JULIA CASTRO
Phoenix,USA
Summary
Dynamic Account Manager with extensive experience in the airline industry, specializing in operational management, compliance, and customer service. Over five years of proven leadership in managing teams and improving operational efficiency, contributing to increased sales and compliance. Successfully coordinated airline station activities, ensuring adherence to TSA and FAA regulations. Adept at training personnel and fostering partnerships, poised to bring a wealth of knowledge and a commitment to excellence to an Assistant Project Manager role in a work-from-home environment.
Dedicated Account Manager promoting dynamic client management, issue resolution and relationship-building skills. Bilingual and effective at maximizing repeat business opportunities. Proven history of increasing revenue while bringing in new clients.
Overview
7
7
years of professional experience
2019
2019
years of post-secondary education
Work History
Account Manager
Alliance Ground International
Phoenix, USA
03.2024 - Current
- Serve as the Account Manager for WestJet Airlines, cultivating strategic partnerships to enhance service delivery.
- Act as Senior Supervisor for Sun Country Airlines, directing operational teams to meet performance standards.
- Train new hires on airline policies and procedures, ensuring comprehensive onboarding and compliance.
- Conduct audits and observations of ticketing counters and gates to uphold operational excellence.
- Develop and nurture relationships with various airline partnerships to drive service alignment.
- Increase sales at seasonal stations through targeted strategies and relationship management.
- Prepare and analyze P&L reports, budgeting, and financial monitoring to guide operational decisions.
- Ensure station compliance across all regulatory and operational areas to maintain safety standards.
- Enforce safety and security protocols throughout the airport, including common areas, SIDA, and sterile zones.
- Manage a team of 30-60 agents, crew chiefs, and supervisors, facilitating effective scheduling, labor coordination, and payroll management.
- Investigate and report on accidents, injuries, incidents, regulatory concerns, and damages to mitigate risks.
- Oversee interview, hiring, training, and assignment processes for personnel, optimizing team deployment.
- Conduct and review station audits for airline, TSA, and FAA compliance, ensuring high operational standards.
- Administer and continually enhance the Flight Data Monitoring (FDM) system to improve safety oversight.
- Lead financial planning efforts for the Aviation Safety team, including ticket counter and customer service operations.
- Champion the recruitment, training, and professional development of a world-class aviation customer service team.
- Engage in industry groups to identify best practices in flight safety, customer service management, and airworthiness.
- Monitor and disseminate information on industry flight safety events and customer service initiatives relevant to operations.
Customer Service Supervisor
Airport Terminal Services
Phoenix, USA
11.2018 - Current
- Supervise customer service operations for multiple airlines, ensuring adherence to standards and service quality.
- Train new hires on airline policy and procedures as a Line Trainer, fostering a compliant workforce.
- Serve as Ground Services Coordinator (GSC) for Sun Country and Allegiant, overseeing daily operations.
- Oversee daily operations of multiple commercial airlines, providing check-in assistance and support for baggage services.
- Coordinate dispatching of flights, collaborating closely with ramp and bag room teams to ensure adherence to departure and arrival protocols.
- Enroll new hires in company and airline systems, guaranteeing compliance with policies and systems understanding.
- Manage employee scheduling for all airlines, accurately entering schedules in Workday.
- Apply extensive knowledge of Sabre and Go Now operating systems to enhance operational efficiency.
- Directly supervise customer service, ramp staff, catering, and fueling operations to ensure seamless service delivery.
- Stay updated with TSA and FAA guidelines and procedures, implementing necessary changes to operations.
- Lead airline station activities at Phoenix Sky Harbor, ensuring efficient operations and compliance.
- Analyze station activity reports to identify data requirements for enhanced operational planning.
- Coordinate activities including passenger reservations, ticketing, commissary services, ramp services, and aircraft dispatching, aligning with company and government regulations.
- Direct the preparation of lists for passengers or cargo, evaluating staff to conceptualize and enhance training programs.
Customer Service Agent
Southern Airways Express
Phoenix, USA
06.2022 - 08.2023
- Administer check-in assistance for all guests, including handling baggage and ticketing duties.
- Facilitate gate operations and escort guests to the tarmac to ensure timely departures.
Education
McClintock High School
Tempe, AzSkills
- Bilingual
- Sabre
- Go Now
- Word
- Excel
- Workday Payroll System
Timeline
Account Manager
Alliance Ground International
03.2024 - Current
Customer Service Agent
Southern Airways Express
06.2022 - 08.2023
Customer Service Supervisor
Airport Terminal Services
11.2018 - Current
McClintock High School