Caroline Castillo
Marketing
Santo Domingo,Dominican Republic
Summary
Experienced in Customer Experience, Operations and Project Management, with over 15 years of background in different industries such as Healthcare Insurance, Telecommunications and Contact Centers. Excellent reputation for solving problems and improving customer satisfaction.
Overview
7
7
years of post-secondary education
19
19
years of professional experience
Work History
Senior Customer Experience Manager
Humano Group
Santo Domingo , Dominican Republic
10.2016 - Current
- Design and drive the Customer Experience Strategy across Humano.
- Cultivate a purpose driven customer / colleague experience across business.
- Create the customer journeys and blue prints across all channels to guarantee easer interactions, customer loyalty and cost reduction.
- Manage the Voice of the Customer (VOC) and drive improvements based on customer feedback.
- Implement measure and manage the Customer Experience KPI (NPS, CES, CSAT).
- Design and deliver Omnichannel program, to ensure a standardized customer experience across all channels.
- Apply Design Thinking methodology to support new products roadmap and created customer-centric experiences.
- Advocate on behalf of the customer during all business engagements to ensure a consistent and valuable experience.
Senior Customer Experience and Quality Manager
Orange Dominicana
Santo Domingo, Dominican Republic
01.2013 - 10.2016
- Lead the operations associated with quality processes and customer experience.
- Lead quality and customer experience team.
- Designing the customer experience map.
- Manage the Voice of the Customer (VOC) and drive improvements based on customer feedback.
- Measure and manage the Customer Experience KPIs (NPS, CES, CSAT).
- Audit compliance with quality standards.
- Planning and scheduling to the customer services agents.
- Design and develop programs to reduce operating costs
Quality Manager Assurance and Work Force Manager
Orange Dominicana
Santo Domingo, Dominican Republic
01.2012 - 01.2013
- Lead the operations associated with quality processes, forecasting and sizing of staff for customer service units and serve as Deputy of Director Customer Excellent Department.
- Lead quality team.
- Develop and implement quality programs to satisfy customer requirements and the company's strategic objectives.
- Follow up the Customer Experience.
- Define and measuring indicators to monitor the performance of quality in customer service units.
- Follow up action plans with customer service units for the quality improvement.
- Follow up action plans with outsourced operations for the quality improvement.
- Develop and implement proposals to cost optimization through sizing effective staff.
Outsourced Operations Specialist
Orange Spain
Madrid, Spain
05.2011 - 01.2012
- Oversee the performance indicators of Contact Centers Vendors.
- Develop the bidding process for Contact Centers Vendors.
- Design incentive programs for Outsourcing Operations.
- Coordinate the activities related to the development of new projects.
Outsourced Operations Specialist
Orange Dominicana
Santo Domingo, Dominican Republic
01.2008 - 05.2011
- Oversee the performance indicators of Contact Centers Vendor
- Develop the bidding process for Contact Centers Vendors.
- Design incentive programs for Outsourcing Operations.
- Coordinate the activities related to the development of new projects.
- Design and drive action plans to increase customer satisfaction and reduce cost.
Contact Center Supervisor
Orange Dominicana
Santo Domingo, Dominican Republic
01.2007 - 01.2008
- Lead and develop skills of Customer Service Agents.
- Ensure the quality of service provided.
- Oversee the performance of Customer Service Agents.
- Identify customer complaints and drive improvements for the service provide.
Operations Supervisor
Opitel
Santo Domingo, Dominican Republic
01.2005 - 01.2007
- Oversee the performance of Statistical Analysts.
- Ensure the quality accuracy and deadline delivery to the Operations Units.
- Manage the financial indicators for Contact Centers Operations.
- Drive improvements to reductions cost.
Contac Center Supervisor
Opitel
Santo Domingo, Dominican Republic
05.2002 - 05.2005
- Lead and develop skills of Customer Service Agents.
- Ensure the quality of service provided.
- Oversee the performance of Customer Service Agents.
- Identify customer complaints and drive improvements for the service provide.
Education
Master of Management And Productivity -
APEC University
Santo Domingo, Dominican Republic 09.2007 - 09.2009
Bachelor Degree - Marketing
UTESA University
Santo Domingo, Dominican Republic 09.2000 - 10.2005
Skills
Customer experience management
Customer observations
MS Office (Excel, Power Point, Word, Project, Visio)
Language: Native Spanish, Intermediate English
Customer experience analysis
Timeline
Senior Customer Experience Manager
Humano Group
10.2016 - Current
Senior Customer Experience and Quality Manager
Orange Dominicana
01.2013 - 10.2016
Quality Manager Assurance and Work Force Manager
Orange Dominicana
01.2012 - 01.2013
Outsourced Operations Specialist
Orange Spain
05.2011 - 01.2012
Outsourced Operations Specialist
Orange Dominicana
01.2008 - 05.2011
Master of Management And Productivity -
APEC University
09.2007 - 09.2009
Contact Center Supervisor
Orange Dominicana
01.2007 - 01.2008
Operations Supervisor
Opitel
01.2005 - 01.2007
Contac Center Supervisor
Opitel
05.2002 - 05.2005
Bachelor Degree - Marketing
UTESA University
09.2000 - 10.2005