Jose Daniel Castillo
@josedanielcastillo
Senior Operations Supervisor with 6+ years driving KPI improvements, coaching teams, and delivering exceptional customer experience.
What I'm looking for
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.
Experience
Work history, roles, and key accomplishments
Senior Operations Supervisor
Anyone Home
Jan 2024 - Present (2 years 5 months)
Supervised and supported leasing and maintenance operations teams by coaching agents on quality, attendance, and performance to improve account KPIs. Managed workforce monitoring, payroll support, scheduling coordination, and operational reporting to drive customer satisfaction for U.S.-based accounts.
Led retention teams focused on customer loyalty, account preservation, and revenue protection by monitoring KPIs and delivering coaching to improve sales and retention performance. Supported agents with escalated calls, negotiation strategies, and conflict resolution while driving productivity and attendance.
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Jose Daniel hasn't added their education
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