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Dorian Castillo
Los Angeles,California
Work Preference
Summary
Dependable customer service professional with extensive experience in passenger assistance and safety awareness. Proven ability to manage diverse customer interactions in high-pressure environments, ensuring satisfaction and effective problem resolution. Eager to contribute expertise in communication and teamwork to enhance the passenger experience as a Flight Attendant.
Overview
9
9
years of professional experience
Work History
Rideshare & Delivery Services
Uber, Lyft, Door Dash
Los Angeles, CA
2019.06 - Current
- Provide professional, courteous, and customer-focused transportation and delivery services to a diverse customer base.
- Maintain a strong focus on passenger safety, customer satisfaction, professionalism, and timely service.
- Safely transport passengers and handle customer belongings, food orders, and personal property.
- Adapt quickly to traffic, road closures, special events, changing routes, and unexpected delays while maintaining quality service.
- Use GPS, navigation applications, smartphones, and digital platforms to safely and efficiently manage trips and assignments.
- Navigate efficiently using GPS technology for optimal routes.
- Communicate clearly with passengers and customers regarding pickup locations, destinations, delivery instructions, delays, and service-related concerns.
- Resolved customer inquiries promptly and addressed issues on-site to enhance service quality.
- Resolve customer concerns professionally while working to create a positive customer experience.
- Remain calm, patient, and professional when handling unexpected situations, customer concerns, traffic delays, and changing circumstances.
- Interact respectfully with customers from diverse backgrounds, age groups, and circumstances.
- Transported food and passengers efficiently across various locations to ensure timely arrivals.
- Maintained high client satisfaction by engaging with customers throughout service process and integrating their feedback.
- Utilize feedback to improve service delivery and customer satisfaction.
- Cultivated relationships with existing customers while actively pursuing new clientele to expand service reach.
- Assess customer requests to clarify questions and outline specifications prior to order fulfillment.
- Communicated effectively with customers to enhance service experiences.
- Manage multiple priorities independently while maintaining punctuality, accuracy, and accountability.
- Resolve customer inquiries promptly via phone or email communication channels.
Advanced Medical Support Assistant (AMSA)
FALCON TECH
Los Angeles, CA
2026.03 - 2026.08
- Provided professional, compassionate, and customer-focused administrative support to Veterans through a Veterans Affairs healthcare contract.
- Communicated with Veterans, healthcare professionals, administrative staff, and other stakeholders while maintaining professionalism and confidentiality.
- Managed high-volume telephone interactions to schedule appointments, address inquiries, provide information, and route calls effectively.
- Utilized Cisco phone systems to initiate call transfers, warm handoffs, and appropriate routing of calls.
- Completed Veterans Crisis Line training and followed established procedures for crisis-related calls and transfers.
- Maintained composure and professionalism while assisting individuals in stressful or urgent situations, ensuring quality support.
- Used active listening, empathy, patience, and clear communication when assisting individuals with varying needs.
- Scheduled and coordinated primary care, specialty, oncology, and other healthcare appointments.
- Assisted with eligibility and enrollment processes and verified information required to support access to services.
- Applied Community Care WTE (Wait Time Eligibility) procedures.
- Processed and tracked consults according to established procedures, ensuring compliance with applicable VA directives.
- Used electronic health record systems to accurately document communications, scheduling activities, and administrative information.
- Maintained accurate, timely, complete, and appropriate documentation while recognizing the EHR as a legal document.
- Managed competing priorities in a fast-paced environment while maintaining accuracy, professionalism, and service quality.
- Veterans Affairs Contract
Customer Service Advocate
FASHION NOVA
Los Angeles, CA
2017.04 - 2025.03
- Provided high-volume customer service support to customers regarding orders, accounts, products, concerns, and service issues.
- Fostered positive customer experiences through active listening, empathy, and effective communication.
- Resolved customer concerns through research, problem-solving, and appropriate solutions.
- De-escalated challenging customer interactions, ensuring resolution while maintaining professionalism and respect.
- Managed multiple customer interactions and competing priorities while maintaining accuracy and efficiency.
- Adapted quickly to changing systems, policies, procedures, and customer service requirements.
- Upheld a customer-focused approach, consistently meeting service and quality expectations.
Education
High School Diploma -
DORSEY HIGH SCHOOL
Los Angeles, CA1995-06
College Coursework - Child Development
SANTA MONICA COLLEGE
Santa Monica, CACollege Coursework - Child Development
SOUTHWEST COLLEGE
Los Angeles, CASkills
- Ride Coordination
- GPS & Navigation Technology
- Digital Navigation Tools
- Exceptional Customer Service
- High-Volume Customer Interaction
- Passenger Assistance
- Crisis Response Strategies
- Safety Awareness
- Diverse Customer Populations
- Service Coordination
- Transportation Records Management
- Professional Communication
- Communication skills
- Active Listening
- Problem Resolution
- Conflict Resolution
- De-escalation
- Time Management
- Multitasking
- Adaptability
- Teamwork & Collaboration
- Professionalism
- Change Adaptability
- Safety Compliance
- Critical Thinking
- Problem Solving
- Passenger Engagement
- Professionalism
- Change adaptability
- Safety compliance
- Critical thinking
- Problem-solving
- Passenger Engagement
Relevant Training And Professional Development
- Veterans Crisis Line Training
- Crisis Communication & Call Management
- Cisco Phone System & Call Management
- Warm Handoff & Call Transfer Procedures
- Primary Care Scheduling
- Oncology Scheduling
- Eligibility & Enrollment
- Community Care WTE — Wait Time Eligibility
- Consult Management Process & Procedures
- VHA Directive 1230 — Outpatient Scheduling Management
- VHA Directive 1232 — Consult Management Process & Procedures
- STG-LA — Standardized Scheduling Comments
- Medical Terminology
- Reading & Referral Notes
- Cardiovascular System
- Common Laboratory & Panel Tests
- EHR as a Legal Document
Additional Qualifications
- Strong verbal and interpersonal communication
- Comfortable working with the public in high-pressure environments
- Professional, patient, and approachable demeanor
- Strong safety awareness and situational awareness
- Able to remain calm during stressful or unexpected situations
- Comfortable learning new technology and operational systems
- Strong teamwork and collaboration skills
- Dependable and accountable
- Experienced working independently without constant supervision
- Committed to providing exceptional customer and passenger service
Timeline
Advanced Medical Support Assistant (AMSA)
FALCON TECH
2026.03 - 2026.08
Rideshare & Delivery Services
Uber, Lyft, Door Dash
2019.06 - Current
Customer Service Advocate
FASHION NOVA
2017.04 - 2025.03
High School Diploma -
DORSEY HIGH SCHOOL
College Coursework - Child Development
SANTA MONICA COLLEGE
College Coursework - Child Development
SOUTHWEST COLLEGE