Michelle Paradise Castillo

About Michelle Paradise Castillo

I am someone who figures things out while keeping the Client and company strategy and fiscal responsibility at the forefront. One of my most valuable skills is my ability to quickly assess a situation and determine its level of importance to the business. And, although problems may be complex, most solutions are usually fairly simple. This mindset enables me to craft clear, straightforward solutions and to operate with precision. While many people say they are adaptable, I can prove it. I’ve managed all facets of both large- and small-scale projects and I approach my job with two goals in mind—excellence and success. During my tenure with kgb (Knowledge Generation Bureau), my superior performance was recognized and rewarded with a series of successive promotions into roles of increasing accountability, ultimately to Chief Operating Officer. In addition to driving all Customer Experience, Learning and Development, Client Services, Quality Assurance, and Workforce Management across 11 global locations and work-at-home, I also led revenue and growth initiatives. I created targeted and strategic training programs that led to a 40% reduction in attrition and increased revenue by 200% in one year. Earlier in my career with kgb, I was tapped by executive management to lead a startup lending initiative in the UK. My entrepreneurial drive and ambition enabled me to lead the new organization to disrupt the traditional financial services model.If you would like to start a conversation about how working together could be mutually beneficial, contact me at (61••••••49 or a••••••••@gmail.com.Specialties Key Performance Indicators (KPIs)Financial Budgeting & ForecastingMergers and Acquisitions (M&A) Staffing & Human ResourcesWork-at-Home Deployment Leadership & DevelopmentInternational OperationsCompetitive IntelligenceSales & IT Collaboration Employee EngagementProject ManagementRelationship BuildingWorkforce PlanningHuman Resources Strategic PlanningCustomer ServiceTalent Acquisition Market ResearchRisk Assessment

Experience

1. Executive Vice President of Operations

   Redial BPO

   May 2024 — Present

Skills

• Cross-Functional Team Leadership
• Service Delivery
• Business Analysis
• Call Center
• Customer Experience
• Start-Ups
• Team Leadership
• Management
• Customer Satisfaction
• Training
• Process Improvement
• Call Centers
• Team Management
• Vendor Management
• Customer Retention
• Customer Service
• Telecommunications
• Leadership
• Customer Relationship Management (Crm)
• Strategy
• Strategic Planning
• Contact Centers
• Business Process Improvement
• Outsourcing
• Program Management
• Account Management
• Change Management
• Performance Management
• Crm
• Executive Management
• Operations Management
• Workforce Management
• Bpo