Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Carolina Castro

London,ON

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

14
14
years of professional experience

Work History

HR Manager

Veiga E Castro Ltd
12.2020 - 12.2023
  • Improved workplace culture through the development and implementation of diversity initiatives.
  • Managed employee relations, investigating and resolving conflicts to maintain a positive work environment.
  • Facilitated organizational change through effective communication and collaboration with senior management.
  • Established clear succession plans to ensure leadership continuity during periods of transition or growth.
  • Evaluated compensation packages competitively against industry benchmarks to attract top talent while managing budgetary constraints effectively.
  • Recommended, initiated and finalized HR actions regarding faculty and staff position management, compensation and employment postings, hiring proposals and new hire onboarding.

Bilingual Multimedia Producer

NTT America
02.2019 - 05.2020
  • Enhanced multimedia content quality by implementing innovative design concepts and techniques.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Increased audience engagement through the creation of visually appealing and interactive digital media projects.
  • Collaborated with cross-functional teams to develop multi-platform marketing campaigns for brand promotion.
  • Managed multiple projects simultaneously, ensuring timely delivery without compromising on quality standards.
  • Improved user experience on digital platforms through the integration of user-friendly design elements and features.

Bilingual Customer Care Specialist

NTT America
12.2017 - 01.2019
  • Enhanced customer satisfaction by providing timely and accurate information in both English and Portuguse languages.
  • Resolved complex customer issues by leveraging bilingual communication skills and deep product knowledge.
  • Boosted customer retention with empathetic listening, problem-solving abilities, and cultural understanding.
  • Contributed to team success by exceeding performance metrics for call resolution, response time, and customer feedback scores.
  • Collaborated with cross-functional teams to address language barriers and streamline communication processes.
  • Facilitated seamless communication between customers and the company, bridging cultural gaps for improved business relations.

Client Services

TRYP Hotels
04.2012 - 01.2014
  • Enhanced client satisfaction by promptly addressing and resolving concerns through effective communication.
  • Streamlined processes for improved efficiency in managing client requests and inquiries.
  • Assisted in the development of training materials for new staff, resulting in faster onboarding and reduced learning curve.
  • Maintained comprehensive records of client interactions, enabling better tracking of service history and needs.
  • Organized events and gatherings for clients as part of relationship-building efforts, fostering positive rapport and loyalty among customers.
  • Analyzed customer feedback data to identify trends and areas for improvement, leading to targeted enhancements in service offerings.

Receptionist

Dona Zilah Inn
06.2010 - 04.2012
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
  • Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
  • Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
  • Contributed to team success by cross-training in various administrative roles, providing backup support when necessary.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.

Education

Post Graduate Degree - Project Management

Fanshawe College of Applied Arts And Technology
London, ON
12.2024

Bachelor of Arts - Hospitality

Centro Universitário SENAC
Brazil
12.2014

Skills

  • Problem Resolution
  • Client Relations
  • Call Center Operations
  • Conflict Mediation
  • SalesForce CRM System Proficiency
  • Problem-Solving Abilities
  • Contract Administration
  • Team Supervision
  • Administrative Support
  • Product Knowledge
  • Data Entry
  • Report Generation

Languages

English
Full Professional
Portuguese
Native or Bilingual

Timeline

HR Manager

Veiga E Castro Ltd
12.2020 - 12.2023

Bilingual Multimedia Producer

NTT America
02.2019 - 05.2020

Bilingual Customer Care Specialist

NTT America
12.2017 - 01.2019

Client Services

TRYP Hotels
04.2012 - 01.2014

Receptionist

Dona Zilah Inn
06.2010 - 04.2012

Post Graduate Degree - Project Management

Fanshawe College of Applied Arts And Technology

Bachelor of Arts - Hospitality

Centro Universitário SENAC

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Carolina Castro