Open to opportunities

David Vincent Del Castillo

@davidvincentdelcasti

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Customer-focused technical support and retention specialist driving measurable results.

Philippines

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What I'm looking for

I seek a customer-centric role where I can reduce churn, improve onboarding, and lead teams while advancing in account management and operations.

I am a customer-focused technical support and retention specialist with a proven track record across telecom, streaming, fintech, and service operations. I consistently improve first-contact resolution, streamline onboarding, and reduce churn through proactive communication and process improvements.

At Fibrely, I improved onboarding and activation processes, achieving a 95% first-time resolution rate and boosting customer satisfaction scores by 20%. I also coordinated executive briefings and logistics reporting that reduced delivery delays by 15% and informed strategic decisions.

Across roles at AT&T, Sprint/T-Mobile, Netflix, Hyosung, and Allbridge, I have driven renewal rates up, cut response times, and led teams to meet sales and service objectives. I bring strong active listening, problem-solving, and leadership skills to roles focused on retention, account management, and technical support.

Experience

Work history, roles, and key accomplishments

Retention Admin

Allbridge

Jan 2025 - Nov 2025 (10 months)

Managed customer retention and administrative support, streamlining renewal communications to increase renewal success by 20% and reducing churn by 15%.

Customer Retention Contract Management Communication Data Analysis

Service Dispatcher

Hyosung

Sep 2024 - Dec 2024 (3 months)

Coordinated service requests and dispatched technicians, managing 150+ monthly requests and reducing response times by 20% while lowering ATM downtime by 35% at major bank branches.

Service Dispatching Coordination Vendor Management Troubleshooting Communication Incident Tracking

Senior Technical Support

Fibrely

Dec 2023 - Sep 2024 (9 months)

Provided advanced technical support, streamlined onboarding to ensure 100% router delivery verification, achieved 95% first-time resolution and improved customer satisfaction by 20%.

Technical Support Onboarding Troubleshooting & Customer Success Logistics Coordination Performance Monitoring

Account Manager

Flagship One

Aug 2023 - Dec 2023 (4 months)

Created and executed company sales strategies and served as an outside advisor to the company to drive client acquisition and revenue.

Account Management Sales Strategy Relationship Building Negotiation

Technical Advisor

Netflix

Mar 2023 - Jul 2023 (4 months)

Provided technical support and guidance, acted as team lead to ensure high-quality service delivery and timely issue resolution.

Technical Support Troubleshooting Team Leadership Customer Service Incident Management

Sales Advisor V

Sprint / T-Mobile

Jun 2022 - Mar 2023 (9 months)

Advised customers on products and services to meet needs, contributed to sales strategies, and consistently achieved sales targets.

Sales Product Knowledge Upselling Communication TARGET

Medicare Insurance Advisor

AT&T

Apr 2021 - Jan 2022 (9 months)

Assisted Medicare clients with inquiries and provided solutions while maintaining high standards of customer service and professionalism to support client retention.

Customer Service Communication Problem Solving Documentation Compliance

Retention Account Specialist

AT&T

Jan 2019 - Apr 2021 (2 years 3 months)

Provided customer excellence by addressing inquiries and resolving issues efficiently using active listening and probing questions to build rapport and retain accounts.

Customer Service Retention Active Listening Communication Problem Solving CRM

Education

Degrees, certifications, and relevant coursework

University of San Jose - Recoletos

Bachelor of Science, Psychology

Completed a Bachelor of Science in Psychology at the University of San Jose - Recoletos in Cebu City, focusing on psychological principles and human behavior.