Celeste Castillo
Senior Customer Support Analyst @IXL Learning
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WORK HISTORY
Senior Customer Support Analyst @IXL Learning
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)
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.
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