Sharla Castillo
Summary
Experienced Customer Service Representative/Supervisor bringing 16 years of quality performance in customer support roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Belize Water Services Limited
08.2018 - 09.2023
- Supervised and guided staff
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
- Managed front-line section and cashiers
- Generated staff weekly schedule
- Approved customer service applications
- Assisted with irate customers when necessary
- Generated monthly reports
- Cashed out daily
- Monitored filing system
- Submitted necessary form in timely manner for approval
- Managed leak line cell phone every 5 months
- Monitored requests in Job Tracking System to avoid failure
- Ensured customer and staff complaints are dealt with appropriately and in timely manner
- Revised of policies and procedures
Customer Service Representative
Belize Water Service Limited
02.2007 - 07.2018
- Assisted both internal and external customers professionally
- Provided customers with information as it relates to company policies, procedures, and standards
- Assisted walk-in customers with any complaints or requests
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Handled customer inquiries and suggestions courteously and professionally
- Updated account information to maintain customer records
Office Assistant/Collection Agent
The Belize Times Press Limited
08.2001 - 01.2007
- Assisted with customer queries via phone
- Quoted customers on publishing queries
- Collected from customers
- Prepared accounts receivable
Education
Associate Degree in Business Studies -
Wesley Junior College
34 Yarborough Road, Belize City06.2019
High School Diploma -
Nazarene High School
31 Princess Margaret Drive, Belize City06.2000
Skills
- Team Building and Leadership
- Time Management
- Leading Team Meetings
- Work Prioritization
- Report Generation
- Workflow Management
- Team Development
- Complaint Resolution
Certification
The Voice of Leadership: How Leaders Inspire, Influence, and Achieve Results
The University of the West Indies Open Campus- Princess Margaret Drive, Belize City
Hobbies and Interests
I enjoy meeting and working with people. In the ever-changing world, I ensure to adapt and keep up with developing trends in both my business and personal life. I like to travel and explore new places. I also take pleasure in learning new things and overcoming new challenges.
References
- Mrs. Fay McKay, Belize Times Press Ltd., #3 Queen Street, Belize City, 614-1869
- Mr. Haydon Brown, Belize Water Services Ltd., 7 Central American Blvd, Belize City, 610-1739
- Ms. Deborah Wade, Realtor/Hidden Jewel Resort, Tropical Park, Belize City, 610-5733
Timeline
Customer Service Supervisor
Belize Water Services Limited
08.2018 - 09.2023
Customer Service Representative
Belize Water Service Limited
02.2007 - 07.2018
Office Assistant/Collection Agent
The Belize Times Press Limited
08.2001 - 01.2007
Associate Degree in Business Studies -
Wesley Junior College
High School Diploma -
Nazarene High School
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