Karen Castillo

KAREN CASTILLO linkedin.com/kgcastillo | - |-An organised and reliable professional with over 10 years’ experience in delivering outstanding customer service, quality assurance, regulatory compliance and process improvement demonstrated in a variety of industries. Operates with a sense of urgency and thrives in a challenging yet fun and rewarding working environment. PROFESSIONAL EXPERIENCE BUSINESS OPERATIONS OFFICER | SEEK | DECEMBER 2016 – SEPTEMBER 2017 · Manages business operations in SEEK Learning and provides support to the wider business by identifying operational inefficiencies and rolling out continuous process improvements · Sole point of contact in resolving all customer service requests from internal and external stakeholders using Zendesk · Maintains stakeholder relationships within the organisation and with NSW and VIC government organisations · Manages and processes all finance requests and end-of-month reports for the Finance Team · Runs regular SAP testing and staging for new products in the SEEK Learning website KEY ACHIEVEMENTS · Transitioned to the role from a team of 20 support staff to solely running the Business Operations Team · Created the automation of existing online enrolments and refunds process which resulted to increased productivity by 15% per day · Instrumental in the inception and testing of Zendesk for Business Operations and Complaints Management resulting to decreased lead time in managing requests and resolving complaints and from 3 days down to 24 hours · Played an integral part in the creation of a new product offering in the SEEK Learning website by creating plans on testing, staging and execution of a new product alongside Business Project Managers, Data Analytics and the Product Team · Streamlined current end of month finance reporting processes from 5 days down to 2 days QUALITY ASSURANCE OFFICER | SEEK | DECEMBER 2014 – DECEMBER 2016 · Manages the overall compliance and complaints management within SEEK Learning · Championed the creation of a new quality assurance audit process in line with the 2015 and 2016 RTO legislation changes · Audits an average of 25-30 customer transactions per day to ensure that all interactions between students and SEEK Learning are compliant to internal standards and RTO, VET and Higher Education regulations · Provides real time feedback to employees and their managers on any compliance issues or escalated complaints · Manages stakeholder relationship within the organisation and with NSW and VIC government organisations, TAFE NSW, ASQA and NCAT for compliance audits and investigations conducted for complaints management and resolution KEY ACHIEVEMENTS · Created the Quality Assurance Mailbox as a single point of contact for compliance and complaints requests decreasing the time in resolving complaints and from 3 days to 24 hours · Conceptualised and managed the staging and testing of the Quality Assurance database Zendesk which allowed visibility and reporting for trends for risk mitigation and analysis · Created a streamlined process for Quality Assurance audits by providing real time feedback to Learning Consultants and their managers that resulted to achieving 94% sales floor compliance from 67% in 3 months · Generated monthly reports on quality compliance and complaints that outlined trends and analysed data for the SEEK Leadership Team · Solely managed the Quality Assurance and Compliance Team from January to May 2016 for a sales floor of about 95 Learning Consultants while still being able to achieve KPIs CANDIDATE MANAGER - COMPLIANCE | CHARTERHOUSE MEDICAL | AUGUST 2013 – NOVEMBER 2014 · Collaborates with a team of 15 principal consultants that recruit doctors of all levels, from juniors to specialists · Manages local and interstate travel, car hire and accommodation for all locum doctors on a day-to-day basis · Ensures that all locum doctors are up to Australian Public and Private hospital credentialing and Charterhouse Medical standards · Responsible for implementing and following strict guidelines with all the locum doctors that are working with Charterhouse Medical RECRUITMENT CONSULTANT – PERMANENT GP | HEALTHCARE AUSTRALIA | FEBRUARY 2012 – JULY 2013 · Responsible for marketing of Healthcare Australia, mapping the market, finding clients, and attracting candidates and successfully matching them to permanent positions · Handles application enquiries, shortlist and assess applications · Requests for timesheets and prepare weekly invoices for the Finance Department · Books travel, car hire and accommodation for locum doctors NSW SERVICE ADMINISTRATION MANAGER | THYSSENKRUPP ELEVATOR | JULY 2010 – FEBRUARY 2012 · Manages the National Response call centre who looks after emergency calls from elevators · Prepares tenders and presents in client presentations alongside the leadership team · Manages the executive teams travel, accommodation, restaurant and sporting event bookings, monthly finance reporting and invoices · Recruits and manages administration staff and client services team 1 COMMONWEALTH BANK AWARDS SPECIALIST | CARLSON MARKETING | JULY 2007 – JULY 2010 · Manages phone queries on Commonwealth Bank Credit Cards · Provides personal concierge services for top clients · Assists in website navigation for Commonwealth Awards · Manages complaints received for account information discrepancies CORE SKILLS AND COMMUNICATIONS TRAINING SPECIALIST | SYKES ASIA INC | NOVEMBER 2011–DECEMBER 2006 · Managed training for Core Skills and Call Centre Communications for Sykes Asia Inc. · Conducted Training Needs Analysis and developed new training modules for Management Training and coaching · Provides Customer Service training for the new employee induction program for at least 50 participants every 2 weeks · Worked with Team Managers to create training programs to address customer service and complaints management issues EDUCATION CERTIFICATE IN OPERATIONS MANAGEMENT · Udemy · February 2017 (Ongoing) CERTIFICATE IN FRONTLINE MANAGEMENT · Vision Training Institute · February 2012 DIPLOMA OF BUSINESS MANAGEMENT · Ultimo TAFE December 2008 BACHELOR OF ARTS IN INTERNATIONAL STUDIES MAJOR IN JAPANESE · De La Salle University · June 2001 TECHNICAL AND CREATIVE SKILLS Microsoft Office Suite (Advanced) - Mac OS - SAP CRM – OneDrive - Zendesk - Canva SharePoint - JIRA - Trello - Film and Sound Editing 2