Julie Albert Castro

Provided remote administrative and customer support by managing email inboxes, inquiries, and follow-ups to ensure timely responses. Created and scheduled social media content using Canva and CapCut, engaging with customers via comments and direct messages while monitoring campaign performance.

Configured GoHighLevel onboarding by mapping sub-accounts to company records and enforcing mandatory fields for accurate routing and reporting. Built an onboarding workflow that sent welcome emails, auto-created support tickets in the CRM, and auto-assigned onboarding specialists—reducing manual follow-up by ~1 hour per account.

Managed applicant tracking and standardized follow-up routines across ~10–15 active applicants to shorten delays between screening and background checks. Coordinated vendor logistics and client communications during scheduling disruptions and collaborated on SOP creation to improve customer handoffs.

Conducted document verification and due diligence for merchant applications to determine eligibility for ZOTA POS systems and banking services. Served as the merchant point of contact for high-volume application inquiries, using IRIS and CRM profile configuration to maintain accurate onboarding data while helping refine protocols to reduce processing time.

Led discovery consultations with business owners to audit existing social media assets and align marketing services with client goals. Performed technical setups for Facebook Business Pages and Google My Business profiles for local SEO readiness, coordinating delivery of web and content tasks and preparing clients for long-term social media monitoring.

Handled high-volume inbound phone support for TV, internet, and phone service troubleshooting, guiding customers through diagnostics, device resets, and account-level fixes. Coordinated escalations with Tier 2 engineers and field technicians, documented resolutions in the CRM, mentored new hires, and maintained strong performance across AHT, FCR, and CSAT.

Earned a Bachelor of Science in Secondary Education with a major in English at the University of Mindanao.