Katherine Castro Q
Toronto,ON
Summary
MBA graduated with a Bachelor of Science in Business Administration. Experience in business management, client service, and hospitality. Collaborative leader with a dedication to partnering with coworkers to promote an engaged, empowering work culture. Documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings.
Overview
7
7
years of professional experience
Work History
Customer Service Lead
Home Depot
Vancouver, BC
04.2022 - 04.2023
- Provided primary customer support to internal and external customers.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Clarified customer issues and determine the root cause of problems to resolve product or service complaints.
- Reviewed associate performance to identify training needs.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Analyzed customer service trends to discover opportunities and provide management feedback.
- Worked effectively in fast-paced environments.
- Developed strong communication and organizational skills through working on group projects.
Customer Service Representative Supervisor
SITEL Worldwide
03.2021 - 11.2021
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Resolved issues through active listening and open-ended questioning, escalating major problems to the manager.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Assessed customer service data to identify and address improvement opportunities.
- Led customer service projects to address and achieve key business objectives.
- Improved office operations by automating client correspondence, record tracking, and data communications.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Handled 50+ calls and chats per day, providing an efficient and friendly response to the client's needs
Manager
Casa Blanca Hostal Manizales
01.2017 - 11.2020
- Oversaw and managed a group of hotels/hostels within the city district of Manizales
- Procured private sector contracts to provide hospitality services for the organization's customers
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Maximized performance by monitoring daily activities and mentoring team members.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Created and managed business financial reports in Excel and Quickbooks to track company revenue/costs and remain compliant with government regulations.
- Reduced waste and pursued revenue development strategies to keep the department aligned with sales and profit targets.
- Controlled costs to keep the business operating within budget and increase profits.
- Managed and motivated employees to be productive and engaged in work.
Internal Auditor Internship
National University Of Colombia
06.2016 - 12.2016
- Proven ability to develop and implement creative solutions to complex problems.
- Applied effective time management techniques to meet tight deadlines.
- Proven ability to learn quickly and adapt to new situations.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Developed strong communication and organizational skills through working on group projects.
- Excellent communication skills, both verbal and written.
Education
MBA - Business Administration
University Canada
Vancouver, BC04.2023
Bachelor of Science - Business Administration
Universidad Nacional De Colombia
Colombia12.2016
Diploma - Marketing And Business Administration
SENA
Colombia2014
Skills
- Problem-Solving
- Account Management
- Leadership
- Teamwork - Proactive
- Verbal and Written Communication
- Excel Skills
- Customer Relationship Management
- Project Support
- Negotiation
- Staff Management
Timeline
Customer Service Lead
Home Depot
04.2022 - 04.2023
Customer Service Representative Supervisor
SITEL Worldwide
03.2021 - 11.2021
Manager
Casa Blanca Hostal Manizales
01.2017 - 11.2020
Internal Auditor Internship
National University Of Colombia
06.2016 - 12.2016
MBA - Business Administration
University Canada
Bachelor of Science - Business Administration
Universidad Nacional De Colombia
Diploma - Marketing And Business Administration
SENA
Similar Profiles
SARAH MOREIRASARAH MOREIRA
District Hire Specialist Recruiter at HOME DEPOT POSITIONS, The Home DepotDistrict Hire Specialist Recruiter at HOME DEPOT POSITIONS, The Home Depot
Carmen MonterrosasCarmen Monterrosas
OVERNIGHT STOCKER AND RECEIVER at Home Depot/Lowes Home ImprovementOVERNIGHT STOCKER AND RECEIVER at Home Depot/Lowes Home Improvement
DeMarius Holmes Jr.DeMarius Holmes Jr.
Order Fulfillment Associate. Family Business Work at Home Depot. Holmes Home Repair LLCOrder Fulfillment Associate. Family Business Work at Home Depot. Holmes Home Repair LLC
Jerimy SmithJerimy Smith
HDIS Senior Design Consultant at Home Depot Home ServicesHDIS Senior Design Consultant at Home Depot Home Services
Sinthuja VijayarajSinthuja Vijayaraj
Intern Waitress at Cibo Wine BarIntern Waitress at Cibo Wine Bar