Helping people innovate.

Welcome

Javier Castillo. People Leader, Retail Expert and Executive Director - Business & Leadership Author

Let's start

About me

Javier Castillo

International Business Leader & Executive Director

International business leader helping US brands expand in Latin America.

Expertise in building/optimizing organizational processes, measurement systems, and infrastructure to maximize business results in sales and service operations in Latin America and US. Vastly experience in delivering strong marketing, sales, customer service, information systems and business-development programs for US and Latin America operations.

Entrepreneurial leader and solid team builder

Experienced leader and solid team player with effective team-spirited approach. Proactive motivator with solid reputation for leveraging company competencies, providing common vision, and creating energetic, productive organization.

Business-development professional who consistently meets goals

Solid ability in managing local or international companies, developing employee potential, and delivering consistent, profitable results. Specialize in developing cohesive customer service teams driven to propel the ordinary to excellence, delivering results that surpass industry performance standards.

Executive Director

Vastly experienced in international operations and skilled strategist who transforms strategic plans into workable solutions. Proficient problem-solver who created and implemented business plans for startup joint-venture for quick expansion into international markets. Solid expertise in general management, marketing, operations, finance, information systems and human resources in Latin America and the US.

About Me
0
+ Years of Retail Experience
0
Different Countries Experience
0
Countries Opened
0
Research Publications

Professional Experience

People Leader, Retail Expert and Executive Director

ADOC Enterprises

Feb. 2020 - Present

Chief Executive Officer

Making dreams come true.

Payless ShoeSource

2018-2020

Managing Director – Central America

Operations, Financial Results, Merchandising, Marketing & Human Resources. Leading director for international e-commerce & in-store technology projects in Latin America. General Manager & Legal Representative for Guatemala.

Key Accomplishments:

  • Received Best Region Award - Latin America, 2018.

Payless ShoeSource

2003-2017

General Manager and Legal Representative for Guatemala

Directly responsible for operations, human resources, financial and strategic leadership of the district. Participated and directed several projects at regional and corporate level.

Key Accomplishments:

  • Received several awards including "Best Customer Service" and "Best Performance" among 170 districts.
  • Achieved significant sales gains and growth during the last 10 years.
  • Participated in several projects for the region & chain – Central America, Caribbean, Mexico, Colombia, Peru, Uruguay, Paraguay and US markets. Opened Guatemala and Mexico markets.

San Pablo University

2014-Present

Vice President - Dean School of Business

Key Accomplishments:

  • Reviewed and improved Engineering and Business coursework. Developed several new programs.
  • Established alliances with several universities among USA, Canada and Latin America.
  • Strategic Leadership professor at doctoral level & Entrepreneurship Professor at master’s level.
  • Retail, Leadership and Marketing Author.
Access Resume

Education

Business & Leadership Author

Swiss Management Center, Zurich-Kloten, Switzerland.

2015

Doctor of Business Administration with distinction – Performance Management, Strategic Leadership & International Marketing

Publications:

  • Customer Empowerment and Satisfaction through the Consultative Selling Process in the Retail Industry, The Journal of Customer Relationship Marketing and Management, Volume 9, Issue 3, Article 3, August 2018.
  • How Interactions Influence Customer Empowerment and Satisfaction in the Retail Industry, The Journal of Business and Retail Management Research, Vol. 12 Issue 4, July 2018.
  • The Relationship Between Big Five Personality Traits, Customer Empowerment and Customer Satisfaction in the Retail Industry, The Journal of Business & Retail Management Research, Vol. 11 Issue 2, January 2017.
  • Dissertation titled “Impact of Customer Empowerment on Customer Satisfaction in the Retail Industry", 2015.
  • Impact of a Localized Marketing Strategy on an International Fast Food Chain within the Central American Region, The Journal of Business & Retail Management Research, Vol-08, Issue-1, October 2013.

Florida International University, Miami FL, USA.

2003

Master of Business Administration with distinction – General Management & International Business

Recognitions:

  • “Best Team Player” granted by GeMBA cohort, 2003.
  • “Most Helpful Student” granted by GeMBA cohort, 2003.

Francisco Marroquin University, Guatemala City, Guatemala C.A

1998

Master of Science - Reliability oriented to Business Administration and Information Systems

Francisco Marroquin University, Guatemala City, Guatemala C.A

1996

Bachelor of Science & “Licenciatura”– Management of Information Systems

Publication:

  • Sistema de Información Integrado para una Empresa de Servicios Financieros, 1996.
Read Publications
My Resume

Skills

Vastly Retail, International, Leadership, Executive Management & IT Skills

  • Web development (Responsive Web Design, PHP, Phyton, CSS, Java, HTML, SQL and DBA).
  • Very knowledgeable in configuration and assembly of Personal Computers, Servers and Peripherals.
  • Programming Languages: PHP, Phyton, HTML, Java & C++ among others.
  • Installation, configuration and administration of several databases and servers - Microsoft, Linux, CentOS, Oracle, MariaDB.
  • Knowledgeable in ISO 9000, ISO 14000, Organizational Behaviors, Reengineering, and Strategic Leadership.
PHP
95%
Jquery
65%
HTML5
95%
Photoshop
95%
Responsive Web Design
100%
Java
75%

