Summary
Overview
Work History
Education
Skills
Languages
Timeline
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EMANUELE CASTO

EMANUELE CASTO

Castronno,Italy

Summary

With extensive experience as a Security Manager for a major airline and now Team Leader in Customer Service, I have developed a positive and enthusiastic individual who is deeply customer-focused. I actively collaborate with others to build and maintain professional relationships. As a dedicated trainer and mentor, I encourage diverse viewpoints and ensure that all team members are heard. I continuously seek and act on feedback to enhance team performance. I adapt my leadership style to suit different situations, and I always interact with customers, colleagues, and vendor representatives in a respectful, considerate, and fair manner.

Overview

25
25
years of professional experience

Work History

TEAM LEADER CUSTOMER SERVICES

AMERICAN AIRLINES
Milan
06.2024 - Current
  • Ensures all customer service processes are efficient, effective, and align with company standards
  • Leads and mentors a team of frontline customer service agents, fostering a positive and productive work environment.
  • Conducts training sessions for new hires and ongoing development for current employees, focusing on skill enhancement and adherence to company protocols.
  • Provides exceptional support to customers, addressing their needs and resolving issues promptly and effectively
  • Ensures compliance with federal, state, and local regulations, as well as industry standards, such as those from the DOT and FAA
  • Regularly assesses team performance, providing feedback and implementing improvements to enhance service quality
  • Cultivates strong relationships with both internal teams and external partners, including vendors and government agencies
  • Handles operational challenges and emergencies, making decisions that ensure customer and staff safety and satisfaction
  • Oversees scheduling to ensure adequate staffing levels and manages shift rotations, including weekends and holidays
  • Actively seeks and incorporates feedback from both customers and team members to drive continuous improvement in service delivery
  • Drives operational excellence by ensuring all processes are efficient and effective
  • Creates an environment that cares for frontline team members and celebrates team successes
  • Coaches and mentors frontline team members in skill development, customer service elevation, and company culture behaviors
  • Provides direction and appropriate support structure using effective resources to enable the team to deliver high performance
  • Assesses operational environment and conditions to ensure corporate and local scorecard metrics are fulfilled through collaboration across departments and levels
  • Ability to work extra hours when there are operational needs
  • Ability to work rotating shifts including weekends, holidays, and days off
  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.
  • Developed strategies for problem solving and conflict resolution among team members.
  • Conducted regular performance reviews to assess individual team member progress.

AIRLINE INSTRUCTOR

AMERICAN AIRLINES
Milan
06.2009 - Current
  • Customer Service
  • Dangerous Goods Train the Trainer
  • Deice Management
  • Cabin Appearance Instructor
  • Deployable Customer Assistance Relief Effort (CARE) Team
  • Ramp Ground Handling Instructor
  • Flight Operations and Load Planning
  • Baggage Service Office
  • Customer Service and Operation Manager
  • Complaints Resolution Officials
  • International Security Program Instructor
  • Immigration and Interview Process Trainer
  • Legal Data Release
  • Emergency Response Duty Manager
  • Ground Security Coordinator

INTERNATIONAL SECURITY COORDINATOR

AMERICAN AIRLINES
Milan
06.2009 - 05.2024
  • Oversee security of all flights and company facilities at Milan Malpensa Airport
  • Developed security programs and procedures with corporate departments
  • Recruited vendor staff following HR protocols and guidelines
  • Conducted training sessions and maintained training records
  • Planned duty shifts for agents and supervisors
  • Managed flight operations and team members during emergencies
  • Conducted administration and budget reviews, including invoicing
  • Coordinated compliance, ensuring adherence to company standards
  • Managed customer service both above and below the wing
  • Supported new station openings and temporary assignments in various international locations

AIRLINES SECURITY SUPERVISOR

ICTS
Milan
12.1999 - 05.2009
  • Supervised immigration for US, Canada, and UK flights
  • Consultant for regulatory and airline security for US flights
  • Planned duty shifts for over 100 employees
  • Supported new airport openings with supervisory duties
  • Participated in HR panels and interviews for new hires
  • Managed invoicing and budget as key account manager for US carriers

Education

ITC ENRICO TOSI
Busto Arsizio, VA
01.1997

Skills

  • Security Management & Leadership
  • Emergency Response & Problem solving
  • Training & Development
  • Compliance & Quality Assurance
  • Customer Service Operations & Mentoring
  • Budget Management & Shift Planning
  • Recruitment & Empathy
  • Employee Evaluation
  • Documentation And Reporting

Languages

English
Full Professional
French
Professional

Timeline

TEAM LEADER CUSTOMER SERVICES

AMERICAN AIRLINES
06.2024 - Current

AIRLINE INSTRUCTOR

AMERICAN AIRLINES
06.2009 - Current

INTERNATIONAL SECURITY COORDINATOR

AMERICAN AIRLINES
06.2009 - 05.2024

AIRLINES SECURITY SUPERVISOR

ICTS
12.1999 - 05.2009

ITC ENRICO TOSI

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EMANUELE CASTO