Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Alejandro Castillo

Mesa,AZ

Summary

Dynamic Customer Service Supervisor at USPS with a proven track record in employee training and performance evaluation. Skilled in policy development and conflict resolution, I enhanced customer satisfaction and team productivity by implementing effective procedures. Recognized for cultivating a motivated workforce and delivering exceptional service in high-pressure environments.

Overview

18
18
years of professional experience

Work History

Customer Service Supervisor

USPS, United States Postal Service
Puyallup, WA
08.2015 - Current
  • Assisted customers with product inquiries and resolving complaints promptly and professionally.
  • Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
  • Assisted in developing training materials for new hires as well as existing employees.
  • Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
  • Implemented departmental policies and standards in conjunction with management to streamline internal processes.
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
  • Provided day-to-day leadership to cultivate environment that exemplified company values.
  • Trained new customer service representatives on company policies and procedures.
  • Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
  • Issued work schedules, duty assignments and deadlines for office or administrative staff.
  • Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
  • Handled customer service complaints with utmost professionalism and knowledgeable responses to maintain trust and company loyalty.
  • Managed clerical duties within mail office and collaborated with other employees in team-centered environment.
  • Ensured customer satisfaction by providing prompt, courteous service.

Ticket Agent Baggage Claim Agent Boarding Agent

US Airways
San Diego, CA
06.2007 - 11.2025
  • Ensured compliance with FAA regulations concerning ticketing operations.
  • Coached staff on strategies to enhance performance and improve customer relations.
  • Assisted customers with ticket purchases, trip planning, pricing and scheduling.
  • Resolved customer complaints in a professional manner.
  • Transmitted information or documents to customers through email, mailings or facsimile machine.
  • Maintained accurate records of transactions using airline computer systems.
  • Checked luggage and directed passengers to concourses and piers.
  • Processed reservation changes and cancellations for customers.
  • Printed itineraries and tickets for passengers each day.
  • Contacted and verified will-call orders and cancellation list or past customers to offer last-minute ticket options.
  • Built and maintained productive relationships with employees.
  • Searched for and located available seats, cabins and flights for passengers.
  • Checked aircraft weight prior to takeoff and distributed load sheets accordingly.
  • Collected baggage fees, excess baggage charges and other applicable fees from passengers.
  • Maintained client accounts by obtaining, recording and updating personal and financial information.
  • Performed cashier duties such as handling payments by credit cards, checks or cash.
  • Provided support to gate agents when needed during peak travel times.
  • Managed airport lounge access for eligible customers.
  • Facilitated communication between ground staff, pilots, maintenance crew and air traffic control personnel.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Checked tickets and identifying paperwork for verification of individual identities.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Assisted customers with ticketing inquiries and purchase of tickets.
  • Sold, printed, and issued tickets to customers following all applicable guidelines.
  • Verified passenger identification documents for international flights.
  • Helped travelers find locations within airport complex.
  • Processed various forms of payment and applied travel vouchers to help customers obtain tickets.
  • Addressed customer inquiries via email, telephone calls or in person, providing prompt response, or follow-up.

