Ronald Castillo

Experience

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  Easigration Consultancy, Inc.

  Aug 2001 - Nov 2003

  Case Worker - Administrative/Processing

  • Coordinates directly to Professional Regulation Commission (PRC) and universities to facilitate the quickest solutions and follow through the information and documents needed for the immigration process.• Reports and coordinates to Case Managers on a regular basis regarding issues on processing requests for nurse’s license validation and visa credential assessment.• Demonstrate support for company policies and standard procedures to ensure clients understanding.• Coordinator in various hiring/recruitment processes. Show less

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  Advanced Contact Solutions, Inc.

  Feb 2004 - Apr 2007

  • Providing the finest service and highest quality products available to our customers during every interaction.• Close the sale and expedite the order process for the customers by avoiding delays and provide the customer detailed order information.• Increase the value and leverage the full potential of the interaction and ensure the customer understand options available for them to make purchase including educating the customer on the product features.• Effectively resolve issues and gain important information to determine the best solution and creating a lifetime connection that builds a memorable shopping experience. Show less

  • Workforce Management Analyst - Home Shopping Network (North America)

    Sept 2006 - Apr 2007

  • Customer Service and Sales Representative - Home Shopping Network (North America)

    Feb 2004 - Sept 2006
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  Sutherland Global Services

  Apr 2007 - Mar 2014

  • Accountable for the management of designated Program Staff and analyze individual staff performance trends, analyze training needs, and initiate action plans for continuous improvement.• Provide leadership to ensure that SLA’s are met and that employees are performing according to standards and in alignment with business needs, client standards, and contractual obligations. • Communicate positive and/or negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific, constructive and encouraging all team members in incremental performance improvement. • Manage the escalation process, carry out root cause analysis (RCA), ensure corrective and preventive measures are identified and implemented to resolve incidents and mitigate procedural risks that may impact the business. • Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations. • Liaise and coordinate with both internal and external stakeholders regarding operational performance, process improvements, escalations and issue identification and resolution. • Partner with HR Department with regard to HR issues and concerns including disciplinary action cases. • Such other duties and functions as assigned by Operations Management (e.g. recruitment services/process, employee engagement, managing escalations team and subject matter experts). Show less

  • Senior Team Manager, Operations

    Nov 2007 - Mar 2014

  • Customer Service Representative - eBay North America (Voice/Chat/Email)

    Apr 2007 - Nov 2007
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  Phil-Data Business Systems, Inc.

  Apr 2014 - Jan 2016

  Project Lead / Service Delivery Officer

  Project: Managed Desktop ServicesClients: IBM Philippines and Energy Development Corporation (EDC)• Manage day-to-day operational aspects of the project and scope, including meeting the project schedules and tasks, submitting quality deliverables and maintaining the projects responsibility matrix. • Accountable for building and maintaining a high performing, experienced team focused, establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations. Identifies project and business risks, and quality plans to ensure necessary mitigation and continuous improvement plans are identified and implemented, putting measures in place to manage and control. • Accountability for designing and/or delivering to customer SLA’s, developing and disseminating project/program status reports for internal and external stakeholders including documentation, weekly/monthly reports, and quarterly/yearly metrics business reviews.• Consulting with clients in identifying system/process enhancements necessary to better align the solution with their business goals, including prioritizing those enhancements needed to meet project deadlines and budgets. • Determine training needs to equip staff with fundamental skills and knowledge. • Manage subcontractors and contractual obligations. Show less

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  [24]7

  Aug 2016 - now

  Team Leader, Operations