Christian Castro
@christiancastro3
Customer Support Specialist in fintech, resolving 50+ daily inquiries with fast response times across email and live chat.
PhilippinesWhat I'm looking for
In my current fintech customer support and operations role, I resolve 50+ daily inquiries across email and live chat, handling account access, payout concerns, and basic troubleshooting. I average a 41-second first response time and a 3-minute, 10-second handling time.
I manage simultaneous support queues and document issues clearly to help reduce repeat contacts. I also triage escalated account and payout cases, coordinating with internal teams to close unresolved tickets.
Earlier, as an Economic Researcher I at Local Government Unit, I conducted field research and collected data for local economic programs. I produced reports and supporting documentation for planning discussions and helped maintain accurate records across research projects.
Experience
Work history, roles, and key accomplishments
FinTech Customer Support & Operations Specialist
Remote
Jan 2024 - Present (2 years 9 months)
Resolved 50+ daily customer inquiries across email and live chat, achieving a 41-second average first response time and 3m 10s handling time. Managed simultaneous queues during peak periods and triaged escalated account and payout cases.
Economic Researcher I
Local Government Unit
Jan 2015 - Dec 2019 (4 years 11 months)
Conducted field research and data collection for local economic programs, supporting policy planning and reporting. Produced research reports and ensured data accuracy across multiple projects.
Education
Degrees, certifications, and relevant coursework
Google AI Essentials, Artificial Intelligence
In progress: Google AI Essentials certification.
Google Skillshop
Fundamentals of Digital Marketing, Digital Marketing
Completed Fundamentals of Digital Marketing in 2026, covering digital marketing, content strategy, customer engagement, and SEO fundamentals.
HubSpot Academy
HubSpot Service Hub Software Certification, Customer Support
Active HubSpot Service Hub Software Certification, valid from 2026 to 2027.
Far Eastern University
Bachelor of Arts, Political Science
Grade: Summa Cum Laude
Graduated Summa Cum Laude with a Bachelor of Arts in Political Science.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Social media
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