Alondra Torres Castro
West Palm Beach,FL
Summary
Dedicated and bilingual service professional with over eight years of experience in customer service, hospitality, and airline operations. Known for staying calm under pressure, leading with empathy, and building strong team dynamics in fast-paced environments. From coordinating irregular operations at the gate to training and mentoring new team members, I bring operational focus, adaptability, and heart to every role. Fluent in English and Spanish, I create meaningful connections with both colleagues and customers, always leading with intention and teamwork.
Overview
9
9
years of professional experience
Work History
Airport Customer Service Agent
Delta Air Lines.
West Palm Beach, FL
08.2021 - Current
- Lead boarding operations and supported gate logistics during irregular operations, ensuring safety and timely departures
- Trained and mentored new agents, helping them build confidence and maintain operational readiness
- Served as a go-to team member for real-time problem solving during delays and high-pressure scenarios
- Fostered a positive team culture through collaboration, empathy, and accountability
- Delivered clear, calm communication to both customers and team during service interruptions
Front Desk Supervisor
Hilton Hotel & Resorts
West Palm Beach, FL
12.2018 - 08.2021
- Supervised front desk team in daily operations, guest recovery, and VIP experiences
- Trained and coached new team members on service standards, operational policies, and conflict resolution
- Monitored shift performance and delegated responsibilities to meet service goals
- Maintained high guest satisfaction scores through consistent attention to detail and service recovery
Sales Associate
Paradies Lagardere
West Palm Beach, FL
09.2016 - 12.2018
- Delivered exceptional service to travelers in a high-volume, fast-paced airport environment
- Maintained situational awareness and supported store compliance with airport and company policies
- Took ownership of inventory restocking, visual merchandising, and floor readiness to drive sales and customer engagement
- Supported new hires by offering informal training, sharing best practices, and modeling service excellence
- Consistently exceeded individual sales targets while contributing to overall store performance
Education
Associate Degree in Nursing - Nursing Administration
Palm Beach State College
Lake Worth, FL05-2016
Skills
- MS Office Suite (Word, Excel, PowerPoint)
- Keynote, Pages (Mac OS)
- Delta Term / SNAPP
- Customer Service & Conflict Resolution
- Fluent in English & Spanish
Accomplishments
- Chairman’s Club 2023-2024
Timeline
Airport Customer Service Agent
Delta Air Lines.
08.2021 - Current
Front Desk Supervisor
Hilton Hotel & Resorts
12.2018 - 08.2021
Sales Associate
Paradies Lagardere
09.2016 - 12.2018
Associate Degree in Nursing - Nursing Administration
Palm Beach State College