Celeste Castillo

About Celeste Castillo

As a dedicated Customer Support Analyst at IXL Learning, my background in Foreign Language Education propels my commitment to fostering educational equity. With a focus on customer experience, I apply my expertise in Salesforce to enhance service quality, demonstrating the synergy between technology and education.As a former Spanish teacher, my role extended beyond language instruction to shaping the educational journey of each student. My competencies in secondary education stem from a deep-rooted belief in the transformative power of language learning, as evidenced by my consistent efforts to elevate language proficiency and cultural understanding among learners.

Experience

1. Senior Customer Support Analyst

   IXL Learning

   Jan 2026 — Present · Raleigh, NC, US

   Answer detailed questions related to digital content functionality, instructional workflows, and best practices through email and phone support- Mentor 6 teammates on drafting their customer communications, providing feedback and support afterwards to drive improvement- Average 1200 closed cases monthly, achieving the #1 close rate on the team for the past two years- Plan and present formal training sessions on products to educate internal constituents- Guide administrators and educators to resolve implementation challenges, ensuring customer satisfaction and contract continuity- Utilize Salesforce to oversee mentee application of org’s CS standards. Providing constructive reinforcement when necessary- Support accounts with teachers valued at ~$400K ARR and accounts with 1 teacher. Provided exemplary service to both- Collaborate cross-functionally with product & engineering teams to escalate issues and troubleshoot platform challenges.

Education

• North Carolina State University

  Bachelors Degree, Foreign Language Education (Spanish)

  2015 — 2019