Brian Castellanos

Details

Skills

Task Organization; Self-Discipline; Teamwork; Multitasking

About

I provided multilingual support to international clients, focusing primarily on chat and
email interactions to resolve inquiries quickly and effectively. I also handled escalations,
documented solutions for internal knowledge bases, and coached peers on product
knowledge and resolution techniques. My performance consistently exceeded 90% in both
quality assurance and customer satisfaction, reflecting my ability to deliver reliable service
in a remote environment.
In this role, I served as the first point of contact for legal leads, guiding them through the
intake process and ensuring their eligibility was properly assessed. I coordinated digital
documentation and managed client data within CRM systems, maintaining accuracy and
confidentiality at all times. By combining clear communication with empathy, I contributed
to higher conversion rates and supported the overall efficiency of the legal intake
workflow.