Daniel Castro

As a current student of Interactive Media Design at Algonquin College, I have developed a passion for creating engaging and intuitive user digital experiences. I also bring a strong background in customer service and support, having previously worked in risk analysis at Western Union and invoicing assistance with purchase and sales orders at 3M. These experiences have taught me the importance of attention to detail, adaptability, communication, and problem-solving skills, all of which I strive to apply to my current studies and future endeavors.

I am excited to continue honing my skills in interactive media design and exploring opportunities to apply them in a professional setting.

3M – Order Document Intake Analyst - San Antonio Belén, Costa Rica

07/2021 - 08/2022

Key Responsibilities:

• Created purchase and rental orders within Oracle databases for US and Canada regions regarding 3M medical equipment.
• Maintained the confidentiality of sensitive documents and ensure that they are stored securely by organizing and classifying multiple clinical documents into internal databases.
• Arranged, elaborated, and scheduled deliveryshipments and waybillsfor medical equipment in Hospitals and medical facilities around Canada.
• Collaborated with other teams,such as data analysts or project managers, to ensure that documents are analyzed and managed effectively.

Achievements: 

• Accomplished an average of 800 emailsper month within2 months of working whiledecreasing 20% of our team's monthly workload.

Western Union - Digital Risk Analyst / Global ConsumerAnalyst Lindora, Costa Rica

10/2019 - 01/2021

Key Responsibilities:

• Provided customerservice to online clients regardingdigital money transactions.
• Analyzed the organization's operations, processes, and systems to identify potential risks that could impact the organization's objectives.
• Maintained risk management policies and procedures to ensure the organization is compliant with relevant regulations and standards.
• Developed strategies to mitigate identified risks, including risk transfer, risk avoidance, risk reduction, and risk acceptance.
• Support bannedcustomers by reviewing legal documents and questionnaire forms.
• Report on whether customerswere eligible for the reinstatement process or not.

Achievements: 

• Exceeded 70% of the KPI per hour by analyzing more than 19 online transactions per hour.
• Obtained the best team results from a customer experience survey for 3 months due to customer sup- port and assistance.
• Accomplished call handle timesof 180 seconds when the goal neededis 225 secs while assuring exceptional customer service and willingness to help.
• Achieved a target of 80 emails per day with an efficiency of more than 90% by helping customers reactivate their Western Union accounts.

Interactive Media Design (Level 3) - College Diploma - School of Media and Design, Algonquin College, Ottawa, Ontario • Dean’s Honor’s List | GPA: 4.0 / 4.0