Diego Castillo

Dynamic bilingual (Spanish & English) Customer Experience Specialist with 10+ years of experience at managing and enhancing customer relationships to increase retention rates. Proven ability to Identify customer needs and provide solutions with a track record of maintaining a 95% customer satisfaction rating. Effectively collaborate with cross functional teams to identify patterns and areas for service improvement to reduce support tickets by 30%.

Proficient in Microsoft Office, Zendesk and Salesforce.

Insurance Billing Specialist at SimplePractice (2022-01 – 2025-01)

• Answered weekly average of 70+ support tickets via Zendesk, phone and video calls.
• Synthesized complex information from approximately 3 key sources — the customer, SimplePractice, and various insurance providers — to accurately and efficiently submit around 300 insurance reimbursement claims per month.
• Scheduled live customer screen-sharing sessions and phone calls to address billing and product questions with a 98% customer satisfaction rate.
• Assisted in the rollout of a new ticketing system, reducing ticket backlog by 35% and improving response times by 25% within the first month.
• Frequently collaborated with Product and Engineering teams to provide insights from customer interactions, leading to improvement in product and user experience.

Lead Customer Support Specialist at Simple Biz Forms (2021-01 – 2022-01)

• Answered an average of 650+ monthly order emails for prompt delivery. Served as main point of contact for our customer base for any service-related inquiries.
• Ensured 100% on-time completion rate on orders per month by composing over 30-40 daily emails. Maintained a service satisfaction rating above 95%.
• Provided support to a team of 5+ employees and delegated daily tasks, improved customer satisfaction scores by 25% and reducing service response times by 50%.
• Built trust with customers via consistent, clear communication, while driving service improvements that elevated customer satisfaction ratings.
• Maintained a detailed log of all orders by checking customer interactions and reminding customers to complete tasks.

Community Associate at Regus (2018-01 – 2020-01)

• Excelled as primary liaison for over 200 clients by providing exceptional service, accurately assessing needs, and providing specialized solutions to optimize support.
• Streamlined the handling of tenant requests and complaints monthly, resulting in a 50% increase in tenant retention year to year.
• Noted for vital contributions in overseeing center conditions across two facilities to report and remediate liabilities. Ensuring all corrective actions comply with regulatory and safety standards.
• Reviewed approximately 20+ monthly contracts and guided simultaneous move-in procedures, focusing on efficiency and attention to detail.
• Collaborated with the Community Manager(s) to organize networking events and promotional activities.

Bachelor of Arts in Communication Studies – San Jose State University