Customer Experience Professional

RECOGNIZED SERVANT LEADER | CUSTOMER EXPERIENCE (CX) STRATEGIST | CONTENT LIFECYCLE MANAGER

My name is JC Castillo, a dynamic professional recognized for designing and orchestrating successful customer experiences across multifaceted domains. My journey reflects not only a mastery of support, project management, and content lifecycle management, but also a talent for scaling Support and Client Experience Teams, elevating customer journeys, and fostering agile environments.

CAREER SNAPSHOT – As a motivated and strategic leader, I bring a unique mix of account management, technology, composition and rhetoric, and CX experience that lets me see the bigger picture. With a proven track record in transformative team management and relationship building, I excel at driving projects from conception to execution with efficiency and precision. My commitment to team development ensures that each member thrives in their role, fostering a collaborative environment that consistently exceeds expectations. With a keen eye for innovation and a dedication to staying ahead of industry trends, I am poised to drive results that surpass industry standards for any organization.

SIGNATURE ACHIEVEMENTS:

Founded an elite Support Team with a 98% CSAT and 99-100% SLA.
Created a Customer Journey Map and established collaborative processes with the Client Success and Development Teams to improve the customer experience, resulting in a 25% improvement in ticket resolution times, 13% improvement in CSAT scores, and a 10% improvement in SLA. It also created better communication and more trust between all teams.
Consistently exceeded sales quotas by over 30%.
Created and taught high-impact curriculums for college composition classes.

To learn more, download my resumé: