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Kimberly Leigh De Castro

@kimberlyleighdecastr

Training Supervisor at CONVERGYS/CONCENTRIX who supported training across U.S. client accounts and facilitated Microsoft and GitHub training.

Philippines

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What I'm looking for

I’m seeking opportunities in Customer Support, Customer Success, Operations, Training, and Administrative/Executive Support.

At CONVERGYS/CONCENTRIX, I progressed from Customer Service Representative to Training Supervisor, supporting training across multiple U.S.-based client accounts. I aligned training, quality, and operational objectives with teams across Operations, Quality, Recruitment, and Leadership.

I managed training schedules, learning activities, documentation, and performance reporting. I also facilitated instructor-led and online training, including technical-support training for Microsoft and GitHub.

Earlier, I provided frontline customer support for Dish Network, Macy’s, Microsoft, and GitHub, and worked as a Sprint Inbound Sales Specialist at NCO / EGS / ALORICA. I’m seeking opportunities in customer support, customer success, operations, training, and administrative or executive support.

Experience

Work history, roles, and key accomplishments

Training Supervisor

Concentrix

Jan 2023 - Dec 2025 (2 years 11 months)

Led training operations and supported trainers across multiple U.S.-based client accounts, aligning training, quality, and operational objectives. Managed training schedules, documentation, performance tracking, and reports.

Training Operations Quality Assurance performance reporting Data Analysis Coaching Microsoft Office Google Workspace

Senior Trainer I

Concentrix

Jan 2021 - Dec 2023 (2 years 11 months)

Delivered training and supported performance improvement across multiple client accounts. Conducted quality audits, coaching, and performance evaluations.

Training Facilitation Quality monitoring Coaching Performance Management

Trainer II

Concentrix

Jan 2018 - Dec 2021 (3 years 11 months)

Facilitated instructor-led and online training, new hire programs, and upskilling. Developed training materials and supported operational deliverables.

Training Facilitation Documentation Microsoft Office

Product Ready Trainer

Concentrix

Jan 2016 - Dec 2018 (2 years 11 months)

Provided product training and supported new hire onboarding. Facilitated technical-support training for Microsoft and GitHub.

Training Technical Support Microsoft GitHub

Customer Service Representative

Concentrix

Jul 2014 - Dec 2016 (2 years 5 months)

Provided frontline customer support handling inquiries, account concerns, billing issues, and escalations for clients such as Dish Network and Macy's.

Customer Service Issue Resolution Escalation Management