Kristina Castronuevo
@kristinacastronuevo
I build business pipelines and improve call center operations through data-driven leadership.
PhilippinesWhat I'm looking for
I drive business development for a U.S. construction company, building contractor outreach pipelines, creating capabilities statements, and shaping social media strategy. I built a CRM pipeline of 10+ prospective general contractor relationships within my first weeks of outreach.
At J. Blanton Plumbing, Sewer & Drain, I progressed from dispatcher to QA and Team Lead, reducing escalation resolution time by 30–40% while improving first-touch resolution by 20%+. Across call center leadership, quality auditing, dispatch, and executive support, I build practical processes that help teams resolve issues faster and perform sustainably.
Experience
Work history, roles, and key accomplishments
Business Development Coordinator
Independent Contractor
Jan 2026 - Present (8 months)
Owns the full business-development pipeline for a U.S. construction company, including lead generation, outreach, and social media strategy. Developed a reusable multi-channel outreach framework and produces capabilities statements and research briefs.
Team Lead / Operations & Dispatch Support
J. Blanton Plumbing, Sewer & Drain
Jul 2024 - Apr 2026 (1 year 9 months)
Leads daily call center operations, owns escalations, and maintains AHT and QA scores. Trains new hires and manages incoming leads from multiple channels.
Quality Assurance / Dispatch Support
J. Blanton Plumbing, Sewer & Drain
Oct 2022 - Jul 2024 (1 year 9 months)
Conducted quality audits of calls, led QA calibrations, and coached CSRs to improve performance. Created supervisor call scripts and rebuttal guides.
Executive Assistant
RooftopCoaching and ScreenSanity
Jun 2022 - Jan 2024 (1 year 7 months)
Managed executive correspondence, calendar scheduling, and document preparation. Onboarded new clients and handled invoicing and client agreements.
Quality Analyst
Aetna–CVS
Jan 2019 - Mar 2022 (3 years 2 months)
Coached agents, managed escalations, and audited calls for quality and compliance. Trained and certified QA associates across multiple sites.
Inbound/Outbound Queue Associate
Aetna–CVS
Jan 2019 - Mar 2022 (3 years 2 months)
Precertified patients for insurance coverage and communicated with medical staff to process authorizations. Achieved high call-handling volumes.
Education
Degrees, certifications, and relevant coursework
AI Empowerment for Communities Workshop
AI Empowerment for Communities Workshop, Artificial Intelligence
Completed the AI Empowerment for Communities Workshop in 2025.
Central Philippine University
Bachelor's in Psychology, Psychology
Pursued a Bachelor's degree in Psychology at Central Philippine University.
Abe International Business College
Information Technology, Information Technology
Pursued studies in Information Technology at Abe International Business College.
Lean Six Sigma Certification
Lean Six Sigma Certification, Process Improvement
Earned Lean Six Sigma Certification in 2020.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Salary expectations
Job categories
Skills
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