Open to opportunities

John Er Castro

@johnercastro

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Tech-savvy IT Specialist with a focus on customer satisfaction.

Philippines

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What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for growth in technical support.

I am a dedicated IT Specialist with over 3 years of experience in technical support, billing assistance, and content moderation. My journey has equipped me with the skills to resolve complex hardware and software issues while ensuring high customer satisfaction through multi-channel support, including chat, phone, and email.

At Enshored Inc., I excelled as a Content Moderator, where I reviewed user-generated content to ensure compliance with company policies and maintained a positive online environment. My technical background allows me to diagnose and resolve issues efficiently, and I am quick to learn new tools, adapting seamlessly to fast-paced BPO environments.

Experience

Work history, roles, and key accomplishments

Content Moderator

Enshored Inc.

Jun 2022 - Oct 2024 (2 years 4 months)

Reviewed user-generated content to ensure compliance with company policies and community guidelines. Maintained a positive online environment by identifying and addressing inappropriate or harmful content.

Content Moderation Community Guidelines Content Evaluation

Premium Tech Support

Sitel / Foundever

Jan 2021 - Mar 2022 (1 year 2 months)

Diagnosed and resolved software and hardware issues, ensuring efficient technical support for customers. Provided excellent customer support while maintaining a strong technical background to troubleshoot and resolve customers' concerns effectively.

Technical Support Troubleshooting Hardware Software Customer Service

Customer Service Representative

The Results Companies

Sep 2019 - Mar 2020 (6 months)

Provided exceptional customer service through phone, email, and chat support, resolving customer concerns efficiently and professionally. Assisted customers with inquiries, complaints, and product-related issues, delivering tailored solutions to enhance satisfaction.

Customer Service Phone Support Email Support Chat Support Conflict Resolution Data Entry

Education

Degrees, certifications, and relevant coursework

Laguna State Polytechnic University (Siniloan Campus)

Bachelor of Science in Information Technology, Information Technology

2014 - 2020

Studied information technology, gaining skills in troubleshooting hardware and software issues. Developed a strong technical background to effectively resolve customer concerns.