HubSpot
Katherine Castro
Bachelor In Business Administration (BBA)
San Pedro Sula,Cortés
Summary
Dependable administrator provides excellent office management and administrative support. Possesses strong communication and interpersonal skills with demonstrated ability to manage competing priorities and meet deadlines. Creative problem solver with strong analytical and critical thinking skills.
Overview
9
9
years of professional experience
45
45
years of post-secondary education
2
2
Certifications
5
5
Languages
Work History
Customer Success Coordinator
Aloware
01.2024 - Current
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
- Developed internal requirements and standards to minimize regulatory risks and liability across procedures.
- Implemented project management techniques to overcome obstacles and increase individual productivity.
Customer Success Manager
Aloware
2 2023 - 01.2024
- Implemented best practices in the realm of Customer Success Management, elevating company-wide standards.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Streamlined and monitored customers activity to alleviate overdue compliance activities.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Facilitated successful renewals through diligent relationship management and proactive issue resolution.
- Established strong relationships with key customers, resulting in increased customer loyalty.
Trust & Safety Associate (Tier II)
Partner Hero
02.2021 - 02.2023
- Conducted risk assessments for various projects, ensuring all safety measures were in place before commencement.
- Assessed value of safety programs to apply modifications and improvements and achieve targeted goals.
- Analyzed accident data to identify trends and implemented preventive measures accordingly.
- Developed effective working relationships with employees at all levels within the organization, fostering a culture of safety consciousness across teams.
- Investigated incidents, determining root causes and implementing corrective actions.
- Monitored workplace activities to determine compliance with safety regulations and standards.
- Developed and implemented safety policies and procedures to establish clear guidelines for safe work practices and comply with regulations.
- Provided support during audits by gathering relevant documentation, demonstrating the organization''s commitment to safety standards.
Trust & Safety Associate (Tier I)
Partner Hero
09.2019 - 02.2021
- Inspected customer's activities, practices, and gear for compliance with established safety standards.
- Recognized, documented, and advised on removal of potential policy abuse.
- Developed and implemented safety policies and procedures to establish clear guidelines for safe practices and comply with regulations.
- Investigated incidents, determining root causes and implementing corrective actions.
- Devised and monitored safety performance metrics to assess and improve safety performance.
- Identified accident causes and optimal prevention strategies by conducting thorough investigations and analyses.
- Reviewed and analyzed safety data and statistics to identify trends and areas requiring improvement.
Student Support Associate
Partner Hero
10.2018 - 09.2019
- Created solutions for customers to satisfy specific needs, quality and budget.
- Greeted customers and offered assistance for increased customer satisfaction.
- Developed strong client relationships through timely and thorough follow-up on inquiries and concerns.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Developed strong rapport with customers and created positive impression of business.
- Answered customer questions about products and services, helped locate best products, and promoted key items.
International Insurance Officer
Cemesa Hospital
03.2017 - 03.2018
- Handling all international insurance affairs only.
- Utilized financial software to prepare consolidated financial statements.
- Participated in audits conducted by regulatory agencies or internal teams so as to ensure compliance with applicable standards.
- Improved claim resolution times through proactive communication with all relevant parties involved in the process including insured individuals, third-party claimants, legal counsel, medical providers, among others.
- Conducted thorough reviews of policy applications for accuracy and completeness before approval.
- Translator for foreign patients, handling credit accounts, billing and everything related to international insurances.
- POC between the hospital and the insurance company to resolve and dispute medical fees for patients and medical staff.
Customer Support Agent
Concentrix
10.2015 - 03.2017
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Contributed to the development of internal training materials, boosting team efficiency in assisting customers more effectively.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Provided personalized assistance for customers, resulting in a higher overall satisfaction rate.
- Assisted in streamlining internal processes by identifying areas of improvement and proposing actionable solutions that enhanced overall efficiency.
- Answered constant flow of customer calls with minimal wait times.
Education
Master in Business Management - Digital And Neuromarketing
Universidad De San Pedro Sula
San Pedro Sula 05.2001 - 05.2024
BBA - Business Management
Universidad De San Pedro Sula
San Pedro Sula 05.2001 - 05.2023
High School degree - Science Education
Jordan River School & Institute
San Pedro Sula11.2013
Diploma in Data Science And Business Analytics - Data Science And Business Analytics
INCAE
Costa Rica 05.2001 -
Skills
Schedule Management
CRM Software
Cross-Functional Collaboration
MS Office
Analytical Skills
Interpersonal Skills
Adaptability and Flexibility
Administration and Operations
Strategic Planning
Customer Service
Root Cause Analysis
Business Administration
Age
27
Personal Information
Date of Birth: 10/04/96
Software
Zendesk
Intercom
Google Suite
Certification
Inbound Marketing
Timeline
Inbound Marketing
02-2024
Customer Success Coordinator
Aloware
01.2024 - Current
EFSET English Certificate (C2)
02-2022
Trust & Safety Associate (Tier II)
Partner Hero
02.2021 - 02.2023
Trust & Safety Associate (Tier I)
Partner Hero
09.2019 - 02.2021
Student Support Associate
Partner Hero
10.2018 - 09.2019
International Insurance Officer
Cemesa Hospital
03.2017 - 03.2018
Customer Support Agent
Concentrix
10.2015 - 03.2017
Master in Business Management - Digital And Neuromarketing
Universidad De San Pedro Sula
05.2001 - 05.2024
BBA - Business Management
Universidad De San Pedro Sula
05.2001 - 05.2023
Diploma in Data Science And Business Analytics - Data Science And Business Analytics
INCAE
05.2001 -
Customer Success Manager
Aloware
2 2023 - 01.2024
High School degree - Science Education
Jordan River School & Institute