Kayla Castaneda
@kaylacastaneda
Manager of remote customer support, delivering first-call resolution and compliant, high-volume service.
ZimbabweWhat I'm looking for
I bring 6+ years of experience supporting customer accounts in high-volume inbound call center environments, with a focus on accurate documentation, compliance-driven processes, and empathetic service. I’m known for resolving issues efficiently while maintaining strong first-call resolution and quality/performance standards.
In my current role as an Operations & Customer Support Manager, I manage customer service requests and service workflows in a remote, high-volume setting. I handle escalated service issues, coordinate vendors, maintain detailed CRM records, and track service progress across multiple systems to ensure completion standards are met.
Previously, I supported customers at Amazon and managed executive escalations at Wayfair, investigating order, billing, and service issues while following scripts, policies, and procedures. Across every role, I consistently navigate multiple internal systems, escalate complex cases appropriately, and communicate clearly to deliver timely, effective resolutions.
Experience
Work history, roles, and key accomplishments
Operations & Customer Support Manager
Spur Capital Cleaning Solutions
Jun 2022 - Present (4 years)
Managed customer service requests and vendor coordination in a high-volume remote environment, ensuring timely resolution of escalated service issues. Maintained accurate CRM records and detailed case documentation while tracking progress across multiple systems.
Provided high-volume inbound customer support for account, order, payment, and service-related issues while maintaining customer satisfaction. Documented interactions in CRM systems and followed compliance guidelines for customer data and confidentiality.
Handled high-priority customer escalations across multiple communication channels by investigating account, order, billing, and service issues. Maintained detailed CRM documentation and case tracking while adhering to company scripts, policies, and procedures.
Customer Service Rep / Lifestyle
Aspire Lifestyles
Apr 2018 - Jun 2019 (1 year 2 months)
Provided inbound customer service for account inquiries and service requests, researching and resolving issues accurately and in a timely manner. Maintained CRM records and documented customer interactions while following established service guidelines and operating across multiple systems.
Education
Degrees, certifications, and relevant coursework
University of Phoenix
Bachelor of Business Administration, Business Administration
Earned a Bachelor of Business Administration from the University of Phoenix.
Tech stack
Software and tools used professionally
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
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