Summary
Overview
Work History
Education
Skills
Accomplishments
Hobbies and Interests
Timeline
Generic

CORNELIA CASTILO

Summary

To achieve high career growth through a continuous learning process and keep myself dynamic, visionary and competitive with the changing dynamics of the world. Hardworking Associate Director knowledgeable about business practices in the BPO industry. Adept at supporting and enhancing operations with a decisive leadership style and strategic approach to decision making.

Overview

20
20
years of professional experience

Work History

Associate Director: Client Services

IBEX Jamaica
05.2023 - Current
  • Build collaborative, client-focused relationships, internally and externally at all levels in the client organization and internally
  • Maintain communications and working relationships with resource units and other critical organizations for input and resolution of business issues
  • Ensure client communication and support processes are in place to promote client confidence
  • Leading complex matrix organization in support of client and acts as the client advocate
  • Managing client expectations in support of daily activities for the client program
  • Collaborating with top management to deliver strategic business results
  • Owning effective management and progression of client escalations to resolution
  • Partnering with senior Client Services leaders and Sales to develop and manage Client Strategic Plans
  • Ensuring that business opportunities align with overall business and account strategies
  • Working closely with sales and financial teams in new business to capture efforts including defining solution alternatives and developing pricing models
  • Proactively working w/Sales and assist to extend client relationship and provide additional functionality, products, or services
  • Securing business opportunities by partnering with internal stakeholders to drive continuous results through high operational performance.

Associate Director: Operations

VXI Jamaica
05.2019 - 05.2023
  • Manage call center operations by means of reviewing and analyzing reports, records, and data to ensure that all quality, efficiency, and productivity standards/targets are met while remaining flexible with the expectation that the metrics may change as per client directives
  • Analyze reports rooting from several sources (whether client-based or internally-generated reports) essential in the day-to-day functions
  • Also expected to be highly keen on the details provided & hold Operations and/or other departments accountable to take actions on areas needing improvement
  • Set operational goals and business objectives
  • When needed, translate these goals into actionable items from Group/Shift Managers down to Team Manager (line supervisor) level
  • This includes setting or recommending topics for pre- and/or post-shift meetings / huddles with respective groups discussing goals, trends, action plans, among other announcements; including checks & balances (i.e
  • Check for understanding)
  • Assist the Operations Director/Site Director in developing long term customer base and quality strategies including ongoing needs, assessment, and feedback from Operations and Quality Monitoring processes
  • Maintaining a strict form of discipline at all times, in terms of processes and policies
  • At times, may implement corrective actions to address performance gaps and analyze trend data to coach group Managers and Team Managers to attain goals and objectives, through the Operations Manager
  • Specific follow-through activities are also expected which includes Performance Improvement Plans, etc
  • Effectively Communicate program activities and plans to the Operations Director and/or the entire operations team
  • Conduct interactions and regular communication with the client; in partnership with the Client Services and Operations Director
  • Help the Operations Director in conducting performance reviews as well, finds root cause and recommends action plans to solve performance gaps at any level
  • Keeping a close watch on WFM in terms of line requirements, schedule adherence, meeting staffing lines, recruiting overtime as the business requires; etc
  • And executes necessary decisions
  • Ensuring all parties/departments are executing the expectations set by the Business Leader
  • Formulate and propose strategies, and taps the necessary teams, to motivate teams and agents alike
  • This can include incentive programs, hours of operations changes, etc
  • Create or recommend schedules to the SME and WFM Team for better operations coverage at all sites
  • This includes operations teams' change of schedules to maximize business opportunities; in partnership with the Workforce Management Team adhering to client line requirements; and includes development activities like Coaching/Monitoring, Performance Trend reviews, etc
  • Work with the Quality Manager and/or team internally and externally with the client ensure Operations conform to all guidelines and quality standards set.

