Henry Castellano
Summary
Skilled in managing and leading support teams, including direct hires and BPO agents. Expertise overseeing critical issue escalations, prioritising cases, and collaborating with cross-functional teams for effective resolutions. Experienced in team training, onboarding, performance management, and continuous coaching and development. Proficient in managing vendor relationships and operations, maintaining knowledge bases, and developing training materials. Capable of supporting high-impact events and promoting cross-team collaboration to improve client service.
Overview
21
21
years of professional experience
Work History
Operations Manager, APAC, Global Digital Support
International SOS
07.2023 - Current
- Manage and support Digital Support Analysts and a regional team of directly hired Digital Support Specialists, while also assisting the global team of BPO agents and direct hires
- Act as the primary point of contact for stakeholders in the APAC region
- The Digital Support team provides assistance for International SOS's Health and Security Subscription Services digital products
- Oversee the Digital Support team, including regional and global members, providing training, coaching, onboarding, and performance management to support their development
- Handle critical issue escalations and collaborate with relevant teams for resolutions, updating stakeholders
- Support training efforts with the QA lead and Client Services Quality Manager
- Equip the team with tools and resources, including maintaining the knowledge base and creating new articles
- Provide support during high-impact events during and outside standard working hours
- Foster inter-group cooperation with other teams for improved client service
- Conducted training for newly hired Digital Support Analysts
- Manage vendor relationships and oversee their operations
Analyst, Global Digital Support
International SOS
01.2022 - 06.2023
- Member of the Global Digital Support Escalations team, delivering expert assistance and world-class customer service by resolving complex issues and supporting the broader Global Digital Support team
- Identifies and isolates customer issues related to data or products, coordinating resolutions with internal teams, including technical support, product engineering, and product management
- Monitors open cases to ensure timely resolution within established Service Level Agreements, documenting all customer interactions in the company’s ticketing system
- Collaborates with cross-functional teams, including technical teams, account management, regional sales/business development, product management, and service delivery, to ensure timely issue resolution and high client satisfaction
- Provide feedback and contribute to documentation for product defects and enhancement requests to drive product improvements
- Conducted training for the first batch of Tier 2 (Specialists) team members outsourced through a BPO vendor in Manila, Philippines
Specialist, Global Digital Support
International SOS
05.2017 - 12.2021
- A key member of the Digital Support Team serves as the initial contact after deployment, providing global support for end-user requests related to Information & Tracking products
- This role requires strong troubleshooting skills to resolve most issues during the first call, with more complex problems escalated to second-level support
- Also monitors open cases to ensure resolution in line with Service Level Agreements (SLAs) and thoroughly documents all customer interactions in the ticketing system
- Liaises with various teams to ensure satisfactory resolutions for clients
- Additionally, contributed ideas to product owners based on client feedback for future product enhancements
- Conducted training for the first batch of Tier 1 team members outsourced through a BPO vendor in Manila, Philippines
- Played a pivotal role during the initial phases of the ServiceCloud migration and Common Login App projects, ensuring smooth implementation and transition
Helpdesk Engineer
International SOS
08.2011 - 05.2017
- Company Overview: Contract through EPS Computer Systems
- Provides desktop support for end users, addressing both hardware and software issues, on-site and remotely
- Offers dedicated support to an international medical assistance company (International SOS), including their call center/contact center operations
- Ensures smooth functioning of the organization’s in-house applications
- Oversees data backup and restoration processes for servers, ensuring data integrity and security
- Assists with data center maintenance and related tasks
- Serves as IT Helpdesk Lead, delivering VIP support, coordinating vendor engagements during office moves and renovations, and providing technical support at overseas conferences
- Spearheaded the implementation of IT FAQs for new staff inductions and developed pre-loaded system images for DELL machines used across the SSEA region
- Contributed to the SSEA IT Problem Review Management Review team, driving process improvements and enhancing regional IT operations
- Contract through EPS Computer Systems
Technical & Customer Support Representative
Stream Global Solutions
07.2009 - 05.2011
Technical & Customer Support Representative
Convergys
03.2008 - 04.2009
Senior Technical Support Representative
Sykes Asia Inc
01.2004 - 03.2008
Education
Bachelor of Science - Electronics and Communications Engineering
University of Saint La Salle
Nationality
Singaporean
Prior Experience
- Stream Global Solutions, Technical & Customer Support Representative, 07/01/09, 05/31/11
- Convergys, Technical & Customer Support Representative, 03/01/08, 04/30/09
- Sykes Asia Inc, Senior Technical Support Representative, 01/01/04, 03/31/08
Timeline
Operations Manager, APAC, Global Digital Support
International SOS
07.2023 - Current
Analyst, Global Digital Support
International SOS
01.2022 - 06.2023
Specialist, Global Digital Support
International SOS
05.2017 - 12.2021
Helpdesk Engineer
International SOS
08.2011 - 05.2017
Technical & Customer Support Representative
Stream Global Solutions
07.2009 - 05.2011
Technical & Customer Support Representative
Convergys
03.2008 - 04.2009
Senior Technical Support Representative
Sykes Asia Inc
01.2004 - 03.2008
Bachelor of Science - Electronics and Communications Engineering
University of Saint La Salle
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