Summary
Education
Overview
Work History
Skills
Languages
Timeline
Generic

Manuel Castillo

Miramar,FL

Summary

Knowledgeable, with solid foundation in customer service. Proven ability to resolve issues efficiently and maintain high customer satisfaction rates. Demonstrated expertise in communication and problem-solving.

Education

A.S. degree - Criminal Justice

LaGuardia Community College
Long Island City, NY
06.2014

Overview

16
16
years of professional experience

Work History

Customer Service Agent / Operations Agent

Delta
05.2024 - Current
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
  • Assisted in training new hires, sharing best practices for effective customer service delivery.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Maintained up-to-date knowledge of product and service changes.
  • Trained new personnel regarding company operations, policies and services.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Cross-trained and provided backup support for organizational leadership.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.

Customer Service Agent

Southwest Airlines
02.2017 - 09.2022
  • Help passengers with the check in process, board the aircraft, and help with retrieving baggage.
  • Handle any form of payment.
  • Resolve any issues that may arise through out a passengers travel experience.
  • Deal with any problems or complaints that stem from possible oversale, lost luggage, delayed or possible cancelled flights due to weather or any mechanical issue.
  • Help customers purchase flights, making reservations.
  • Based in Fort Lauderdale, verifying documents, delt with many international and domestic flights, including boarding.

Service Porter

Hyundai Of Long Island City
09.2015 - 02.2016
  • Help customers coming in for service on their cars.
  • Write down information pertinent to the car, and hand it to the service advisors.
  • Drive the customers car to the mechanics shop.
  • Fix any issues that the service manager thought was in my ability.
  • Drive the new cars from one lot to the showroom floor.
  • Drive older cars back to another lot.
  • Lock up all the service cars that were staying over night and put the keys away.

Driver / Stock / Sales Associate

Jaysons Pharmacy
10.2014 - 01.2015
  • Take medications to clients all across the five boroughs of New York City.
  • Deliver money to banks from the pharmacy.
  • Help clients with any needs in store such as prescribed medications and over the counter drugs.
  • Set up walkers, wheel chairs and other equipment for the store and customers buying it.
  • Restock the shelves.
  • Do inventory.

General Manager

Villa Tapia Grocery
11.2012 - 05.2014
  • Train and supervise 4 staff members.
  • Plan and develop organization policies and goals.
  • Conduct inventory every other night.
  • Employed 126 hours a week while pursuing college degree.

Sales Agent

21st Century
06.2009 - 09.2011
  • Developed list of prospective clients.
  • Reviewed orders for ideas to expand services to current clients.
  • Called prospective clients to offer services and offer quotas.

Skills

  • Great leadership skills
  • Great communication skills
  • Quick thinker
  • 47 wpm
  • Bilingual: English/Spanish
  • Altea proficient
  • Customer service
  • Data entry
  • Problem resolution
  • Outstanding communication skills
  • Empathetic and genuine
  • Active listening
  • Customer complaint resolution
  • Customer relations
  • Conflict resolution
  • Microsoft office suite proficiency
  • Relationship building
  • De-escalation techniques
  • Customer focus
  • Reliability and punctuality
  • Multitasking and organization
  • Time management
  • Decision-making
  • Verbal and written communication

Languages

Spanish
Native or Bilingual

Timeline

Customer Service Agent / Operations Agent

Delta
05.2024 - Current

Customer Service Agent

Southwest Airlines
02.2017 - 09.2022

Service Porter

Hyundai Of Long Island City
09.2015 - 02.2016

Driver / Stock / Sales Associate

Jaysons Pharmacy
10.2014 - 01.2015

General Manager

Villa Tapia Grocery
11.2012 - 05.2014

Sales Agent

21st Century
06.2009 - 09.2011

A.S. degree - Criminal Justice

LaGuardia Community College

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Manuel Castillo