Amy M. Castillo
Summary
Community-focused administration and customer service professional with 3+ years’ experience in team leadership, stakeholder communication, reception support, and fast-paced service environments. Currently undertaking a Master of Counselling (Human Services) with a Bachelor of Science majoring in Psychology.
Experienced working with diverse communities, supporting positive client outcomes, and maintaining calm, professional communication in high-pressure environments. Strong interest in adolescent mental health, trauma-informed care, youth wellbeing, and inclusive healthcare services.
Brings lived experience navigating mental health and community support systems as a queer first-generation South American migrant, contributing strong cultural awareness, empathy, and advocacy skills.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Advocacy Assist Agent
ProbeCX - Optus
Melbourne, VIC
07.2026 - Current
- Provide specialised customer service and advocacy support to vulnerable customers, responding to enquiries with empathy, patience and professionalism.
- Manage customer enquiries across telephone and email, adapting communication to meet the individual needs and circumstances of customers.
- Navigate multiple computer systems and databases simultaneously to access information, update records and resolve customer enquiries efficiently.
- Maintain accurate customer records while handling sensitive and confidential information in accordance with privacy and regulatory requirements.
- Identify customer needs, investigate issues and work toward appropriate resolutions while maintaining a positive customer experience.
- Manage competing priorities in a fast-paced environment while maintaining accuracy, attention to detail and professional communication.
- Collaborate with internal teams and escalate complex matters appropriately to support timely resolution of customer concerns.
Assistant Manager
Hecho En México
Yarraville
03.2024 - 03.2026
- Supervised front-line customer service operations in high-volume environment, ensuring efficient service delivery and customer satisfaction.
- Managed administrative tasks including rostering, reporting, and stock coordination to support operational efficiency and stakeholder communication.
- Supported conflict resolution and maintained calm, respectful interactions during high-pressure situations.
- Facilitated team communication and provided staff support to enhance collaborative service delivery.
- Maintained accurate operational records using Excel, Square POS, and QuickBooks
All Rounder, Shift Lead
St. Albans Woodfire Pizza and Pasta
St. Albans
02.2023 - 03.2024
- Provided front-line customer service across in-person, phone, and online platforms, enhancing customer satisfaction.
- Engaged with stakeholders to ensure alignment on project goals and promptly address concerns.
Event Planning, Front of House Staff
Slices
Caroline Springs & Keilor Downs
04.2022 - 02.2023
- Coordinated bookings and event planning across two locations, adapting to location and travel requirements.
- Managed records and responded to customer inquiries, ensuring smooth administrative operations.
Supervisor
Spudbar
Watergardens
11.2021 - 04.2022
- Coordinated staff scheduling to ensure optimal shift coverage during onboarding phases.
- Facilitated positive interactions among team members, management, and customers during new store opening.
Education
Master of Counselling - Human Services Specialisation
Swinburne University
Hawthorn12-2028
Bachelor of Science - Extended Major in Psychology
Monash University
Clayton02-2025
Skills
- Mental health and trauma-informed communication
- Front-line customer service
- Community resource navigation
- Patient and family communication
- Stakeholder engagement
- Multidisciplinary teamwork
- Conflict resolution and de-escalation
- Scheduling and rostering
- Cultural responsiveness and inclusive practice
- Microsoft Office Suite and Excel
- Record management and documentation
- Budget management
Community Engagement Volunteering
- Western Health, Consumer Peer Advisor 01/06/2026 to current. Provide lived experiences, and field knowledge, to improve accessibility to community members.
- Moonee Ponds City Council Volunteer, 01/01/19, 12/31/21, Assisted with multicultural youth programs, event coordination, and community engagement.
- Midsumma Festival Customer Service, 01/01/21, 12/31/22, Delivered customer support within high-volume event environments.
Certification
- WWCC Voluntary
- NDIS Worker Screening Check
- NDIS Orientation Module Certificate
- First Aid (2026)
- ACA Student Accreditation
- Participant in Brimbank Live program, winning the Encouragement Award (Learning Excellence category), We are Brimbank Awards.
- Certificate of Appreciation, Multicultural Association of Community Empowerment.
References
Available upon request.
Timeline
Advocacy Assist Agent
ProbeCX - Optus
07.2026 - Current
Assistant Manager
Hecho En México
03.2024 - 03.2026
All Rounder, Shift Lead
St. Albans Woodfire Pizza and Pasta
02.2023 - 03.2024
Event Planning, Front of House Staff
Slices
04.2022 - 02.2023
Supervisor
Spudbar
11.2021 - 04.2022
Master of Counselling - Human Services Specialisation
Swinburne University
Bachelor of Science - Extended Major in Psychology
Monash University