mobile

Applications,Confluence, JIRA Issue Management, Wiki editing /maintenance/ management, MS Office Suite, Texas PEIMS, TXEIS, SharePoint, Google Docs, PriceSpider, ScreamingFrog

Career Highlights

Crescendo Collective November 2022 - July 2024

Accounts and Project Manager

I performed a dual-role of Accounts Manager and Project Manager. I oversaw the tech revamping and general updates and maintenance for all of Opella/CHC’s LATAM and NACA pharmaceutical sites, as well as the Homeowner and Professional Websites for Bona Flooring. These include SEO revamps, UX/UI updates, updates to Marketing Content, CRM Management, BazaarVoice implementation, and Data Analytics tool implementation. I also identify work opportunities and generate SOWs with actualized KPIs, while working out budget talks with our main clients.

Main tools: JIRA, Confluence, Microsoft Office, Google Suite.

American Family Insurance July 2022 - November 2022

Secondary Salesforce Support

My primary role was providing second level support for the Salesforce application. This role looked into issues and the incident log and worked closely with the production support developers to get the issues fixed. I worked with ServiceNow tickets and ran reports to track ticket trends to be proactive providing application support before an outage or major incident impacted the agents.

Main tools: Salesforce, ServiceNow, JIRA, Microsoft Outlook, Microsoft Excel, Quality Customer Service.

SunChemical August 2021- July 2022

SAP Customer Service Specialist

Using my knowledge and understanding of supply chain processes and sales, I managed order to cash process activities such as expediting, basic returns, back-order monitoring, sample and zero-dollar orders, consignment order processes, and invoicing. I also predicted and removed data obstacles that impacted customer requirements. I work as a liaison between the client, the warehouse, and administration while updating all information in SAP.

Main tools: SAP, Microsoft Outlook, Microsoft Excel, Quality Customer Service.

Snapsheet November 2019 - March 2020

Bilingual Customer Success Specialist

I was a Bilingual Customer Success Specialist primarily focused on assisting Customers with their insurance claims via a mobile application at a medium-sized startup. I was the daily go-between for the Insurance Adjuster, Vendors, and the Customer. I used Salesforce CRM to update each claim file. I submitted daily, weekly, monthly, and quarterly reporting on Customer interaction, mobile application usage, and various other KPIs. I used JIRA to track issues and generate custom reporting. 2

Attention to detail was crucial for fully documenting all claim activity. I enjoyed the pace and challenge of working at a company experiencing hyper-growth.

Main tools: Snapsheet Mobile App, Salesforce, JIRA, Quality Customer Service

Faith Family Academy July 2017 - September 2019

PEIMS Data Analyst

I held three distinct positions with the Faith Family Academy Charter School. I started as a Public Education Information Management Systems (PEIMS) Analyst. I was promoted to Registrar my second year. I created and implemented the online registration process for prospective parents resulting in a 13% increase in enrollment from 2018 to 2019. I used a text/image recognition software I used in college to digitize and submit 30 years of paper student/teacher files to the Texas Education Information System (TXEIS), catching the school up with all other schools in the district. I commissioned the creation of the mobile version of our website. I created a QR code process for teachers to submit their reporting and information online. This improvement removed 90% of manual data entry by the school administrative assistants. I became a floating Teacher in addition to my Registrar duties in my third year.

Main tools: Excel Pivot tables, TXEIS (Data system for K-12 school system), Skyward (grade analysis state system), STAAR, Google Docs

Additional Positions & Information

I began my career with Retail Sales and Customer Service positions at Metro by T-Mobile (2015-16), and Staples (2014-15). I gained invaluable human relations skills at both companies. I enjoyed anticipating customer needs and exceeding them, observing senior sales reps, and performing a wide range of duties from sales to stock count to custom print orders. I also provide freelance interpretation and translation services.

Education: BA in East Asian Languages from Adrian College, 2017.

Additional Languages: Spanish (fluent), Japanese, Mandarin Chinese, Brazilian Portuguese (conversational).

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