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Kelvin Castillo

@kelvincastillo

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Bilingual operations coordinator improving scheduling efficiency and guest satisfaction.

Dominican Republic

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What I'm looking for

I’m looking for a remote operations role where I can use process improvement and scheduling optimization to drive efficiency, reduce bottlenecks, and elevate customer satisfaction—especially in fast-paced, cross-functional environments.

I’m a bilingual Operations Coordinator with 3+ years of experience in scheduling optimization, guest services, and cross-functional coordination. I’ve streamlined high-volume check-in and scheduling workflows, reducing average processing time by 25% and improving customer satisfaction to 98%.

I focus on measurable process improvement—like cutting patient wait times by 30% with dynamic scheduling and increasing equipment utilization by 25%. From managing 200+ monthly reservations in luxury hospitality (maintaining 100% occupancy during peak seasons) to coordinating 300+ appointments with 100% accuracy, I build reliable systems that keep operations running smoothly under pressure.

Experience

Work history, roles, and key accomplishments

Current

Operations Coordinator

Current

Dominicania

Nov 2025 - Present (7 months)

Streamlined check-in operations for 100+ weekly visitors, reducing average processing time by 25% while maintaining 98% customer satisfaction. Partnered with sales to align capacity and eliminated overbooking incidents over 5 months.

Workflow Optimization Capacity Planning Cross functional Coordination Conflict Resolution Customer Satisfaction CRM Systems Google Workspace

Scheduling Support Specialist

Contact Center Dominicana

Dec 2024 - May 2025 (5 months)

Coordinated medical procedures and schedules for 100+ healthcare centers, optimizing equipment utilization by 25%. Collaborated with physicians to reprioritize appointments by clinical urgency, improving urgent care response time by 40%.

Appointment Scheduling Medical Scheduling Clinical Urgency Prioritization Calendar Management CRM Systems Process Improvement

Reservations Agent

Grupo Puntacana

Jan 2023 - Sep 2024 (1 year 8 months)

Managed 200+ monthly luxury hospitality reservations, achieving 100% occupancy during peak seasons through strategic room distribution. Coordinated premium accommodations for 50+ VIP clients monthly and partnered with front desk, housekeeping, and sales to resolve scheduling conflicts and ensure seamless guest experiences.

Reservations Management Hospitality Operations Customer Experience