Ronald Castillo Zuñiga

I've built more than 10 years of customer service and team leadership experience in contact centers, with a focus on solving problems and improving customer experiences. At IntouchCX, I lead frontline operations by developing sustainable SOPs, coordinating internal resources, and supporting cross-functional project execution. I also manage global changes and adapt project details based on operational feedback. I've handled frontline client escalations and served as a liaison between clients and vendors. Previously, I supervised teams of 20 employees across email, calls, and chat customer service channels. I use coaching, performance monitoring, and motivation to improve communication, team effectiveness, and individual growth. My rental housing experience has also helped me understand the specific needs of clients in that sector.