Juliana Castillo

Allocated and reconciled payments through platforms such as Stripe and JPMorgan, ensuring accuracy and compliance. Assisted companies and contractors with inquiries related to contracts, invoices, payments, billing, certificates, and withdrawals. Generated account statements, invoices, and reports to support clients and internal Finance teams. Collaborated with Finance and Tech teams to resolve transaction discrepancies and platform issues. Supported compliance processes, including AML and KYC checks, to ensure adherence to internal and external regulations. Handled a high volume of inquiries via chat and email, providing timely and effective solutions. Managed escalations and complex cases through Jira and Zendesk. Contributed to process improvements by identifying recurring issues and suggesting solutions.

-Provided customer support in English via email, chat, and SMS, ensuring clear and effective communication. -Served as a Subject Matter Expert (SME), offering floor support to assist team members and enhance performance. -Handled escalated customer cases, delivering tailored solutions to complex issues. -Managed payment platforms such as PayPal, Stripe, Klarna, and Flow.io, ensuring secure and seamless transactions. -Developed and implemented action plans to improve key metrics, including productivity, customer satisfaction, and quality assurance, driving continuous improvement in customer experience.

-Provided customer support in English via email and chat, ensuring clear and efficient communication. -Assisted rights holders with complaints and requests through email, delivering timely and effective resolutions. -Managed databases using the CCMS platform, ensuring accuracy and organization. -Delivered presentations to American and Australian directors, covering KPIs, action plans, and weekly performance results. -Moderated content in compliance with guidelines provided by rights holders, ensuring adherence to policies. -Supported and coached agents, fostering skill development and improving overall team performance.

-Provided customer support in English to students and the general public, ensuring clear and effective communication. -Managed databases, maintaining accurate and organized records. -Taught English as a Second Language (ESL), adapting lessons to diverse learning styles and needs. -Monitored student progress, class performance, and learning processes, offering guidance for improvement. -Designed and adapted lesson plans to align with each student’s unique learning path, fostering engagement and success.