Thiago Leonardo Silva Castro
Boston,MA
Summary
Dedicated and adaptable Customer Service and Operations Professional with over 4 years of experience in airline and hospitality industries. Fluent in English, Portuguese & Spanish. Proven ability to perform under pressure, flexible with schedule to be present on company’s operational needs, enhance communication skills, and manage multiple responsibilities efficiently. Committed to continuous learning and delivering exceptional service in dynamic environments.
Overview
2027
2027
years of professional experience
Work History
Ramp Agent
Delta Air Lines, Inc
Boston, MA
2025 - Current
- Operated ground support equipment to assist with aircraft arrivals and departures.
- Coordinated baggage handling processes, ensuring timely loading and unloading of luggage.
- Conducted safety checks on equipment and work areas, maintaining compliance with regulations.
- Collaborated with team members to streamline operations, enhancing overall efficiency of ramp activities.
- Consistently maintained professional appearance and demeanor in accordance with company policies and standards.
Turn Around Coordinator (TRC)
Swissport (Scandinavian Airlines)
Boston, MA
03.2024 - 2025
- Coordinate aircraft turnaround operations ensuring timely and efficient service delivery.
- Manage and oversee aircraft turnaround processes to meet strict schedules.
- Coordinate with ground staff and airline personnel to ensure safety and efficiency.
- Utilize SABRE and Amadeus systems.
- Implement safety protocols and quality standards during operations.
Lead Passenger Service Agent
Swissport
Boston, MA
2023 - 2025
- Led a team of passenger service agents, optimizing check-in and boarding processes.
- Resolved passenger issues promptly, maintaining high satisfaction levels.
- Trained new staff on airline procedures and system usage.
- Ensured compliance with airline and airport regulations.
- Coordinated team schedules and workflows, ensuring optimal coverage during peak travel periods.
- Supervised daily operations of passenger check-in processes to enhance efficiency and customer satisfaction.
- Resolved escalated passenger issues promptly, maintaining high service standards and positive experiences.
- Maintained high levels of professionalism while addressing passenger concerns, resulting in positive feedback from clientele.
- Passed various TSA safety tests, by challenging personnel without a badge, or by attempting to board an aircraft without a proper documentation into the aircraft.
Passenger Service Agent
Swissport
Boston, MA
01.2022 - 2025
- Provided passenger assistance and managed check-in and boarding operations.
- Assisted passengers with check-in, baggage handling, and boarding.
- Handled diverse customer inquiries and resolved issues efficiently.
- Operated SABRE and Amadeus systems for flight management.
- Maintained professionalism and calmness under pressure.
Customer Service Associate
Dunkin Donuts
Boston, MA
01.2021 - 01.2022
- Delivered excellent customer service in a fast-paced environment.
- Processed customer orders accurately and efficiently.
- Maintained cleanliness and organization of the store.
- Handled cash register and managed transactions.
- Provided friendly and attentive service to all customers.
Education
High School Diploma -
Everett High School
Everett, MA01.2022
Skills
- Technical Skills
- SABRE System
- Amadeus System
- Customer Service
- Airport Operations
- Team Leadership
- Time Management
- Problem Resolution
- Safety Compliance
- Multilingual Communication
Additional Information
Fluent in English, Portuguese, and Spanish.
Strong work ethic with a focus on punctuality and professionalism.
Eager to learn and adapt to new challenges in the aviation and customer service industries.
Accomplishments
- Led LATAM Airlines operations as a team lead, improving service efficiency and team coordination.
Timeline
Turn Around Coordinator (TRC)
Swissport (Scandinavian Airlines)
03.2024 - 2025
Passenger Service Agent
Swissport
01.2022 - 2025
Customer Service Associate
Dunkin Donuts
01.2021 - 01.2022
Ramp Agent
Delta Air Lines, Inc
2025 - Current
Lead Passenger Service Agent
Swissport
2023 - 2025
High School Diploma -
Everett High School