Laura Castillo

Laura Castillo

About

Detail

Operations Manager | Global Back-Office Excellence & Risk Mitigation | Salesforce CRM (7+ Years) | C1 Bilingual (EN/ES)
Guadalajara, Jalisco, Mexico
Contact Laura regarding: 
work
Full-time jobs
Starting at MXN35k/month ~USD2.06k/month
Flexible work
Starting at MXN250/hour ~USD14.7/hour

Timeline

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Résumé

Jobs verified_user 0% verified
  • Att
    Back Office Operations Manager
    Att
    Mar 2023 - Jun 2026 (3 years 4 months)
    Direct comprehensive back-office operations for global Mobility Sales & Service, driving compliance, workflow optimization, and performance excellence. Recruited, launched, and managed a dual-purpose audit team focused on quality assurance and process improvement, presenting actionable insights that increased customer satisfaction and reduced revenue loss. Designed and implemented interview assessments for three hiring waves, improving candidate selection and reducing onboarding learning curves. Built and led an onboarding support team of top-performing SMEs, coordinating scheduling, training, process documentation, and manager dashboards to monitor skill development. Supported business continuity, data protection, and reporting initiatives
  • Att
    Technical Support Operations Manager
    Att
    Aug 2022 - Mar 2023 (8 months)
    * Co-led the successful launch of a new Technical Support Back Office line of business in Guadalajara. * Led the recruitment process by interviewing, hiring, onboarding, and training new employees. * Led the development and creation of the training materials and onboarding curriculum used to hire and prepare Back Office Technical Support Specialists. * Established operational workflows, support processes, and performance standards that contributed to the successful growth and scalability of the department. * Managed back-office operations and provided leadership, coaching, and performance support to ensure service quality and operational excellence. * Collaborated cross-functionally to improve processes, drive efficiency, and support organi
  • Att
    Collections Manager
    Att
    Oct 2018 - Jul 2022 (3 years 10 months)
    • Led, coached, and developed a team of collection agents while overseeing daily operations and performance. • Consistently exceeded KPIs and debt recovery targets through effective leadership and process optimization. • Managed delinquent accounts, negotiated payment arrangements and settlements, and maximized recovery while minimizing credit risk. • Monitored team performance and collection trends, and prepared operational reports to drive continuous improvement. • Resolved escalated customer disputes and ensured all collection activities complied with company policies and applicable regulations.
  • LanguageLine Solutions
    Spanish Interpreter
    LanguageLine Solutions
    Mar 2016 - Oct 2018 (2 years 8 months)
    Provided accurate, real-time Spanish-English interpretation for healthcare, insurance, emergency (911), and other professional service calls. Facilitated clear communication between limited English proficiency (LEP) individuals and service providers while maintaining accuracy, confidentiality, cultural sensitivity, and professionalism in high-pressure situations.
  • Teleperformance
    SALES REPRESENTATIVE
    Teleperformance
    Jun 2014 - Sep 2015 (1 year 4 months)
    Upsold the customers plan if possible while taking care of their billing concerns.
  • Carestream
    Customer Service Specialist
    Carestream
    Mar 2014 - Jun 2014 (4 months)
    At Carestream, part of my duties consist in receiving part orders by phone fax and email for radiology equipment in the U.S. and Canada. My position requires obtaining approvals, removing credit blocks, releasing orders as well as follow-up with Supply chain, engineers and customers.
  • Teletech
    bilingual customer service representative
    Teletech
    Nov 2012 - Jan 2014 (1 year 3 months)
    I work for Bank of America in the dealer financial services line of business assisting customers with any questions or concers they might have with their loans.
  • West Corporation
    bilingual customer service rep
    West Corporation
    Jun 2011 - Nov 2012 (1 year 6 months)
    Delivered exceptional customer service and consistently exceeded performance targets across multiple client campaigns by demonstrating strong communication, sales, and relationship-building skills. Key Experience: * Avis & Budget: Handled high-volume inbound calls, assisting customers with vehicle rental reservations while providing personalized service, resolving inquiries, and ensuring a positive customer experience. * 180Fusion: Conducted outbound sales calls to business owners, identifying their marketing needs and presenting customized digital marketing solutions, including Google and social media advertising services. * Cricket Wireless: Managed outbound customer retention efforts by engaging former customers, addressing concerns, a
Education verified_user 0% verified
  • f
    fenton high school
    fenton high school
  • L
    high school diploma
    LAKE PARK HIGH SCHOOL
    Jan 2004 - Jan 2008 (4 years 1 month)
Projects (professional or personal) verified_user 0% verified
  • AT&T
    process documentation
    AT&T
    Apr 2024 - Jun 2026 (2 years 3 months)
    process documentation