Kelly A. Castro Rodriguez
Hartford,CT
Summary
Dynamic customer service professional with extensive expertise in airline operations, team leadership, and passenger assistance. Proven ability to deliver exceptional service under pressure while ensuring compliance with FAA regulations and company standards. Recognized for a proactive approach to problem-solving and a commitment to fostering collaborative team environments that drive organizational success. Equipped with strong communication skills and a detail-oriented mindset, prepared to tackle new challenges and optimize processes for enhanced efficiency and customer satisfaction.
Overview
11
11
years of professional experience
Work History
Customer Service Agent (CSA) / Agent in Charge (AIC)
Delta Air Lines, Inc
10.2021 - Current
- Promoted to Agent in Charge (AIC) in November 2024, overseeing station operations and supporting team members to ensure compliance and exceptional service.
- Coordinate daily operations across Ticket Counter, Baggage Service, and Gates during IROPS, delays, and peak travel periods.
- Serve as the primary point of contact for agents, providing guidance on escalated customer or operational issues.
- Maintain safety standards and ensure adherence to Delta and FAA regulations.
- Deliver exceptional customer service by resolving inquiries and complaints efficiently.
- Proficient with DLTerm and SNAPP systems.
Supervisor / Wheelchair Agent
GAT Airline Ground Support
09.2019 - 10.2021
- Trained and supervised new hires in escort and safety procedures for passengers requiring assistance.
- Coordinated flight arrivals and departures for passengers needing extra support.
- Managed staffing to ensure coverage for all flights.
- Maintained high customer satisfaction by providing a welcoming and professional experience.
Lead Wheelchair Agent / Skycap
Airway LLC
06.2016 - 09.2019
- Managed flight schedules and passenger lists for efficient wheelchair assistance.
- Assisted customers and coordinated with TSA for baggage screening.
- Communicated with gate agents to facilitate smooth boarding and deplaning.
- Provided leadership and training for new team members.
- Delivered high-quality customer service tailored to individual passenger needs.
Floor/Stock Associate
Pretty Woman
09.2014 - 01.2015
- Stocked shelves, organized merchandise, and maintained a clean checkout area.
- Processed payments, refunds, and resolved customer complaints.
- Provided accurate information regarding products and store policies.
Education
High School Diploma -
High School Inc
Hartford, CT06.2013
Skills
- Customer Service & Satisfaction
- Complaint Resolution & De-Escalation
- Team Leadership
- Adaptability & Strong Work Ethic
- Communication & Interpersonal Skills
- FAA & Airline Compliance Knowledge
- Organizational & Multitasking Skills
LANGUAGES
English: Professional Proficiency
Spanish: Professional Proficiency
Sign Language: Limited (Learning)
Timeline
Customer Service Agent (CSA) / Agent in Charge (AIC)
Delta Air Lines, Inc
10.2021 - Current
Supervisor / Wheelchair Agent
GAT Airline Ground Support
09.2019 - 10.2021
Lead Wheelchair Agent / Skycap
Airway LLC
06.2016 - 09.2019
Floor/Stock Associate
Pretty Woman
09.2014 - 01.2015
High School Diploma -
High School Inc