Guillermo Castro

At LOOT, I built and scaled an independent Customer Success team from the ground up, establishing escalation paths, operational frameworks, team guidelines, knowledge bases, SOPs, and automated support workflows.

I've owned AI-assisted support tools by identifying knowledge gaps, curating training content, and improving prompt logic against real user scenarios. I also led proactive engagement and root-cause resolution efforts to exceed retention and satisfaction KPIs.

Previously at Teleperformance, I led a cross-functional team of 16 BPO agents across multiple client accounts, managed SLA performance, and created improvement plans that contributed to three internal promotions.

My experience also includes managing operations, sales, financial reporting, staff scheduling, and client relationships at Power Club Fitness Center. I bring a practical, continuous-improvement approach to customer experience, operational performance, and team development.