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Yolanda Castillo

@yolandacastillo

Member Relations Representative at Automobile Club of Southern California, resolving member concerns and coordinating case follow-up.

United States

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What I'm looking for

I’m seeking a role in public assistance eligibility or administrative support where I can apply my experience gathering information, documenting cases, explaining policies, and coordinating follow-up.

At Automobile Club of Southern California, I gather and clarify member information, review service concerns, and coordinate appropriate resolutions. I document cases accurately and route inquiries to the right teams for follow-up.

In my current Member Relations Representative role, I explain policies and escalation procedures to frontline agents. I also coordinate with internal partners and leadership on complex cases, keeping concerns and next steps clear.

Previously, as Emergency Roadside Quality Manager, I monitored agent performance and operational activity to support service quality and workload balance. I reviewed Network Operations Center activity and updated estimated arrival times based on service volume and operational conditions.

Earlier at Automobile Club of Southern California, I dispatched service orders, communicated status and delays, and helped identify alternate service stations. At Time Warner Cable, I assessed customer needs, explained product options, and completed service transactions.

Experience

Work history, roles, and key accomplishments

Current

Member Relations Representative

Current

Automobile Club of Southern California

Mar 2021 - Present (5 years 7 months)

Gather and clarify member information and service details to assess complaints, identify needs, and coordinate appropriate resolutions. Review departmental emails, document case details accurately, and route inquiries to appropriate teams for follow-up.

Client Information Gathering Policy Explanation Case Documentation Record Accuracy Inquiry Response Case Routing Workload Coordination Written Communication Microsoft Office Bilingual English Spanish

Emergency Roadside Service Quality Manager

Automobile Club of Southern California

Jun 2017 - Mar 2021 (3 years 9 months)

Monitored agent performance and operational activity to support service quality, workload balance, and timely assistance. Reviewed Network Operations Center activity and updated estimated arrival times based on service volume and operational conditions.

Performance Monitoring Operational Activities Workload Management Network Operations Center Service quality Communication Skills

Emergency Roadside Dispatcher

Automobile Club of Southern California

Jun 2016 - Jun 2017 (1 year)

Processed and dispatched service orders, relayed information to contractors, and kept members informed of status, delays, and arrival times. Identified alternate service stations when assigned contractors could not respond within expected timeframes.

Dispatch Service Order Processing contractor coordination Member Communication Problem Solving

Emergency Roadside Representative III

Automobile Club of Southern California

Sep 2013 - Jun 2016 (2 years 9 months)

Gathered information for roadside service requests, documented accurate call details, and explained applicable policies and next steps. Provided clear, professional assistance to members during urgent and stressful situations.

information gathering Documentation Policy Explanation Customer Service Communication Skills

Cable Store Professional

Time Warner Cable

Jul 2011 - May 2013 (1 year 10 months)

Assessed customer needs, explained product options, and completed service transactions. Supported scheduling, employee training, and inventory activities.

Customer Needs Assessment Product Explanations Service Transactions Scheduling Corporate Trainer Inventory Management