Samantha Castro, Service Center Leader

I graduated college with a degree in education and started a position as a service center representative with WTW. I thought it would be a temporary position as I figured out what I was really going to do, but I never left. I've had the pleasure of working in a variety of roles, and I’ve been able to fulfill my passion of educating by overseeing a team of customer service representatives, developing trainings, and working closely with our clients. I’m also bilingual, and I love that I can help our Spanish speaking participants understand and access their health benefits.

I tell my team often to treat every question like it’s the first time they've heard it. Even if it’s the hundredth time they’ve had to answer the question in a week, it’s the first experience for the caller. And they do. The environment we have here is full of compassion and focused on helping callers and clients. I couldn't do it alone, and the way we work as a team and strive to give participants a pleasant experience is what really makes each day memorable.