Castillo brings nearly 11 years of leadership experience in customer service and public administration, including executive and senior management roles overseeing multiprogram operations. He holds a Master of Business Administration from the University of Louisiana at Lafayette and bachelor’s degrees in criminal justice and psychology from New Mexico State University. Throughout his career, he has led multisite service organizations, managed diverse workforces and established a centralized customer service operation from the ground up, including performance standards and key performance indicators.

Castillo will lead efforts to enhance the customer experience by using performance analytics to measure outcomes, identify opportunities for innovation and advance operational excellence. He aims to modernize customer service systems and metering operations, streamline business processes, and implement strategies that deliver measurable value to customers.