Open to opportunities

Hossana Mae Castro

@hossanamaecastro

Message

Customer-focused operations leader driving service excellence and team performance.

Philippines

Message

What I'm looking for

I seek a customer-focused operations role where I can lead teams, improve CX metrics, coach staff, and drive process improvements in a collaborative culture.

I am a customer-focused operations and people leadership professional with progressive experience across BPO, eCommerce, insurance, logistics, and leadership environments.

I have delivered multi-channel customer support (chat, email, phone), handled claims and first notice of loss processes, and supported package-related logistics inquiries while consistently meeting KPIs for service quality and response time.

As an engagement lead and assistant manager intern, I designed and coordinated employee engagement programs, coached and developed team members, tracked KPIs, and supported escalations to improve retention and performance.

I seek opportunities to apply operational excellence, data-driven decision-making, and strong cross-functional coordination to drive exceptional customer experience and team outcomes.

Experience

Work history, roles, and key accomplishments

Customer Support Advisor

Concentrix

Nov 2024 - Apr 2025 (5 months)

Provided multi-channel FedEx package support via phone, email, and chat, resolving tracking, delivery, and damage issues and coordinating with logistics partners to ensure timely resolutions.

Customer Support Phone Support Email Support Chat Support Logistics Coordination Ticketing Systems Case Documentation Escalation Management

Appointment Setter

Thrive Source

Jul 2024 - Oct 2024 (3 months)

Conducted outbound and inbound calls to generate and qualify home remodeling leads, scheduled appointments, and maintained CRM records to support sales handoffs and conversion.

Appointment Setting Outbound Calling Lead Qualification CRM Customer Engagement Scheduling & Compliance

Customer Care Executive

EXL

Apr 2023 - May 2024 (1 year 1 month)

Handled Allstate FNOL and Express claims via email, text, and phone, captured accurate loss details, coordinated with vendors, and maintained claims records to support timely processing.

Claims Management FNOL Customer Support Email Support Phone Support Documentation Insurance Compliance

Account Manager

Telemind

Jan 2023 - Apr 2023 (3 months)

Scheduled and confirmed appointments for Bitcoin accounts, qualified leads through outbound/inbound outreach, and maintained CRM records to improve client engagement and conversion.

Appointment Setting Lead Qualification CRM Client Relationship Management Outbound Calling & Compliance

Sales Representative

Azpired

Nov 2021 - Jan 2023 (1 year 2 months)

Provided end-to-end eCommerce customer support for Plexaderm via chat, email, and phone, handled pre/post-sale issues, and consistently met KPIs for sales, CSAT, and quality.

E commerce Support Sales Upselling Chat Support Email Support Order Management CRM Customer Retention

Assistant Manager Intern

BQM

Supported daily BPO operations by assisting managers with performance monitoring, coaching agents, tracking KPIs, and coordinating workforce scheduling and escalations.

Performance Monitoring Coaching KPIs Escalations Coordination

Engagement Head

EXL

Led employee engagement programs to improve satisfaction and retention, coordinated initiatives with HR and operations, and monitored engagement metrics to drive improvements.

Employee Engagement Program Design Stakeholder Management Communication Team Leadership Retention