Kaye Castro

Detail-oriented Operations Support professional with 4+ years of experience in customer service, reporting, and administrative support for US-based clients. Experienced in data entry, Excel reporting, CRM management, documentation, compliance tracking, and operational reporting. Recognized for accuracy, organization, problem-solving, and delivering high-quality support in fast-paced remote environments.

Service Crew at Golden Arches Development Corp. (2019-06 – 2021-03)

• Processed cash and card transactions with 100 percent accuracy during high-volume shifts.
• Trained 5+ new team members on customer service standards and procedures.
• Supported inventory monitoring to maintain product availability.

Outreach Specialist at Fanshub Ltd (2025-05 – 2025-11)

• Researched and identified potential content creators across social media platforms for partnership opportunities.
• Conducted outreach through direct messaging to introduce agency services and build professional relationships with potential creators.
• Maintained organized records of leads, conversations, and recruitment progress.
• Assisted in onboarding interested creators and coordinating with internal teams for contract discussions

Customer Service Agent / Tier 2 Support at Concentrix (2021-09 – 2025-03)

• Managed 30+ inbound calls daily, resolving customer concerns while meeting performance KPIs.
• Handled Tier 2 escalations, resolving complex cases and reducing repeat contacts.
• Conducted outbound follow-ups to close pending tickets and improve customer satisfaction rates.
• Maintained accurate documentation across CRM systems with consistent quality standards.

Reporting Analyst at Concentrix (2025-03 – 2026-07)

• Collected, analyzed, and validated operational data to prepare accurate weekly and monthly performance reports, supporting management decision-making and process improvements.
• Performed high-volume data entry while maintaining employee records, attendance logs, schedule adherence, and timekeeping information with a high level of accuracy.
• Reviewed and verified operational reports, identifying discrepancies, updating employee status, onboarding new agents, and ensuring compliance with company reporting standards.
• Coordinated with operations managers to communicate policy updates, scorecard revisions, and account changes while maintaining organized documentation and administrative records.

Bachelor of Science in Business Administration – Cebu Institute of Technology University (2024)