Ronald Castillo Zuñiga
@ronaldcastillozuiga
I lead contact center teams, improve operations, and strengthen customer experiences.
GuatemalaWhat I'm looking for
I've built more than 10 years of customer service and team leadership experience in contact centers, with a focus on solving problems and improving customer experiences.
At IntouchCX, I lead frontline operations by developing sustainable SOPs, coordinating internal resources, and supporting cross-functional project execution. I also manage global changes and adapt project details based on operational feedback.
I've handled frontline client escalations and served as a liaison between clients and vendors. Previously, I supervised teams of 20 employees across email, calls, and chat customer service channels.
I use coaching, performance monitoring, and motivation to improve communication, team effectiveness, and individual growth. My rental housing experience has also helped me understand the specific needs of clients in that sector.
Experience
Work history, roles, and key accomplishments
Developed and implemented sustainable project processes (SOPs) to support operations teams, coordinated internal resources for flawless project execution, and managed global changes. Handled escalations and liaised between clients and vendors.
Education
Degrees, certifications, and relevant coursework
Liceo Inmaculado Corazón
High School Diploma, General Studies
2013 - 2014
Completed high school education at Liceo Inmaculado Corazón from 2013 to 2014.
Tech stack
Software and tools used professionally
Availability
Location
GuatemalaAuthorized to work in
Salary expectations
Job categories
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