Regina Valades Castro
@reginavaladescastro
I lead remote technical support operations for digital banking and financial services customers.
United StatesWhat I'm looking for
I've led technical support operations for digital banking and financial institutions at Jack Henry, managing a remote team of 12 and guiding hiring, coaching, performance reviews, escalations, and service-level outcomes.
Across support, settlements, and credit union roles, I've resolved complex online banking, mobile banking, network, card-processing, and payment issues while building training resources and improving customer support processes.
Experience
Work history, roles, and key accomplishments
Owner / Operations Manager
Southern Landscaping & More, LLC
Jul 2023 - Present (3 years 2 months)
Founded and manage a service business overseeing employees, customers, scheduling, vendors, estimates, contracts, invoicing and daily operations. Secured and managed commercial and institutional accounts through relationship development and competitive proposals.
Managed 12 technical support professionals serving financial institutions and digital banking products. Led hiring, onboarding, coaching, performance reviews, and served as escalation point for complex online and mobile banking issues.
Supervised daily support operations, employee coaching, escalations, case queues and service-level performance. Led new-hire training and created support documentation.
Technical Support Representative, Advanced
May 2017 - Oct 2021 (4 years 5 months)
Provided application, network and card-processing support; investigated and recreated customer issues and escalated complex cases with clear documentation. Recognized for Top Customer Service for six months.
Reconciled settlement accounts and bank statements, processed adjustments and chargebacks, and resolved settlement issues with payment networks and internal teams.
Financial Service Representative
Plus4 Credit Union
Jan 2014 - Dec 2015 (1 year 11 months)
Provided financial services and customer support to credit union members.
Virtual Branch Expert II / Sales - Loan Officer
People's Trust Federal Credit Union
Jan 2012 - Dec 2014 (2 years 11 months)
Handled virtual branch operations and sales, including loan origination and customer service.
Supervisor / Email Coordinator; Customer Service Representative
First Community Credit Union
Jan 2006 - Dec 2008 (2 years 11 months)
Supervised email coordination and provided customer service support.
Education
Degrees, certifications, and relevant coursework
Regina hasn't added their education
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Availability
Location
United StatesAuthorized to work in
Salary expectations
Job categories
Skills
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