Juan Castillo

About Juan Castillo

I am a Michigan State alumnus with a B.A. in Criminal Justice with a specialization in Security Management. I graduated in May 2013 and completed my specialization in August of 2013. I worked at MSUFCU for 2 years learning the importance and benefits of customer service. I am currently a Senior Customer Support Specialist at Workable in Boston, MA using Zendesk and other tools to assist customers. When I have free time, I enjoy board games as such Settlers of Catan or Dominion with friends while always finding time to root for New York Mets, Detroit Redwings, New York Giants, and Michigan State Spartans. I am always willing to reconnect with friends and colleagues about what has been keeping them busy and where their interests have taken them since the last time we had a conversation. Feel free to contact me if you would like to chat.

Experience

1. Customer Experience Manager

   monday.com

   Aug 2022 — Present · New York, NY, US

   As a Customer Experience Manager, I bridge communication, strategy, and customer advocacy to elevate the quality of every interaction across our global support ecosystem. I coach, mentor, and empower CX specialists to deliver empathetic, data-driven, and scalable customer experiences aligned with monday.com’s mission of transparency and collaboration.Key Responsibilities & Impact:Strategic Communication: Translate complex ideas into clear, actionable insights for customers and internal teams. Deliver presentations, product walkthroughs, and de-escalations with clarity, empathy, and confidence.Leadership & Mentorship: Coach CX specialists on communication, de-escalation, and customer retention strategies—fostering accountability, composure, and growth across the team.Customer Advocacy: Act as the first line of escalation for sensitive customer cases; collaborate cross-functionally with Product, QA, and Engineering to deliver seamless solutions.Operational Excellence: Drive adherence to SLAs, quality standards, and CX Service Principles while promoting ownership, initiative, and creative problem-solving.Knowledge & Enablement: Develop resources that enhance product knowledge, refine internal documentation, and strengthen CX’s reputation as a trusted advisor.Collaboration & Culture: Champion teamwork and psychological safety; deliver constructive, solution-oriented feedback and help shape the CX department’s communication culture.

Education

• Michigan State University

  Criminal Justice, Security Management

  2008 — 2013

Skills

• Consumer Lending
• Microsoft Office
• Community Outreach
• Financial Services
• Customer Service
• Fico Scores
• Adult First Aid
• Zendesk
• Powerpoint
• Microsoft Excel
• Editing
• Adult Aed
• Public Speaking
• Spanish Language - Fluent in Conversational Spanish
• Microsoft Word
• Adult Cpr
• Opening New Accounts
• Experian Credit Reports