Rubellys Castro
Customer Service & Training Professional | Experienced Intake Specialist | Problem-Solver & Effective Communicator
Santo Domingo
Summary
Dynamic Intake Specialist and CX Specialist with a proven track record, excelling in compassionate communication and data entry. Successfully managed client inquiries and streamlined intake processes, enhancing customer satisfaction. Recognized for strong attention to detail and critical thinking skills, fostering trust and building lasting relationships with clients.
Offering excellent organizational skills and passion for helping others. Brings ability to quickly learn procedures and adapt to new environments, contributing to efficient client assessment and record-keeping. Ready to use and develop communication and data management skills.
Overview
5
5
years of professional experience
1
1
Certification
2
2
Languages
Work History
Intake Specialist
LegalSoft
10.2024 - 02.2025
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
- Completed intake forms.
- Responsible for managing initial client inquiries, gathering case details, and assessing potential legal matters to determine eligibility. Acted as the first point of contact, ensuring a seamless intake process by collecting accurate information, scheduling consultations, and maintaining client records with strong communication, attention to detail, and professionalism.
- Communicated with potential clients via phone and email, delivering a professional and welcoming first impression.
- Collected and organize key case documents to facilitate a smooth process for the legal team.
- Coordinated and followed up on client callbacks, ensuring clear and timely communication while fostering strong relationships.
- Delivered outstanding customer service, building trust and strengthening the firm's reputation with every interaction.
CX Training Specialist
Hire Horatio
10.2021 - 09.2024
- Spearheaded updates to existing training materials to maintain relevance with industry best practices and evolving organizational needs.
- Designed interactive learning modules for employees, expanding access to training resources and fostering a culture of continuous learning.
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
- Developed lesson plans, instructional materials and written practice tests for training courses.
- Responsible for designing, implementing, and evaluating training programs to enhance staff skills in delivering world class customer service while working closely with other departments to ensure training aligns with overall business objectives.
- Collaborated cross-functionally with Customer Experience, Operations, and other teams to streamline processes and enhance customer satisfaction.
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
- Developed customized training materials including presentations, job aids, and facilitator guides for effective knowledge transfer.
- Streamlined onboarding process for new hires, resulting in reduced time to productivity.
- Provided coaching and mentoring to employees.
Chat Advocate | Subscription Retention Specialist
OutPLEX
02.2021 - 10.2021
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
- Delivered friendly service and offered expert support in every interaction.
- Engaged with customers via chat to negotiate and retain subscriptions while ensuring a positive customer experience.
- Offered tailored solutions, and guiding them through retention options to maintain their memberships.
- Strong communication, problem-solving, and negotiation skills.
Collections Agent
Scotia GBS
08.2020 - 11.2020
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Counseled debtors on payment options and arranged installment agreements.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed past due collection calls.
Education
Bachelor's Degree - Modern Languages With A Mention in English
Universidad Autonoma De Santo Domingo
Santo Domingo 01.2025 - Current
Skills
Compassionate communication
Data entry
Claims processing
Follow-up skills
Case management
Research and analysis
Records management
Critical thinking skills
Empathic communication
Teamwork and collaboration
Confidentiality practices
Microsoft office
Time management
Certification
EF SET - English C2 Proficient
Timeline
Bachelor's Degree - Modern Languages With A Mention in English
Universidad Autonoma De Santo Domingo
01.2025 - Current
Intake Specialist
LegalSoft
10.2024 - 02.2025
EF SET - English C2 Proficient
10-2024
CX Training Specialist
Hire Horatio
10.2021 - 09.2024
Chat Advocate | Subscription Retention Specialist
OutPLEX
02.2021 - 10.2021
Collections Agent
Scotia GBS
08.2020 - 11.2020
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