Ivan Castro
@ivancastro
Customer support professional improving SLA-driven service with AI-assisted, empathetic communication.
MexicoWhat I'm looking for
I’m a customer support professional with over eight years of combined experience delivering high-quality support across chat, phone, and ticketing platforms—including remote roles serving U.S.-based companies. I focus on empathy, clear communication, and efficient problem-solving in fast-paced, SLA-driven environments.
At Relay Delivery, I maintained a 90%+ first-contact resolution rate while managing up to 250 daily live chat conversations for order, delivery, and account issues. I reduced average handle time by 40% using AI-assisted tools (ChatGPT and Claude) and AI-drafted response macros, while keeping my responses human and emotionally grounded. I also earned a consistent 4.8/5 CSAT through accurate documentation and timely follow-ups until resolution, contributing to a 98% on-time escalation rate.
Previously, I supported e-commerce and healthcare clients by resolving shipping and order inquiries within SLA windows, educating customers via Meta Business messaging platforms, and handling 80+ member calls per week with strict HIPAA confidentiality. I bring de-escalation and emotional intelligence to sensitive situations, while staying disciplined with workflows, accuracy, and customer satisfaction.
Experience
Work history, roles, and key accomplishments
Chat Support Representative
Relay Delivery
Oct 2022 - Jun 2026 (3 years 8 months)
Maintained 90%+ first-contact resolution by managing up to 250 daily live chat conversations for drivers and restaurant partners, resolving order, delivery, and account issues via a custom ticketing platform. Reduced average handle time by 40% using AI-assisted response macros (ChatGPT/Claude) and maintained 4.8/5 CSAT through accurate ticket documentation and escalation follow-through.
Customer Support Representative
Scrachee
Sep 2020 - Sep 2021 (1 year)
Built warm, personalized customer relationships through Meta Business messaging to educate customers on eczema-care skincare products and drive repurchase intent. Resolved 100% of shipping and order inquiries within SLA windows by tracking orders and using AI-assisted response templates for timely updates.
Customer Service Representative
Wellcare
Jan 2019 - Sep 2020 (1 year 8 months)
Supported 80+ member calls per week with appointment scheduling, inpatient authorizations, prescription inquiries, and benefit explanations while maintaining HIPAA confidentiality. Achieved 93% member satisfaction using de-escalation and emotional intelligence, while reducing documentation errors to near zero through accurate case records and adherence to support workflows.
Handled 70+ inbound support calls per day by resolving order updates, refunds, reimbursements, and account adjustments while meeting SLA and quality requirements. Maintained top-quartile quality by escalating complex cases with complete documentation and ensuring zero missed follow-ups across assigned tickets.
Education
Degrees, certifications, and relevant coursework
University of Sonora
Bachelor of Science in Psychology, Psychology
Earned a Bachelor of Science in Psychology from the University of Sonora in 2018.
University of Sonora
Bachelor of Science, Psychology
Earned a Bachelor of Science in Psychology from the University of Sonora.
Tech stack
Software and tools used professionally
Availability
Location
MexicoAuthorized to work in
Job categories
Skills
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