Diana Castillo

Directed regional HR operations for 200+ staff across four USAID Missions, ensuring policy compliance and operational continuity. Led recruitment, onboarding, training, and performance management initiatives, and executed 200+ mission closeout activities during a full-scale drawdown.

Developed foundational HR infrastructure, including employee databases and records management systems, during rapid organizational growth. Coordinated high-volume recruitment, growing workforce from 15 to 80+ employees, and facilitated onboarding and HR workshops.

Directed daily operations for a business unit of 45+ employees, supervising three team leads and improving team engagement and operational performance. Implemented training and development initiatives to address performance gaps.

Supervised customer service and support teams, managing daily operations and staff coaching. Created a performance-based motivation program and developed a KPI scorecard tracking system.

Delivered bilingual customer service and real-time English-Spanish interpretation, consistently exceeding service quality and performance targets.

Delivered technical support, customer service, and sales across three accounts, consistently exceeding targets for resolution time, customer satisfaction, and sales performance.

Master's degree in Business Management from Universidad Centroamericana José Simeon Cañas, completed in October 2017.

Bachelor's degree in Business Administration from Universidad de El Salvador, completed in June 2013.