Summary
Overview
Work History
Education
Skills
LANGUAGES
Timeline
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LOURDES CASTILLO

Guatemala,GU

Summary

Dynamic Customer Service Representative with 9 years of experience driving operational excellence in the roles of assistant supervisor and team supervisor enhancing customer satisfaction. Motivated and eager to apply the knowledge acquired in law school to a professional setting. Committed to developing legal expertise and practical skills while embracing opportunities for growth.

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Overview

8
8
years of professional experience

Work History

Retention Customer Service Representative

Intouch CX
06.2025 - Current
  • Resolved customer inquiries through effective communication and problem-solving strategies.
  • Managed high-volume calls, chats, and emails ensuring timely responses and satisfaction.
  • Developed customer retention strategies to enhance loyalty and engagement.
  • Analyzed customer feedback and data to identify trends and areas for improvement.

Team Lead

Everise Guatemala
08.2021 - 03.2025
  • Experienced supervisor with a strong ability to lead and motivate teams to achieve operational excellence. Adept at providing guidance, training, and performance evaluations to enhance productivity and foster professional growth along with overseeing daily workflows. Proficient in problem-solving, conflict resolution, and decision-making to drive results.

Process Associate

Genpact
01.2018 - 08.2021
  • Dedicated Customer Service Representative able to manage high call volumes, responding to emails, and assisting with various customer concerns. Proficient in communication, active listening, and problem-solving to foster positive relationships and enhance the overall customer experience.

Education

Legal Translator English-Spanish

Loyola Escuela Empresarial Para Las Americas
05-2026

Bachelor of Laws - undefined

Universidad de San Carlos de Guatemala
06.2015

Skills

  • Customer Assistance and Support - Expert
  • Document Drafting and Review - Experienced
  • Strong Communication Skills - Expert
  • Organizational & Time Management Skills - Expert

LANGUAGES

Spanish - Native speaker
English - Highly proficient

Timeline

Retention Customer Service Representative

Intouch CX
06.2025 - Current

Team Lead

Everise Guatemala
08.2021 - 03.2025

Process Associate

Genpact
01.2018 - 08.2021

Bachelor of Laws - undefined

Universidad de San Carlos de Guatemala

Legal Translator English-Spanish

Loyola Escuela Empresarial Para Las Americas

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LOURDES CASTILLO