Ronald De Castro

Ronald De Castro Caloocan, Metro Manila • - •- Customer Service Specialist WORK EXPERIENCE The Ridge Wallet Llc • 01/2023 - Present Customer Experience Specialist • Proactively engaged with customers, resulting in a notable increase in overall satisfaction scores. My diligent feedback collection and analysis led to a 20% reduction in response times and contributed to process improvements that minimized errors in collaboration with cross-functional teams. My meticulous record-keeping facilitated data-driven decisions, enhancing response quality and reinforcing my commitment to effective customer engagement. Push Cases • 01/2019 - 02/2023 Customer Support And Social Media Manager • Consistently achieved a 93% customer satisfaction rate by streamlining issue resolution processes and optimizing workflows. Implemented a training program that reduced escalations by 30% and improved employee satisfaction. Collaborated efforts with the fulfillment team resulted in a 25% reduction in support inquiries, demonstrating my ability to drive efficiency, team success, and customer satisfaction. QBE Insurance Australia • 05/2013 - 11/2019 Training Officer • Successfully designed and delivered training programs that led to a substantial increase in employee productivity. Consistently received high participant satisfaction rates through engaging and informative training sessions. Additionally, my commitment to continuous improvement reduced training times by 15%, while meticulous record-keeping ensured compliance and supported organizational audits. Underwriting Assistant • Managed risk to maintain a low claims ratio. My process improvements streamlined application processing, reduced turnaround times and maintained strong client relationships with a 98% customer satisfaction rating through clear and timely communication. Reduced 15% in audit findings caused by my commitment to regulatory compliance, showcasing my dedication to upholding industry standards. Xperience Realty • 09/2010 - 03/2013 Airbnb Property Manager • Supervised all front desk operations, guest services, and cleaning resources to ensure quality and satisfaction. Successful implementation of guest satisfaction initiatives, customer service, improvement in customer feedback ratings from 3.5 to 4.7, and recognition for exceptional guest service. Expedia • 04/2007 - 09/2010 Travel & Sales Specialist • Demonstrated strong customer service, resulting in high customer satisfaction ratings, exceeded sales targets with a conversion rate not lower than 92%, and resolved complex customer issues such as ticket cancelations and emergency assistance. EDUCATION Bachelor Of Science In Biology Manila Central University SKILLS Airbnb, Cross Functional Skills, Customer Communication, Customer Satisfaction, Data Driven, Educational Program, Issue Resolution, Job Satisfaction, Process Improvement, Short Term Rentals, Spoken English