Adriana Castellanos Administrative Executive Specialist

Administrative Specialist

UL Solutions

Apr 2025 - Current (1 year 4 months)

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Customer Support and Onbording Agent

Aug 2024 - Current (2 years)

At ReallyTrusted startup, I specialize in delivering comprehensive support to Canadian real estate and mortgage professionals, ensuring adherence to FINTRAC’s #AML, #counterterrorism fighting regulations. My role encompasses: - Support via email - Providing guidance on watchlist screening processes. - Addressing client inquiries via email with clarity and precision. - Diagnosing and resolving user issues to enhance the user experience. - Maintaining accurate records within the WHMCS #CRM system. - Collaborating with cross-functional teams to improve customer satisfaction and regulatory compliance. - Focused on enabling seamless compliance through thoughtful solutions. - Deep research - Ticketing system

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Customer Success Specialist

Nov 2022 - May 2024 (1 year 7 months)

Startup Fintech. As Customer Success Specialist I'm being successful in this role achieving a 94% accuracy rate and maintaining a consistently high quality assurance (QA) score and in close alignment with SLAs on a weekly basis, being dynamic, autonomous, collaborative, and curious and the same time creating new users experiences, improving existing products, and develop the platform in attention for platform users. Using as a day-to-day #artificialintelligenceplatform #Botmaker (similar to #Tidio, #Twilio, #Intercom, and #Freshchat) - Microsoft Office Suite - Data Collection - Retool (similar to #OutSystems, Appian Low-Code Platform Power Apps. #Salesforce Platform) - Data reporting - Export - Import CSV - Slack workflows - Ticketing and

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Business Intelligence Analyst

Mi Compa Seguros

Jun 2020 - May 2022 (2 years)

- Developed and owned reporting for retention program “customer insights”, using G-Sheets, Excel, Pivot Tables, successfully revealing insights that lead to a better understanding for customer conversions. - Identified procedural areas of improvement through customer data, using Power Bi and Power Query reporting results every day to area managers. Developed and owned reporting for retention program "customer insights", using G-Sheets, Excel, Pivot Tables, successfully revealing insights that lead to a better understanding for customer conversions. ●Applied models and data to understand and predict which advertising/publicity campaign worked for and presented findings to stakeholders ●Identified procedural areas of improvement through cu

Customer Care

Grescoce

Mar 2020 - Jun 2020 (4 months)

- Support to customers of campaigns for ADT Security Services. Support to customers of campaigns for ADT Security Services.

Freelance Data collector

Appen

Aug 2014 - Current (12 years)

- Data collector, Data Researcher Transcribe English – Spanish | Spanish – English information provided to me for different projects. - Performed web search assessments using Excel and a annotation tool. I transcribe English – Spanish Spanish – English information provided to me for different projects. ●Performed web search assessments using Excel and a annotation tool.

Adriana Castellanos

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Adriana Castellanos