Angel J. Castro
Vacaville,CA
Summary
Knowledgeable Customer Support Supervisor with history of enhancing customer satisfaction and streamlining support processes. Proven track record in resolving complex issues efficiently and leading teams to improve performance. Demonstrated ability to mentor team members and implement effective customer service strategies.
Overview
6
6
years of professional experience
Work History
Customer Support Supervisor, AGR/SSgt (Supervisory)
349 Force Support Squadron
04.2022 - Current
- Supports and executes customer support programs for the largest reserve associate wing supporting 2,700 Airmen throughout 27 units
- Oversees Defense Enrollment Eligibility Reporting System Verifying Official duties
- Directs Real-Time Automated Personnel Identification System site and issues DoD CACs, assists with PIN resets, and facilitates essential health benefits for customers
- Conducts monthly briefing sessions for all incoming 349 AMW personnel, including newcomers, achieving an increase in team engagement and a satisfaction rate with the onboarding process
Career Development Supervisor, AGR/SSgt (Supervisory)
349 Force Support Squadron
01.2024 - 08.2024
- Managed enlisted promotions, reviewing records to determine eligibility
- Allocated stripes across the Air Mobility Wing
- Coordinated and tracked the processing of non-prior service enlisted personnel and serve as the primary point of contact for all tech school liaisons
- Briefed and provided guidance to 27 squadrons on program policy regarding reassignments and executes assignment actions, including transfers, separations, and discharges
Career Development Journeyman, TR/SrA (Non—Supervisory)
349 Force Support Squadron
04.2019 - 04.2022
- Coordinated and processed DD Form 214 for service members in the Reserves
- Utilized military personnel systems and software to manage and maintain accurate and up-to-date records, ensuring compliance with military regulations and procedures
- Provided program guidance & support to senior leadership, commanders and reserve recruiters on manning programs/processes
- Accomplishments:
- Generated, approved, and reported on DD214’s of 600 personnel reducing backlog by 78%
- Modernized the work-center DD214 tracking by auditing the log for discrepancies, devising a new tracker, and expediting over 300 records which reduced processing time by 25% and reduced backlog by 35%
Education
Deliberate and Crisis Action Planning and Execution System (DCAPES) -
02.2024
Airmen Leadership School -
03.2022
Skills
- Escalation handling
- Training and coaching
- Staff motivation
- Service level management
Awards
- Air Force Achievement Medal, 2022
- 349th FSS NCO of the Quarter, 2023
- 349th FSS Airman of the Quarter, 2022
- 349th FSS NCO of the Year, 2023
Timeline
Career Development Supervisor, AGR/SSgt (Supervisory)
349 Force Support Squadron
01.2024 - 08.2024
Customer Support Supervisor, AGR/SSgt (Supervisory)
349 Force Support Squadron
04.2022 - Current
Career Development Journeyman, TR/SrA (Non—Supervisory)
349 Force Support Squadron
04.2019 - 04.2022
Airmen Leadership School -
Deliberate and Crisis Action Planning and Execution System (DCAPES) -
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