Ivan Castro
@ivancastro1
Customer support professional improving SLAs and CSAT 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 work supporting U.S.-based companies. I focus on empathy, clear communication, and efficient problem-solving in fast-paced, SLA-driven environments.
In my remote chat support role, I maintained a 90%+ first-contact resolution rate and achieved a consistent 4.8/5 CSAT through accurate ticket documentation and timely escalation follow-through. I also reduced average handle time by 40% by leveraging AI-assisted tools (ChatGPT, Claude) and response macros—while keeping a human, empathetic tone.
Earlier experience strengthened my ability to support diverse audiences, from delivery and e-commerce customers to healthcare members. I supported inpatient authorizations and prescription inquiries while maintaining strict HIPAA confidentiality, and I resolved shipping/order issues within SLA windows using AI-assisted response templates.
Experience
Work history, roles, and key accomplishments
Chat Support Representative
Relay Delivery
Oct 2022 - Jun 2026 (3 years 8 months)
Managed up to 250 daily live chat conversations to resolve order, delivery, and account issues for drivers and restaurant partners, maintaining 90%+ first-contact resolution via SLA reporting. Reduced average handle time by 40% and achieved 4.8/5 CSAT by using ChatGPT/Claude-assisted response macros and accurate, timely ticket documentation until escalations were fully resolved.
Customer Support Representative
Scrachee
Sep 2020 - Sep 2021 (1 year)
Supported eczema-care skincare customers via Meta Business messaging, educating customers and building warm relationships to increase repurchase intent. Resolved 100% of shipping and order inquiries within SLA windows using AI-assisted response templates and proactive order updates.
Customer Service Representative
Wellcare
Jan 2019 - Sep 2020 (1 year 8 months)
Handled 80+ member calls per week by assisting with appointment scheduling, inpatient authorizations, prescription inquiries, and benefit explanations while maintaining HIPAA confidentiality. Achieved 93% member satisfaction through de-escalation and emotional intelligence during coverage disputes, and reduced documentation errors to near zero via accurate case records and SLA-aligned workflows.
Customer Support Agent
Grubhub
Jun 2017 - Dec 2019 (2 years 6 months)
Resolved order updates, refunds, reimbursements, and account adjustments by handling 70+ inbound support calls per day while meeting SLA and quality standards. Maintained top-quartile quality through thorough case documentation, escalation of complex issues, and zero missed follow-ups across assigned tickets.
Education
Degrees, certifications, and relevant coursework
University of Sonora
Bachelor of Science, Psychology
Earned a Bachelor of Science in Psychology from the University of Sonora in 2018.
Tech stack
Software and tools used professionally
Availability
Location
MexicoAuthorized to work in
Job categories
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