Joshua Castro

Customer Excellence Analyst – Financial Services

Santa Marta, CO.

About

Customer Excellence professional with experience at Nubank, blending customer support platforms (“Xpert” analyst) with operational insights and a human-first approach. Based in Santa Marta, Magdalena, Colombia; currently serving as Customer Excellence Analyst – Xpert at Nubank.

Work

Nubank

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Customer Excellence Analyst – Xpert

São Paulo, São Paulo, Brazil

Summary

Serves as a “Xpert” within Nubank’s Customer Excellence (CXP) unit, supporting customers via internal platform tools with a strong focus on humanized experience, operational quality, and efficiency.

Highlights

Operate using Nubank’s internal CX platform (“Shuffle”) to optimize support channels (chat, phone, email) and ensure customer-first engagement.

Apply Excellence Standards—Anticipate, Solve, Care, Empower—to deliver consistent quality interactions.

Contribute to high NPS and customer satisfaction in a digital‑first financial services context.

Nubank

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Customer Excellence Junior Analyst – Xmart

São Paulo, São Paulo, Brazil

Summary

Junior-level analyst in the Customer Excellence team, supporting customer resolution workflows and developing operational skills within Nubank’s financial services environment.

Highlights

Supported multi-channel customer interactions (chat, phone, email) using internal tools.

Progressed in operational and research capabilities within Customer Excellence framework.

Cámara de Comercio de Santa Marta para el Magdalena

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Asesor Empresarial

Santa Marta, Magdalena, Colombia

Summary

Advised business clients in the Chamber of Commerce of Santa Marta, Magdalena, delivering consulting and support to local enterprises.

Highlights

Provided business advisory services to SMEs in Santa Marta.

Enhanced client understanding of local commercial processes.

Education

Universidad del Magdalena

Santa Marta, Magdalena, Colombia
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Grade:

Skills

Customer Support Platforms

Shuffle, CXP, Internal tooling.

Customer Experience Strategy

Excellence Standards, Anticipate, Solve, Care, Empower.

Operational Efficiency

NPS, Multi‑channel support.