Jose Daniel Castillo

I am a results-driven, highly responsible professional with over 6+ years of experience in customer experience, operations supervision, leadership, and account management within fast-paced BPO environments. I bring strong leadership, communication, and analytical skills, with proven experience managing teams, improving KPIs, and handling operational reporting to deliver excellent service for U.S.-based accounts.

In my current role (2024–Present), I supervise and support agents and team leads while promoting accountability, productivity, and performance improvement. I conduct coaching sessions for quality assurance, customer satisfaction, attendance, and performance development; manage attendance tracking, payroll support, scheduling coordination, and workforce monitoring; and analyze account metrics to identify trends, opportunities, and process improvements.