Madel Ann De Castro

To obtain a job within my chosen field that will challenge me, allow me to use my skills and experience in a way that is mutually beneficial to both my employer and me, and enable future growth and advancement. I am seeking a Full-time position in a company where I can excel through hard work, perseverance, and dedication, contributing to the growth and success of myself, my co-workers, and the organization.

SALES Support Specialist - WILCON DEPOT INC

(2025-12)

Customer Concern & Loyalty Support, Process Monitoring & Operational Support, Continuous Improvement & Documentation

• Managed first-level customer concerns and inquiries related to the loyalty program, ensuring timely resolution and high customer satisfaction.
• Collaborated with Sales and Product teams to address customer issues, service requests, and operational concerns.
• Provided regular updates to customers and internal stakeholders on issue resolution and service status.
• Supported process flow operations across assigned stores and business units, ensuring smooth daily operations.
• Escalated unresolved system and process issues to appropriate support teams for prompt resolution.
• Assisted in the preparation of Business User Requirements (BUR) and participated in User Acceptance Testing (UAT) for process and system enhancements.
• Identified and implemented process improvement opportunities to increase efficiency and minimize recurring issues.
• Maintained accurate documentation and ensured compliance with company policies, loyalty program guidelines, and operational procedures.

Business Unit Support (B2B) - WILCON DEPOT INC

(2025-01 - 2025-12)

To establish trust and long-term relationships with businesses by providing excellent customer support, addressing inquiries and purchases, ensuring satisfaction through expert service, coordinating with the Sales team for customer queries and orders, and collaborating with Brand Managers to ensure product availability and tailored solutions

• Average order processing time from receipt to completion.
• Total queries received and resolved within the agreed time frame.
• Resolution rate for client concerns in collaboration with the Sales/Product teams.
• Regular audits showing compliance with documentation standards.

OMNICHANNEL STAFF - WILCON DEPOT INC

(2020-09 - 2024-12)

Responsible for assisting the Omni-channel Manager in monitoring and answering the concerns of all branches related to online transactions.

• Responsible for customer queries in Lazmall, Shopee Mall, and Wilcon Online transactions. Receive orders and transfer them to the branches that will fulfill the transaction. Also manage the abandoned cart, canceled, and pending orders in the online backend.
• Keep a record of every week's transaction on Wilcon Lazmall and Shopee. Help Omni-Manager with the weekly report presented to Management.
• Responsible for the Inventory of the products.

DIY ENCODER - WILCON DEPOT INC

(2016-12 - 2020-09)

• Assist the Brand Specialist in making quotations, customer orders, and any related transactions for customers.
• Assist the Brand Specialist in facilitating the fast processing of customer transactions.
• Ensure that the items encoded through the system are accurate.

Bachelor of Science - Information Technology - Philippine Women's University (2012 - 2016)