Donald Castro
Cyber Security / QA / Leadership / Data
San Jose
Summary
- Contact center professional with 15+ years experience in the industry and 4+ in Quality Assurance, proven customer service, and communication skills to effectively fill the Sales Associate role in your company or any other positions that my skills may cater to.
- Quality Assurance Analyst with experience in detailed technical specifications. Offers collaborative style and has outstanding communication skills. Expertise in test reporting and defect resolution.
- Results-driven Sales Team Leader with proven expertise in building strong teams and motivating exceptional sales results.
- Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Quality Control Inspector
Digital Forensics
Paseo Colon, San Jose, Costa Rica
07.2024 - Current
- Inspected incoming and outgoing materials for accuracy and quality.
- Communicated with production team members about quality issues.
- Inspected quality of products, taking note of functionality, appearance and other specifications.
- Improved product quality by conducting thorough inspections and identifying defects in a timely manner.
- Performed root cause analysis to identify and resolve defects, improving quality standards.
- Participated in team meetings to discuss progress and results, providing ideas and suggestions for improvement.
Verizon Sales Dept TL
INFOSYS
Santa Ana
02.2023 - 01.2024
- Exceeded sales targets by motivating team members and providing ongoing coaching.
- Enhanced customer satisfaction through proactive problem-solving and consistent followup.
- Streamlined sales processes to improve efficiency and productivity within the team.
- Reduced employee turnover by recognizing top performers and creating tailored development plans for underperformers.
- Trained and coached sales team members on best practices for customer service and sales techniques.
- Conducted regular performance evaluations, identifying areas of improvement and adjusting training programs accordingly.
Cox Communications Quality Assurance Analyst
Teleperformance
01.2022 - 01.2023
- Ensuring the highest standards of service delivery and customer satisfaction
- In my role, I review technical support interactions and customer service engagements to ensure that our agents provide accurate solutions, demonstrate empathy, and deliver a seamless experience to COX Communications subscribers
- By conducting thorough evaluations and offering targeted feedback, I contribute to the ongoing improvement of our support processes, helping to optimize customer outcomes and strengthen brand loyalty for COX Communications
Viking Cruises Quality Assurance Analyst
Teleperformance
01.2021 - 01.2022
- As a Quality Assurance (QA) specialist for Viking Cruises Customer Service, I meticulously review customer interactions, ensuring that our agents provide accurate information, demonstrate professionalism, and deliver exceptional service to our valued passengers
- By conducting thorough evaluations and providing constructive feedback, I contribute to continuous improvement efforts, helping to enhance the overall customer experience and uphold the reputation of Viking Cruises as a leader in the travel industry
Clear Captions Quality Assurance Analyst
Teleperformance
01.2019 - 01.2021
- As Clear Captions QA, My role involves meticulously reviewing real-time audio-to-text captions, ensuring they maintain verbatim accuracy and meet our high-quality standards
- Through thorough assessments and constructive feedback to our captioning team, I play a pivotal role in upholding the integrity and effectiveness of our captioning service
Clear Captions Captioning Agent
Teleperformance
01.2018 - 01.2019
- Live real time captioning verbatim phone conversations for hearing impared clients
Payments Department Cs Rep
Amazon
01.2017 - 01.2018
- Provide CS for amazon vendors in Payments dept
Coventry Claims And Benefits Cs Rep
Concentrix
01.2016 - 01.2017
- Provide CS for health insurance and give info on claims and benefits
Education
Diploma - High school graduate
Spring Woods High School
01.1997 - 01.2001
Associates - GRAPHIC DESIGN
Art Institute Of HOUSTON
01.2002 - 01.2004
Front End Web Development - undefined
Udemy
01.2023 - 01.2024
Certificate - Power BI
UDEMY
San José, Costa Rica 05.2001 -
Certificate - Cisco Networking Academy
Cisco Networking Academy
San Jose, Costa Rica 05.2001 -
Certificate - Network Defense
Cisco Networking Academy
San José, Costa Rica 05.2001 -
Certificate - Cyber Threat Management
Cisco Networking Academy
San José, Costa Rica 05.2001 -
Certificate - Endpoint Security
Cisco Networking Academy
San José, Costa Rica 05.2001 -
Certificate - Networking Basics
Cisco Networking Academy
San José, Costa Rica 05.2001 -
Skills
MICROSOFT OFFICE
EXCEL
WORD
POWERPOINT
Adobe Suite
Quality control
Quality management
Quality processes
Team leadership
Strategic planning
Decision-making
Performance management
Time management
Client relationship management
Sales reporting
Sales planning
Personal Information
Date of Birth: 03/06/82
Timeline
Quality Control Inspector
Digital Forensics
07.2024 - Current
Verizon Sales Dept TL
INFOSYS
02.2023 - 01.2024
Front End Web Development - undefined
Udemy
01.2023 - 01.2024
Cox Communications Quality Assurance Analyst
Teleperformance
01.2022 - 01.2023
Viking Cruises Quality Assurance Analyst
Teleperformance
01.2021 - 01.2022
Clear Captions Quality Assurance Analyst
Teleperformance
01.2019 - 01.2021
Clear Captions Captioning Agent
Teleperformance
01.2018 - 01.2019
Payments Department Cs Rep
Amazon
01.2017 - 01.2018
Coventry Claims And Benefits Cs Rep
Concentrix
01.2016 - 01.2017
Associates - GRAPHIC DESIGN
Art Institute Of HOUSTON
01.2002 - 01.2004
Certificate - Power BI
UDEMY
05.2001 -
Certificate - Cisco Networking Academy
Cisco Networking Academy
05.2001 -
Certificate - Network Defense
Cisco Networking Academy
05.2001 -
Certificate - Cyber Threat Management
Cisco Networking Academy
05.2001 -
Certificate - Endpoint Security
Cisco Networking Academy
05.2001 -
Certificate - Networking Basics
Cisco Networking Academy
05.2001 -
Diploma - High school graduate
Spring Woods High School
01.1997 - 01.2001