Luis Castellon

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SUPERVISOR

Conduent,

Nov 2024 - Current (1 year 10 months)

In my current role as a Team Supervisor in a data entry account, I oversee a team responsible for accurately processing customer information across email, chat, and social media channels. I ensure quality, timely completion of tasks, and adherence to company policies and brand voice. I manage escalated issues, monitor team performance metrics, and collaborate with other departments to resolve data-related concerns. Additionally, I lead hiring, training, and performance management initiatives, while identifying trends to improve efficiency and accuracy. This role has strengthened my leadership, problem-solving, and communication skills, enabling me to support a high-performing team in a fast-paced environment.

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CUSTOMER EXPERIENCE SUPERVISOR

Telus International,

Dec 2019 - Oct 2024 (4 years 11 months)

I was responsible for managing a team of Customer Experience Analysts, with a strong focus on performance insights and strategic improvement. My duties included generating detailed reports, analyzing customer experience data across multiple channels (phone, email, and chat), and presenting findings to stakeholders. Based on these insights, I collaborated on strategies aimed at addressing areas of opportunity and improving key performance indicators (KPIs). I conducted regular root cause analysis (RCA) to identify trends and support continuous improvement initiatives. Throughout this role, I gained hands-on experience with a variety of CRM platforms, including Zendesk, Salesforce, and other industry tools, while maintaining a comprehensive v

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SHIFT LEAD

Everise,

Sep 2018 - Nov 2019 (1 year 3 months)

I worked on the FedEx account at Everise, where I provided customer support and issue resolution related to deliveries, missing items, and account inquiries. After seven months, I was promoted to Floor Support, a role where I assisted frontline agents with real-time guidance on processes, customer communication, and system navigation. I was later selected to participate in a specialized performance improvement project focused on helping underperforming agents enhance

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SOCIAL MEDIA QA AUDITOR

Atento,

Sep 2017 - Aug 2018 (1 year)

After three months as a Customer Service Representative, I was promoted to the role of Social Media Auditor, where I supported quality assurance across customer communications. In addition to handling customer inquiries via chat, email, and social media platforms like Facebook, Instagram, and Twitter, I was responsible for reviewing written interactions to ensure they followed internal procedures and maintained the correct tone of voice. My role also involved identifying grammar or compliance issues, providing coaching to agents to improve their written communication and adherence to protocols, and supporting the team in delivering consistent, high-quality customer experiences. This position strengthened my attention to detail, reinforced a

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CUSTOMER SERVICE

Telus International,

Jul 2015 - Sep 2017 (2 years 3 months)

TELUS was both my first call center and my first job. I started by taking customer calls and later expanded my experience to include handling inquiries through email and live chat. After 8 months, I was promoted to the role of Mentor, where I supported new hires by answering questions related to training materials and helping them develop essential skills such as active listening, written communication, grammar, and empathy. This role gave me hands-on experience in coaching others, reinforcing quality service standards, and ensuring consistency across multiple communication channels.

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