BERNADETTE CASTILLO
TACOMA,WA
Work Preference
Summary
Dedicated Passenger Service Agent with proven expertise in enhancing passenger satisfaction. Skilled in check-in procedures and baggage handling, with a focus on streamlining processes to improve efficiency.
Experienced with passenger service processes, including check-in, boarding, and customer assistance. Utilizes effective communication and problem-solving skills to address passenger needs and ensure smooth operations. Knowledge of airline regulations and procedures to maintain compliance and safety.
History includes managing customer service, sales and operational areas for International airlines. Well-versed in departure and gate processes. Excellent communication, prioritization and multitasking abilities.
Kind Passenger Service Agent with considerable experience in airline and hospitality customer service. Assists passengers by interpreting flight schedules and relaying weather reports. Adept at working in stressful situations with little to no supervision.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Passenger Service Agent
Swissport USA
SeaTac, WA
10.2025 - Current
- Assisted passengers with check-in procedures, ensuring a smooth boarding process.
- Resolved customer inquiries and complaints promptly, enhancing passenger satisfaction.
- Collaborated with team members to streamline baggage handling procedures, improving efficiency.
- Monitored flight schedules and gate assignments, providing accurate information to travelers.
Passenger Service Supervisor
Swissport USA
SeaTac, WA
04.2025 - 10.2025
- Supervised daily operations ensuring compliance with safety and operational standards.
- Coordinated passenger check-in processes, enhancing efficiency and customer satisfaction.
- Managed luggage handling procedures, reducing mishandling incidents through effective training.
- Assisted in the development of service protocols to improve on-time performance metrics.
- Monitored security and maintained operational protocols.
Passenger Service Agent
Worldwide Flight Services
SeaTac, WA
09.2024 - 04.2025
- Conducted safety checks on boarding areas and equipment to maintain compliance standards.
- Trained new staff on operational protocols and customer service best practices.
- Maintained cleanliness and organization of passenger waiting areas for optimal experience.
- Utilized reservation systems for ticketing and flight changes, supporting operational flow.
Customer Service Representative
CLEAR
SeaTac, WA
04.2024 - 09.2024
- Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
- Utilized CRM systems to track customer interactions and ensure timely follow-ups.
- Collaborated with team members to streamline processes, enhancing overall service delivery.
- Educated customers on product features and benefits, improving user experience and satisfaction.
- Handled escalated issues, demonstrating conflict resolution skills and maintaining customer trust.
- Analyzed customer feedback to identify trends, recommending enhancements to service protocols.
- Implemented process improvements that increased response times and reduced customer wait periods.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Passenger Service Agent
Swissport USA
SeaTac, WA
08.2021 - 03.2024
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Educated passengers on safety procedures and provided assistance to disabled passengers
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
- Safeguarded sensitive passenger information by maintaining strict confidentiality standards at all times.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
- Maintained accurate records of flight information to provide timely updates to passengers.
- Announced flight status updates and information about gate changes over PA system.
- Enhanced customer satisfaction by providing efficient check-in and boarding services.
- Tagged baggage and routed to appropriate location for loading and screening.
Education
CERTIFIELD NURSING ASSISTANT - CNA
BLOSSOM NURSING ACADEMY
Kent, WA07-2022
Associate of Science - Biochemistry
CAMILO GOLGI DI BRESCIA
BRESCIA,ITALY06-2017
High School Diploma -
SCUOLA MOMPIANI DI BRESCIA
BRESCIA,ITALY06-2012
Skills
- Passenger assistance
- Customer service management
- Baggage handling
- Strong organization
- Emergency procedures
- Coordinating schedules
- Check-in procedures
- Public announcements
- Travel documentation
- Airline policies
- Ticketing knowledge
- Computer terminal operations
- Boarding gate procedures
- Sales expertise
- Boarding assistance
- FAA regulations
- Flight scheduling
- TSA collaboration
- Passenger check-in
- Team leadership
Languages
English
Full Professional
Italian
Native or Bilingual
Filipino
Native or Bilingual
Interests
- I like working with my hands and fixing things
- Crafting and DIY Projects
- Music
- Interior Design
- Drawing and Painting
- Enjoy experimenting with different ingredients and flavors in the kitchen
- I enjoy cooking for friends and family gatherings
- Growing herbs, vegetables, or fruits in home gardens
- I like trying new recipes and food trends
Timeline
Passenger Service Agent
Swissport USA
10.2025 - Current
Passenger Service Supervisor
Swissport USA
04.2025 - 10.2025
Passenger Service Agent
Worldwide Flight Services
09.2024 - 04.2025
Customer Service Representative
CLEAR
04.2024 - 09.2024
Passenger Service Agent
Swissport USA
08.2021 - 03.2024
CERTIFIELD NURSING ASSISTANT - CNA
BLOSSOM NURSING ACADEMY
Associate of Science - Biochemistry
CAMILO GOLGI DI BRESCIA
High School Diploma -
SCUOLA MOMPIANI DI BRESCIA