Damir Castillo
Baltimore,MD
Summary
Dynamic bilingual industrial engineer with experience in customer service, delivery operations, and team coordination within fast-paced, deadline driven environments. Skilled in route execution, issue resolution, shipment tracking, and cross-team communication to prevent delays and improve service outcomes. Proficient in CRM platforms, dispatch tools, and digital POS systems. Recognized for problem-solving, training support, and consistently meeting performance, safety, and service quality targets in logistics and transportation settings.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead Server /Bartender
Ropewalk Ocean City
05.2018 - 09.2025
- Served as a captain server and trainer, directing teams of 20+ servers during peak shifts.
- Oversaw daily operations to ensure exceptional customer service and dining experience.
- Trained and onboarded new hires on service standards, POS and communication.
- Developed strategies to enhance guest satisfaction through feedback analysis.
Delivery Associate | Amazon DSP
Amazon
12.2022 - 11.2023
- Support team operations by assisting with route optimization and vehicle organization. Manage delivery schedules efficiently.
- meeting or exceeding performance and accuracy targets.
- Maintained accurate records of deliveries and inventory using tracking software.
- Communicated with customers to resolve delivery issues and enhance satisfaction.
Bilingual Customer Service Advocate
Citizens Bank
01.2018 - 02.2021
- Using CRM tools to resolved customer inquiries efficiently, leveraging problem-solving skills to enhance satisfaction.
- Assisted customers in both English and Spanish, ensuring clear communication and understanding of services.
- Managed multiple customer interactions simultaneously while maintaining high service standards.
International Customer Service Advocate
FedEx
01.2016 - 02.2018
- Delivered high-level support to international shipping customers, managing inquiries related to customs, documentation, transit delays, billing, claims, and tracking for cross-border shipments.
- Coordinated with internal teams to ensure timely delivery and service resolution.
- Provided product information and support to enhance customer satisfaction.
- Documented customer interactions accurately in CRM systems for follow-up actions.
Education
Bachelor of Science - Industrial Engineering
Universidad Tecnologica De Santiago
Santo Domingo, Dominican Republic 04-2022
Skills
- Bilingual English-Spanish
- Team leadership
- Problem-solving
- Deadline adherence
- Positive and friendly attitude
- Teamwork and collaboration
- POS system operations
- Employee training and development
- Staff supervision
- CRM tools
- Staff training
- Route planning
Certification
- Work Smarter with Microsoft Excel
- Work Smarter with Microsoft Word
Timeline
Delivery Associate | Amazon DSP
Amazon
12.2022 - 11.2023
Lead Server /Bartender
Ropewalk Ocean City
05.2018 - 09.2025
Bilingual Customer Service Advocate
Citizens Bank
01.2018 - 02.2021
International Customer Service Advocate
FedEx
01.2016 - 02.2018
Bachelor of Science - Industrial Engineering
Universidad Tecnologica De Santiago