Kyler Castle
Seattle,WA
Summary
Hardworking and knowledgeable in customer service well-versed in using scripts and personal expertise to address diverse customer concerns. Self-motivated and independent in sourcing and implementing solutions. Good conflict mediation and multitasking abilities. Willing and able to work in a team setting, and enjoy working with co-workers.
Overview
7
7
years of professional experience
Work History
Manager of Customer Operations
Horizon Air
Seattle, WA
05.2024 - Current
- Coordinated cross-departmental initiatives to resolve customer issues efficiently.
- Worked alongside flight operations to make judgment calls that would be the most beneficial for customers.
- Line of communication among all work groups for issues and decisions involving customers.
- Implemented process improvements to streamline operations and reduce delays.
- Used timeline metrics to track progress and productivity among Stations, Inflight, IT, and Flight Control.
Customer Service Supervisor
Horizon Air
SeaTac, WA
10.2021 - Current
- Oversaw the operation of both below and above aspects of the Horizon operation.
- Often fill in as QX Manager On Duty (MOD) for sometimes months at a time.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Oversaw the ramp dispatch team by hiring and training candidates for the position.
- Assisted agents with resolving complex customer issues and implementing targeted solutions.
- Assisted in many admin duties, including attendance and issuing letters.
Customer Service Team Captain
Horizon Airlines
Bellingham, WA
11.2019 - 10.2021
- Resolved common and complex issues by determining need of customer and immediately offering favorable solutions.
- Customer Service Agents are tasked with giving bad news when it comes to flight delays, but are also tasked with offering solutions, and making sure passengers arrive at their destination.
- Also worked as a Coach/Trainer for new personnel and positions within the station.
- As a Team Captain I was tasked with overseeing the whole operation, which in Bellingham Includes Ticket Counter, Gate, Ramp, and the Cargo Office.
Ground Service Agent
Horizon Airlines
Seattle , WA
02.2019 - 11.2019
- Helped customers with special needs to board and disembark from aircraft.
- Maintained operations compliance with FAA, TSA and airport regulations.
- Adhered to airline cargo policies, monitored operations and reported discrepancies to management for review.
- Maintained safe takeoffs, landings and aircraft operations by directing accurate cargo loading, including placement in relation to aircraft capacity.
Education
Associate of Arts - Degree of Arts And Sciences
Whatcom Community College
Bellingham, WASkills
- Customer Service
- Customer Engagement
- Troubleshooting
- Problem Resolution
Timeline
Manager of Customer Operations
Horizon Air
05.2024 - Current
Customer Service Supervisor
Horizon Air
10.2021 - Current
Customer Service Team Captain
Horizon Airlines
11.2019 - 10.2021
Ground Service Agent
Horizon Airlines
02.2019 - 11.2019
Associate of Arts - Degree of Arts And Sciences
Whatcom Community College