Rusel Castanares

Detail-oriented professional with experience in Workforce Management, Real-Time Analysis, reporting, and invoicing. Skilled in data analysis, SLA monitoring, reporting and developing reporting tools and templates. Experienced in supporting healthcare, legal, and logistics accounts with strong attention to accuracy and operational efficiency.

Real time Analyst - ContactPoint 360

(2025-01)

• Responsible for real-time operational monitoring, performance reporting, and workforce support across multiple projects.
• Develop and maintain dashboards and reporting tools to track KPIs, staffing, and operational trends.
• Coordinate with Operations and Workforce Management teams to optimize staffing, monitor service levels, and provide timely insights that support operational decision-making.
• Also support new projects by creating reporting files, templates, and other tools to improve reporting efficiency.

Customer Service Representative - Healthcare Account - ContactPoint 360

(2024-04 - 2025-01)

• Provided professional customer support for a healthcare account while handling sensitive information in accordance with industry standards.
• Resolved customer inquiries efficiently and maintained a strong focus on service quality, accuracy, and customer satisfaction.

Bachelor of Science - Civil Engineering - UNIVERSITY OF THE VISAYAS - MAIN CAMPUS