Operations Manager

VXI Jamaica
11.2017 - 05.2019
  • Manage call center operations by means of reviewing and analyzing reports, records, and data to ensure that all quality, efficiency, and productivity standards/targets are met
  • Analyze reports rooting from several sources (whether client-based or internally-generated reports) essential in the day-to-day functions
  • Also expected to be highly keen on the details provided & hold Operations and/or other departments accountable to take actions on areas needing improvement
  • Provide help with conducting performance reviews as well as well as finding root cause and recommending action plans to solve performance gaps at any level
  • Keeping a close watch on WFM in terms of line requirements, schedule adherence, meeting staffing lines, recruiting overtime as the business requires; etc
  • And executes necessary decisions
  • Ensuring that all parties/departments are executing the expectations set by the Business Leader / Director in terms of other Operational Performance Management functions specific to the program
  • This includes: Outlier Management – i.e
  • Daily / Weekly / Monthly outliers, which agents / TMs are at the bottom tier
  • How many
  • What %
  • Delivery of such results / items / reports to the Business Leader is necessary
  • Formulate and propose strategies, and taps the necessary teams, to motivate teams and agents alike
  • This can include incentive programs, hours of operations changes, etc
  • Creates or recommends schedules to the SME and WFM Team for better operations coverage at all sites
  • This may also include operations teams' change of schedules to maximize business opportunities; in partnership with the Workforce Management Team adhering to client line requirements; and includes development activities like Coaching/Monitoring, Performance Trend reviews, etc
  • Works with the Quality Manager and/or team internally and with the client ensure Operations conform to all guidelines and quality standards set

Team Manager

05.2016 - 11.2016
  • Reviewing agent performance results daily to ensure all goals are met or exceeded
  • Analyze trends and agent KPI/Sales performance
  • Identifying performance gaps and prepare action plans for effective coaching and performance improvement during one-on-one feedback
  • Monitoring and assessing employee calls to drive performance improvement plans
  • Ensuring agent calls are aligned with Quality Assurance objectives and targets
  • Be hands-on and demonstrates a desire to help Account Associates by building effective working relationships, driving individual responsibility, and accountability, and contributing to the site's successful performance
  • Teaching and improving up-selling and technical skills (i.e
  • Improved call handling, navigation and Product information research etc)
  • Reviewing and distributing procedure changes/updates in a timely manner to ensure agents understand changes and are aligned with organizational/site goals
  • Plan and conduct team meetings to share information, calibrate knowledge and performance, and motivate agents to learn and excel
  • Attending assigned Leadership Calibrations
  • Assisting and tracking agent password resets
  • Assist, track and coordinate issues with supporting departments, such as IT (computers, headsets, software, etc), HR (payroll issues), and Workforce (overtime, attendance tracking, etc.)
  • Administering HR and Department policies as instructed
  • Conducting annual agent reviews/evaluation
  • Presenting team's performance in a business review format either weekly or monthly
  • Supporting and enforcing: Code of Conduct, Compliance Requirements and Procedures, Dress Code, English Only Policy, Attitude/Behavior, Integrity, Call Handling, Driving teamwork and team performance
  • Creating, implementing and supporting call center initiatives
  • Orienting newly assigned members and establishing team mentor/buddies
  • Performing other assigned/related duties within the center as directed.

Snr. Quality Analyst

Conduent
01.2010 - 01.2016
  • Review recorded calls with clients and ensure that proper steps were taken regarding completing the call objective(s), documenting all required information and completing administrative tasks required
  • Utilize effective listening skills to assess quality and customer service and where there are gaps in performance, identify if there are any systematic shortcomings in performance and provide feedback to contact center managers regarding process improvement suggestions
  • Provide daily and weekly objective assessment reports regarding representatives' compliance of process, and adherence to procedures for calls with customers
  • Provide daily and weekly coaching and quality control training to employees regarding issues of quality performance and testing
  • Maintained administrative staff through recruitment, selection, training and orientation for the amazon line of businesses
  • Working with direct Manager as well as Quality team to complete additional client audits/tasks when requested
  • Drives teamwork and team performance
  • Creates, implements, and supports call center initiatives
  • Orients newly assigned members and establishes team mentor/buddies
  • Performs other assigned/related duties within the center as directed.

Customer Care Representative

Source Cellular
01.2007 - 01.2010
  • Supervise and monitor the sales for the Mountain View Branch
  • Maintained administrative staff through training and orientation
  • Responsible for gathering, analyzing and summarizing reports to manager as required using the Peach Tree Software
  • Market the company's suite of products and services.

Trainee- Customer Experience Management

National Commercial Bank
01.2004 - 01.2005
  • Provide support to the Clerical Staff in the Corporate Banking Department
  • Coordinate activities between customers and different departments and personnel within the organization.

