Remote Service Agent Customer Support Lead
Resume:
WILLIAM A. CASTILLO
*** *. ********* **. **** ***8
Mesa, AZ 85210
**************@*****.***
PROFESSIONAL EXPERIENCE
Sept. 2019- Vanguard / Infosys / Randstad, Scottsdale, Arizona, Retirement Plan Specialist April 2026
• Received Exemplary performance ratings for consistently surpassing key metrics in customer service and operational efficiency
• Assisting internal and external customers with inquiries about employer sponsored retirement accounts (401k, 401a, and 403b) in a high volume call center
• Handle transactions: Process financial and clerical transactions for participants
• Trained to handle difficult Hardship situations and questions
• Dedicated Coast Guard / Trainer who helps peers with Plan Information, Compass, and resource navigation
PERSONAL STATEMENT
Eager to apply my customer service skills, training, leadership, and problem-solving abilities to deliver exceptional results and contribute to the company’s success.
• Train, coach, and develop associates
• Strong written and verbal communication skills
• Customer relationship management skills
• Team building leadership skills
• Excellent attention to detail
• Effective organizational skills
• Successful Coach / Mentor
• Enthusiasm for lifelong learning
• Adaptability Skills
PROFESSIONAL SKILLS AND ATTRIBUTES
EDUCATION
Adobe Creative Suite in Business
Mesa Community College, May 2018
Associate of Arts in Applied Science
Tyler Junior College, May 1987
COMPUTER AND SOFTWARE KNOWLEDGE
• Corel Painter • Affinity Designer
• MS Word • Adobe Illustrator CC
• MS Excel • Adobe Indesign CC
• MS Powerpoint • Adobe PhotoShop CC
Sept. 2015- Vitamin World, Tempe, Arizona, Store Manager April 2018
• Responsible for all aspects of managing a single retail store; including merchandise, inventory and expense control
• Lead and execute all company objectives ensuring sales and profitability goals are exceeded
• Develop plans to maximize sales and meet or exceed sales goals and objectives
• Train, develop and assess performance of sales associates in all aspects of the business to ensure skillset, product knowledge and operations skills are achieved to provide outstanding customer service
• Ensure compliance with all policies and procedures through regular store management and staff meetings, store walk-through and audits
Nov. 2008- Barnes & Noble booksellers, Scottsdale, Arizona, Assistant Store Manager Mar. 2015
• Supervised over 50 employees
• Manage daily operations of a six-million dollar store in partnership with Store Manager
• Planned and appropriated work to optimize payroll budget and achieve Sales Per Hour goal
• Select, interview, and hire new booksellers; oversee and monitor new hire orientation
• Issue annual performance reviews to booksellers/department leads
• Community Relation Manager duties with include reaching out to educational institutions and business’s (both public and private), and marketing our nook e-reader device
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