josue castillo

I've supported customers at Conduent Xerox, Teleperformance, and Innova Contact Solutions, resolving shipment, healthcare, and home-improvement service issues in English and Spanish.

At Conduent Xerox, I handled approximately 45 daily calls involving lost and damaged shipments, managing claims from investigation and documentation through follow-up and resolution. I used Salesforce and internal tracking systems while providing phone and email updates to customers and coordinating package recovery.

At Teleperformance, I handled approximately 10 complex calls per day, helping customers with prescription issues, provider coordination, PCP changes, specialist searches, claims, and coverage inquiries. I used Genesys and worked against AHT, CSAT, DSAT, QA, and adherence metrics.

My telecommunications background adds practical knowledge of networking, VoIP, Linux, cybersecurity, and structured technical troubleshooting. I'm comfortable supporting frustrated customers, explaining complex information clearly, and following cases through resolution.