Languages Skills

Spanish

English

Portuguese

my skills

Publications

All Customer Empowerment Customer Satisfaction Big 5 Personality Dimensions International Marketing Management Selling Behaviors Information Systems
out of

Customer Empowerment and Satisfaction through the Consultative Selling Process in the Retail Industry

International Journal of Customer Relationship Marketing and Management (IJCRMM), Volume 9, Issue 3, Article 3, August 2018. This paper draws insight from the literature to propose a model interlinking key stages in the consultative selling process, customer engagement, and customer satisfaction. It is argued that customer journey should be designed as a process of empowering customers to make the right choices and the role of businesses should be to design and deliver products that meet with needs realized in the consultative process between the business and the customer. Even though this discussion is situated within the context of the retail industry, the findings could possibly be applied in various other customer relationship contexts as well.

How Interactions Influence Customer Empowerment and Satisfaction in the Retail Industry

Journal of Business and Retail Management Research (JBRMR), Vol. 12 Issue 4. July 2018. Interactions with consumers in a retail environment play a fundamental role to increase sales, improve satisfaction and promote loyalty among such consumers, at the same time of improve financial results that may sustain a company long-term. Such face-to-face or online interactions have several components that may cause an improved State of Empowerment perception resulting in a relevant satisfaction, thus, loyalty and retention. For such purpose, the actual study comes to analyze what are those behaviors or actions that bring into play such perception, and how such perception relates to an improved customers’ satisfaction. This document aims to prove the importance of such behaviors when interacting with consumers in online or face-to-face retail transactions, and how such behaviors need to be reflected and exploited when connecting with customers.

The Relationship Between Big Five Personality Traits, Customer Empowerment and Customer Satisfaction in the Retail Industry

The Journal of Business & Retail Management Research, Vol. 11 Issue 2, January 2017. Big Five Personality Dimensions are considered important to understand how consumers behave and tend to prioritize aspects in a retail business environment. This research provides evidence of how the Big Five Personality Traits, including Extraversion, Agreeableness, Conscientiousness, Neuroticism, and Openness, are positively correlated to Customer Empowerment or a “state of empowerment” perception, and how dimensions of Conscientiousness, Agreeableness, and Neuroticism have a significant relationship with a State of Empowerment promoted among consumers. For such purpose, this research uses a multiple regression analysis and data of consumers around the world who have experienced face-to-face interactions in the retail industry. Listed on Social Science Research Network - SSRN's Top Ten download list for: - MKTG: Channel Management & Retailing (Topic). - Managerial Marketing eJournal. - AARN: Cognitive Anthropology (Topic). - CSN: Business (Topic). - MKTG Subject Matter eJournals Top Ten and MRN Marketing Network. - Psychological Anthropology eJournal.

Impact of Customer Empowerment on Customer Satisfaction in the Retail Industry

SMC University, 2015. Companies constantly seek to implement activities that may positively impact business transactions, using the information available and an enhanced communication among the people involved in such interactions. This dissertation describes the significance of Customer Empowerment and how such state of empowerment may influence Customer Satisfaction in the retail industry. The research sought to explain the importance of a customer orientation selling process, and how through reinforcing the aspects of discovering consumers' needs, discovering customers’ preferences, suggesting products to customers based on their needs, and explaining warranty terms to such customers in a business transaction, a “state of empowerment” is promoted. The quantitative correlational study utilized a web-based survey to measure the impact of Customer Empowerment on Customer Satisfaction and proposes the use of a consultative selling process integrating the independent variables of understanding customer’s needs, discovering customer’s preferences, explaining warranty terms, and suggesting customers products based on their needs, to promote such state of empowerment and Customers’ Satisfaction, based on a positive linear correlation found between these independent variables and Customer Empowerment, and between Customer Empowerment and Customer Satisfaction. Last, the results of this research provided evidence of how the Big Five Personality Dimensions, including Extraversion, Agreeableness, Conscientiousness, Neuroticism, and Openness, are positive correlated to Customer Empowerment or a “state of empowerment” perception, and that Conscientiousness, Agreeableness, and Neuroticism are dimensions that have a statistically significant relationship with Customer Empowerment based on a multiple regression analysis.

Impact of a Localized Marketing Strategy on an International Fast Food Chain within the Central American Region

The Journal of Business & Retail Management Research, Vol-08, Issue-1, October 2013. The main interest of this document is to describe the importance of a localized marketing strategy and its implications when operating in the fast food industry within the Central America region, at the same time of illustrate the benefits in terms of customer satisfaction, loyalty, and growth in the short and long term that this type of strategy brings into context when applied correctly. For this purpose, a survey was conducted among consumers within the region, and as result of this, a positive relation was identified among localized food menus, new menus, and the recognition of an international brand, with a better customer satisfaction perception when operating among such industry. These findings may allow companies to determine based on their actual situation, the need to include new flavors, new meals, or develop new strategies that may take advantage of an international brand.

Sistema de Información Integrado para una Empresa de Servicios Financieros

Universidad Francisco Marroquín, 1997. Analysis and design of information systems for financial services companies.

Interested in Research ?

Get In Touch
Back to Top