Héctor Ramon Castro Cruz

HÉCTOR R. CASTRO-- TEGUCIGALPA, HONDURAS Customer Service Professional with 10+ Years Progressive Roles in Providing Excellent Customer Service, Training, Sales and Cash Management up to Lps 270,000. Planning and Program Implementation - Language Proficiency; Spanish &English Building Customer and Vendor Relationships - Team Capacity Building, Training, & Mentorship Excellent Communication - Creative Problem Solver PROFESSIONAL EXPERIENCE DC Law Firm- Legal Assistant Provide close attention to all clients and medical providers over the phone. Relay client complaints, issues, requests, and demands to assigned paralegal in a timely manner and input any notes into the case management system. Quickly and efficiently prepare auto Liability, Uninsured (UM), Underinsured (UIM), and Personal Injury Protection (PIP)/ Medical Payment (Med Pay) demands upon request from assigned attorney and/or assigned paralegal. Quickly and efficient request and obtain proper medical bills and records from various medical providers with continuous follow up. Collaborate with legal assistants and paralegals in a team environment and ensure all policies and procedures are followed and completed. Interact with clients to effectively gather medical provider information to update case management system. - Oclinicals Scheduling Agent Scheduled patients for Office Visits or Procedures such as: Endoscopy and Colonscopy Follow-up with patients and schedule them for appointments. Spot-on quality assurance cases Convergys Honduras 2017 – 2018 Customer Support Agent, San Pedro Sula, HN - Product-knowledge trainer for several waves. Intervened to handle customer inquiries about troubleshooting, activating cable boxes or internet service, questions which preserved and strengthened service standards Trained and coached team members through hands-on mentoring and maximization of the best level of performance that promoted client satisfaction. Managed payroll for new hires. Marriott Hotel, Tegucigalpa, HN 2016 - 2017 Frontdesk Clerk - Provided inputs and answered client inquiries pertaining to registration, hotel services and travel directions Liaison betweenthe Food & Beverage, Housekeeping and Engineering for ensuring clients felt welcomed and at home Balanced daily cash up to Lps 270,000; reconciled credit and automatic debit card transactions with 100% accuracy Created repeat business and developed long-term client relationships through consistent positive customer feedback CM Airlines 2016 - 2016 Reservation Agent, Tegucigalpa, HN - Processed and managed reservations; offered travel vouchers to other vendor clients and travel agencies Leveraged client complaints with regards to baggage handling and expired tickets; made alternate suggestionsand arrangements that satisfied the customers’ needs and increased repeat business Reconciled credit card transactions with 100% accuracy, reporting to accounting department attaching a daily report transaction - TIGO Honduras - Call Center Officer Customer Officer Agent, - Intervened to handle customer inquiries, complaints, billing questions which preserved and strengthened service standards - Trained and coached team members through hands-on mentoringand maximization of the best level of performance that promoted client satisfaction - Spearheaded the pilot program for the institution of the SEIBEL system which served to provide increase the level of customer service - Provided customers with excellent technical support using maintenance procedures created with company products