Correctional Officer

Arizona Department of Corrections
Yuma, AZ
08.2012 - 06.2025
  • Enforced institutional policies and procedures to maintain order and security within the correctional facility.
  • Served meals and dispensed medications to inmates.
  • Issued clothing, tools and other authorized items to inmates.
  • Enforced prison rules and regulations while maintaining a safe environment for inmates and staff.
  • Applied non-violent response tools and physical restraint during problematic situations.
  • Guarded facility entrances to screen visitors.
  • Counseled inmates and responded to legitimate questions, concerns and requests.
  • Used appropriate means to discipline prisoners.
  • Oversaw public areas and grounds to verify cleanliness and inmate safety.
  • Searched prisoners and vehicles and conducted shakedowns of cells for valuables and contraband.
  • Investigated incidents involving prisoners or staff to determine who was responsible for any violations of policies or procedures.
  • Inspected cells and other areas for contraband and safety hazards.
  • Operated security control systems to monitor entrances, exits, and movement within the facility.
  • Directed visitor sign-in, documenting processes and completing appropriate visitation logs.
  • Maintained detailed logs of inmate behavior, incidents, and daily activities.
  • Observed inmate behavior to prevent crime, escape attempts and other dangerous activities.
  • Performed head counts, checking cells for missing inmates.
  • Instructed inmates on work detail and oversaw work-site transportation.
  • Managed conflict and negotiated resolutions between inmates to prevent violence and ensure the safety of all individuals in the facility.
  • Conducted investigations of crimes committed within prison.
  • Implemented defensive tactics and physical restraints to maintain safety and security of facility.
  • Reported on quality of inmate work and violations committed by prisoners.
  • Reviewed incident reports submitted by subordinates concerning violations of policy or procedure observed during shift changes.
  • Maintained records of prisoners' identification and charges.
  • Facilitated communication between inmates and facility staff, including relaying requests and grievances.
  • Developed individualized treatment plans for each inmate based on assessments of their mental health needs.
  • Took prisoners into custody and escorted to locations within and outside facility.
  • Prepared detailed reports documenting all relevant information related to daily operations at the correctional facility.
  • Interacted with inmates in an effort to reduce tension between them and maintain a peaceful atmosphere within the facility.
  • Supervised prisoners during meals, recreation time, work assignments, medical visits, court appearances, and other activities.
  • Responded to emergencies and incidents, such as fights or attempted escapes, using appropriate restraint techniques.
  • Transported inmates to and from medical and dental appointments, funerals, work details and court hearings.
  • Employed de-escalation techniques, verbal commands and physical and mechanical restraints to address unruly inmates.
  • Monitored daily activities to identify and manage suspicious behavior, improper conduct and signs of conflict.
  • Conducted fire, safety and sanitation inspections.
  • Assisted in training new Correctional Officers in proper safety protocols and techniques for dealing with difficult situations.
  • Conducted headcounts to ensure that all inmates were accounted for.
  • Escorted inmates within the facility, including to and from cells, medical appointments, and recreational activities.
  • Performed security checks on visitors entering the facility as well as on packages being delivered to inmates.
  • Trained new correctional officers on facility procedures, safety protocols, and the ethical treatment of inmates.
  • Maintained inmate logs and entered information into electronic offender record systems for regulatory monitoring.
  • Inspected locks, window bars, doors, and security systems to support escape prevention.
  • Supervised residents during meal distribution and intake, recreation time and work-site performance.
  • Monitored video surveillance systems to observe prisoner activity throughout the correctional facility.
  • Transported inmates to court, doctor appointments and work sites.
  • Participated in training sessions to stay current on best practices in corrections and emergency response.
  • Maintained order in the prison by monitoring inmate behavior and intervening when necessary.
  • Monitored conduct of prisoners in housing unit or during work or recreational activities to prevent escape or violence.
  • Assisted in the processing of new inmates, including taking photographs, collecting personal information, and explaining facility rules.
  • Provided guidance and counseling services to help inmates adjust to their new environment and develop life skills needed upon release from prison.

Education

Certificate - Airline Operation: Passenger Service

Maricopa Community Colleges, Rio Salado Community College
Tempe, AZ
10-2008

Certificate - Quality Assurance Enginer

Triple Ten

Skills

  • Employee training
  • Customer service
  • Performance evaluation
  • Policy development
  • Team building
  • Conflict resolution
  • Report analysis
  • Database management
  • Time management
  • Effective communication
  • Data entry
  • Problem resolution
  • Call flow maximization
  • Problem-solving
  • Training development
  • Handling complaints
  • Workforce planning
  • Operations management
  • Productivity improvement
  • Team leadership
  • Data retrieval systems
  • Leading team meetings
  • Quality control
  • Appointment scheduling
  • Scheduling and calendar management
  • Policy implementation
  • Attention to detail
  • Evaluate performance
  • Train employees
  • CRM software
  • Data Entry Management
  • Active listening
  • Multitasking
  • Report generation
  • Teamwork
  • Time management abilities
  • Staff assignments and supervision
  • Office management
  • Professionalism
  • Problem-solving abilities
  • Bookkeeping
  • Call center operations
  • Customer escalations
  • Analytical skills
  • Financial reporting
  • Performance monitoring
  • Coordinate schedules

Languages

Spanish
Professional

References

References available upon request.

Timeline

Customer Service Supervisor

USPS, United States Postal Service
08.2015 - Current

Correctional Officer

Arizona Department of Corrections
08.2012 - 06.2025

Ticket Agent Baggage Claim Agent Boarding Agent

US Airways
06.2007 - 11.2025

Certificate - Airline Operation: Passenger Service

Maricopa Community Colleges, Rio Salado Community College

Certificate - Quality Assurance Enginer

Triple Ten

Similar Profiles

CREATE PROFILE
Alejandro Castillo