Dennis Castellanos
Lancaster,CA
Summary
Performance-driven travel and financial services professional with 15+ years of experience in customer advocacy, regulatory compliance, conflict resolution, and operational excellence. Proven ability to lead, coach, and influence outcomes in high-volume environments while maintaining strict adherence to policy and regulatory standards. Recognized for ethical decision-making, strong analytical skills, and delivering premium customer experiences aligned with organizational goals.
Overview
22
22
years of professional experience
Work History
Travel Consultant
American Express Travel
01.2018 - Current
- Deliver premium travel planning services for domestic and international air, hotel, and car reservations.
- Resolve complex travel disruptions while maintaining high customer satisfaction and brand standards.
- Consistently meet performance metrics including productivity, quality, and compliance benchmarks.
- De-escalate high-stress situations using strong problem-solving and communication skills.
- Collaborate cross-functionally to ensure seamless service delivery and operational efficiency.
Travel Agent
Montrose Travel
Palmdale, CA
01.2014 - 01.2018
- Managed travel reservations for financial institution clients including major banks and credit unions.
- Assisted customers with rewards-based bookings and itinerary management.
- Provided real-time solutions for travel interruptions and service concerns.
- Maintained detailed and accurate customer documentation.
Call Center Supervisor
Liberty Tax Service
Lancaster, CA
01.2014 - 12.2014
- Built and supervised a seasonal call center team of 10 employees using the Five9 platform.
- Led onboarding, training, coaching, and performance monitoring initiatives.
- Managed scheduling and payroll within budget guidelines.
- Conducted call audits to ensure compliance and service quality standards.
Mediation Liaison / Review Workout Analyst
Bank of America / Countrywide
Lancaster, CA
01.2004 - 12.2013
- Analyzed borrower financial documentation to determine eligibility for loan modifications and retention programs.
- Applied regulatory guidelines including FHA, Freddie Mac, and Fannie Mae standards.
- Represented the bank in mediation hearings and provided court testimony when required.
- Generated performance and eligibility reporting for management.
- Trained team members on Freddie Mac review processes.
- Recognition: Team Member of the Year (2009)
Education
High School Diploma -
Roosevelt High School
East Los Angeles College
Monterey Park, CASkills
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Five9 Dialing System
- Reservation & Back Office Systems
- Data Reporting & Documentation
Timeline
Travel Consultant
American Express Travel
01.2018 - Current
Travel Agent
Montrose Travel
01.2014 - 01.2018
Call Center Supervisor
Liberty Tax Service
01.2014 - 12.2014
Mediation Liaison / Review Workout Analyst
Bank of America / Countrywide
01.2004 - 12.2013
High School Diploma -
Roosevelt High School
East Los Angeles College