Suhelen Castillo

Team Member Services Coordinator

Qvc

Nov 2022 - Current (4 years)

• Deliver Team Member Service support to Team Members • Liaison between the Team Members and other departments • Achieve performance measures and follow established customer service standards and Service Level Agreements (SLAs) • Provide information and resolution to issues through in-person interactions, providing high-quality team member support. • Follow established procedures during shift. Remain flexible to support unanticipated events. • Assist Team Members and managers in Workday navigation and perform data entry into Workday. • Record and track all Team Member interactions in Quarte's internal Case Management System and ensures resolution • Create and assign unassigned tickets to Team Members Services Specialists and Senior

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Quality Control lead, Allen Distribution

May 2021 - Oct 2022 (1 year 6 months)

• Conduct required Quality Inspections and accurate documentation. • Implantation and review of customer requirements. • Review Custom Packaging and Warehouse documentation for completeness and accuracy. • Work with the Director of Food Safety and Quality on monthly Food Safety meetings and semiannual Management reviews. • Conduct monthly food safety and quality reviews with management. • Update food safety plans and quality programs, staff training, and review of required documentation. • Assure programs, policies, and procedures are compliant and kept current. Liaison to regulatory customer, internal, and third-party audits. • Work with Management to perform Food Safety Audits, Glass & bottle plastic, Food Defense, Allergen Contro

Quality Assurance Analyst

Walmart

Aug 2020 - May 2021 (10 months)

Maintains quality and accuracy of inventory by conducting audits on shipments and warehouse cycle schedules, cycle counting all the locations to keep the inventory updated, inspecting freight and products for correct quantities and conditions; preparing, reviewing, and analyzing reports; and moving freight manually and with powered equipment. Maintains quality and accuracy of print and bindery production by conducting audits at various stages of the manufacturing process.

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Bilingual Customer Services Representative

RCN,

May 2019 - Jul 2020 (1 year 3 months)

1. Take incoming telephone calls and information over the phone and make outbound calls to their customers. In most instances, a high is required. 2. Create a new account and update the data in the current customer account. 3. Offers all the products the company provides.

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ACA Specialist

OFFice Team

Feb 2019 - May 2019 (4 months)

• Inbound call and outbound call to Company the work with Jet pay to verify if they would use the ISolved (Workforce today) to produce their ACA form 2018. • Update information on the companies on Salesforce and Workforce. • Instruct the Companies on how to start the process.

Bilingual Customer Services Representative

United Healthcare

Jan 2018 - Jan 2019 (1 year 1 month)

• Answer incoming calls from the customer of Medicare United Healthcare Company. ◦ Answer incoming calls from consumers including the public, prospective enrollees and people assisting enrollees or acting on their behalf by all performance standards, policies and procedures, and protocols including but not limited to the confidentiality and privacy policies. • Rack and document all inquiries using the applicable systems. Send materials request. • Handle Claims, Payments of premiums, and plan inquiries. • Add a new member in the system, Close the account of the current member, and update the accounts (change of address, phone number, names, last names, etc.). • Provide information on stated regulations, premiums, and plans available.

Bilingual Customer Services Representative

Maximus

May 2015 - Jul 2018 (3 years 3 months)

• Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf by all performance standards, policies and procedures, and protocols including but not limited to the confidentiality and privacy policies. • Track and document all inquiries using the applicable systems. • Process new applications for health care coverage via the telephone including building tax household, household income, eligibility determinations, interpreting determinations made by the Marketplace, and enrollment into health plans. • Make changes in the application of the members, change of address, and phone number, add a new member to the account, change Health plan, active the accou

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Suhelen Castillo

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Behavioral traits