Open to opportunities

Ramik Castillo

@ramikcastillo

Message

Subject matter expert in customer service and healthcare support, training teams and resolving complex issues.

Honduras

Message

What I'm looking for

I’m looking for a role where I can support customers end-to-end, train and improve service quality, and handle complex cases with empathy, accuracy, and compliance—especially in healthcare or client-intake environments.

I deliver expert-level support and guidance to customer service agents, helping teams improve through training and quality assurance while staying focused on customer empathy and professional problem-solving. I resolve complex customer issues with professionalism, using strong communication and a proven ability to handle interactions with tact, efficiency, and care.

In healthcare-focused work, I assisted Medicare members with benefits, authorizations, and claims/enrollment inquiries, and I utilized Salesforce CRM to manage and document sensitive information. I’m trained in HIPAA compliance and adhere to data privacy and security standards, delivering patient-focused service for elderly and vulnerable populations while balancing accuracy, urgency, and clear next steps.

Before that, I built strong call-center fundamentals by responding to inquiries, providing product and service information, and ensuring timely issue resolution. I also completed a legal internship and intake work where I drafted legal documents, conducted legal research and case analysis, and managed client intake by collecting information, coordinating interviews, and maintaining organized records.

Experience

Work history, roles, and key accomplishments

Current

Subject Matter Expert

Current

ResultCX

Jan 2025 - Present (1 year 5 months)

Provide expert support and guidance to customer service agents, including training assistance and quality assurance. Resolve complex customer issues with professionalism and empathy.

Customer Service Subject Matter Expertise Quality Assurance Professional communication Empathy Customer Support

Healthcare Advocate

ResultCX

Jan 2022 - Jan 2025 (3 years)

Assisted Medicare members with benefits, authorizations, claims, and enrollment inquiries. Used Salesforce CRM to document sensitive healthcare information and provided HIPAA-compliant, patient-focused support.

Medicare Support Claims Processing Enrollment Salesforce CRM HIPAA compliance Customer Advocacy

Call Center Representative

Startek

Jan 2020 - Jan 2022 (2 years)

Responded to customer inquiries and complaints by providing product and service information and ensuring timely, accurate issue resolution. Maintained organized records while handling customer interactions professionally.

Complaint Handling Customer Support Call Center Operations Product Record keeping Customer Service

Legal Intern

Legaltech Consultant Firm

Completed a 5-month legal internship supporting legal procedures through research, document preparation, and client interaction. Drafted legal documents and statements, assisted with forms, and supported case analysis and communication.

Legal Research Legal Analysis Legal Drafting document preparation Case Analysis Legal Writing Professional communication

Intake Specialist

Pathway Law Firm

Managed client intake by collecting case-related information through phone and email communication and coordinating interviews. Entered client details into a system, reviewed documents, and helped schedule consultations while supporting legal documentation and administrative tasks.

Client intake Phone Communication Data Entry Document Review Scheduling Insurance Verification Administrative Support