Education

Bachelor of Arts in Language and Literacy (Pending) -

The Mico University College & School of Continuing Studies

1 GCSE: Mathematics -

Quality Academics

1 GCSE: Principles of Business1 GCSE: Principles of Accounts -

The Queens School

5 GCSEs: - English Language, Caribbean History, Geography, Religious Education and Home Economics Management -

Mona High School

Certificate of Merit in Information Technology -

National Vocational Qualification of Jamaica
01.2009

Certificate OF Merit in Speech Writing and Public Speaking -

UWI School of Continuing Studies
01.2007

Skills

  • Competent in Research, & Microsoft Office Suite
  • Handle and resolve critical quality problems using research abilities
  • Hands-on experience with statistical data collection and quality administration
  • Strong analytical skills, combined with effective communication, organizational skills and planning ability
  • Managerial qualities – Time management, project leadership and team work
  • Independent and self-directed – Can work with minimum supervision
  • Easily adaptive to coaching and feedback
  • Results Driven and Process Oriented
  • Strong communicational skills
  • Resourceful
  • Strong interpersonal skill
  • Strong Coaching and Developmental skills
  • Conflict Management and Issue Resolution
  • Decision Making
  • 100% trained on Stephen Covey’s Seven Habits of Highly Effective People and competently utilize each skill to effectively manage people, drive performance and create relationships that are necessary for the growth and sustainability of an organization
  • Project Management
  • Strategic leadership
  • Analytical Thinking
  • Coaching and Mentoring
  • Relationship Building
  • Decision-Making
  • Team Collaboration and Leadership
  • Process Improvement
  • Key relationship management
  • Operations Management
  • Critical Thinking
  • Key relationship development
  • Crisis Management
  • Budget Management
  • Team Leadership
  • Teamwork and Collaboration
  • Customer Service
  • Employee Development
  • Cost Control
  • Managing Operations and Efficiency

Accomplishments

  • 1st Associate Director at VXI Jamaica to meet and exceed all internal and external targets at 100%
  • Amongst tenured managers on the Low Cost Broadband program, consistently recognized/ranked within the top two Operation Managers internationally.
  • Multiple Certificates of rewards and recognition for consistent outstanding performance as an Operations Manager on the AT&T ISM program.
  • Certificate of Recognition issued for consistent improvement and Top Team Leader on the AT&T ISM program.
  • Track record of achieving, exceeding and maintaining assigned goals during and after peak as a Quality Analyst with the Amazon.com program.
  • Certificate of Recognition for managing and maintaining the lowest NRR score for the Amazon.com line of business.
  • Most Congenial award: nominated and awarded by fellow Quality Analysts for being a top team player.
  • As a new Quality Analyst, given the task of developing twenty new associates, this was accomplished in less than six months.
  • Promoted to Quality Analyst in less than a year following excellence in providing customer education on the company's services and commendation by supervisor.
  • Recognized as “#1 Customer Service Rep” numbers times within the period 2010-2012 based on accuracy, customer service, duration of calls and availability.

Hobbies and Interests

  • Reading
  • Playing board games
  • Teaching

Timeline

Associate Director: Client Services

IBEX Jamaica
05.2023 - Current

Associate Director: Operations

VXI Jamaica
05.2019 - 05.2023

Operations Manager

VXI Jamaica
11.2017 - 05.2019

Team Manager

05.2016 - 11.2016

Snr. Quality Analyst

Conduent
01.2010 - 01.2016

Customer Care Representative

Source Cellular
01.2007 - 01.2010

Trainee- Customer Experience Management

National Commercial Bank
01.2004 - 01.2005

Bachelor of Arts in Language and Literacy (Pending) -

The Mico University College & School of Continuing Studies

1 GCSE: Mathematics -

Quality Academics

1 GCSE: Principles of Business1 GCSE: Principles of Accounts -

The Queens School

5 GCSEs: - English Language, Caribbean History, Geography, Religious Education and Home Economics Management -

Mona High School

Certificate of Merit in Information Technology -

National Vocational Qualification of Jamaica

Certificate OF Merit in Speech Writing and Public Speaking -

UWI School of Continuing Studies

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CORNELIA CASTILO