Cheril Castillo
Nashville,TN
Summary
Proven leader in customer service, adept at problem-solving and critical thinking, enhanced Southwest Airlines' brand reputation through effective conflict resolution and empathy. Skilled in prioritization and active listening, I significantly improved team productivity and customer satisfaction by implementing efficient workflows and de-escalation techniques. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Delta
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Agent
Southwest Airlines
06.2023 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Investigated and resolved customer inquiries and complaints quickly.
Supervisor
Prospect Airport Services
07.2022 - 01.2023
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Education
Bachelor of Science - Diagnostic Medical Sonography
Middle Tennessee State University
Murfreesboro, TN12.2027
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Prioritization
- De-Escalation Techniques
- Assertiveness
Care-Team Member
Helping provide resources and a helpful heart to those Co-Hearts, passenger's, and anyone else affected in an aircraft accident
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Agent
Southwest Airlines
06.2023 - Current
Supervisor
Prospect Airport Services
07.2022 - 01.2023
Customer Service Representative
Delta
Bachelor of Science - Diagnostic Medical Sonography
Middle Tennessee State University
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