William Castro
Ridgewood,NY
Summary
Personable and dedicated with extensive experience in customer service orientation. A self starter who is eager to learn new technologies. Self taught with the primary end goal to develop software as a Full Stack Engineer. With numerous years in customer support relations within different industries. Solid team player with upbeat, positive attitude, enthusiastic to learn and grow and a proven track record in skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships.
Overview
28
28
years of professional experience
Work History
Communications Dispatcher
Airway Cleaners
Jamaica, NY
06.2023 - Current
- Maintained a log of all incoming and outgoing calls, including type of call and response time.
- Analyzed trends within the department to identify potential areas of improvement.
- Developed strategies for improving efficiency in dispatching operations.
- Provided support services such as researching address information and locating individuals or vehicles via GPS systems.
- Coordinated with field personnel during high volume periods ensuring that adequate staffing levels are maintained.
- Prepared written reports documenting significant events or activities occurring during shift hours.
- Updated records of driver locations, delays, and cancellations.
- Resolved customer complaints related to service issues or delays.
- Ensured prompt response times to customer requests.
- Managed communication between staff members on the building site.
- Tracked progress of work orders from start to completion.
Junior Software Engineer
Freelancer
New York, NY
01.2023 - Current
- Utilized version control systems such as Git to manage source code changes.
- Harnessed version control tools on projects developed and individual code submissions.
- Developed RESTful APIs for Web applications using Django platform & Go Standard Library Using Gorilla Mux.
- Strong ability to write clear documentation on relevant projects and create simple but understandable syntax in projects which is easy to read and debug.
- Exceptional strong communication skills and team player
- Developed and implemented web-based applications using HTML, CSS, JavaScript or TypeScript.
Concierge Team Leader
Glenwood MGMT
New York, NY
01.2015 - 11.2021
- Scheduled deliveries of flowers, gifts, and balloons and made guest reservations for spa services and dining
- Updated front desk's concierge book to maintain most relevant visitor information
- Rectified volatile situations quickly through active listening and effective communication
- Oversaw and coordinated outgoing and incoming courier deliveries
- Memorized building residents to welcome and noted unfamiliar individuals
- Managed transportation arrangements to and from airport, train station, and local events for visitors
- Facilitated research of local venues, restaurants, and visitor spots per guest requests
- Arranged childcare services for guests
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
- Prioritized and organized tasks to efficiently accomplish service goals
- Juggled multiple projects and tasks to ensure high quality and timely delivery
- Demonstrated self-reliance by meeting and exceeding workflow needs.
Customer Service Representative Team Lead
B.N. P. Paribas
New York, NY
01.2009 - 01.2015
- Attended job training to sharpen skills and keep informed of new products
- Supported associates career development by discussing potential for growth within company
- Partnered with fellow team members on new customer service program to promote seamless transitions
- Handled escalated queries and complaints from customers and staff, sharing positive outcomes as training tools
- Trained new employees on company customer service policies and service level standards
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge
- Met and exceeded performance goals to support long-term company growth and market dominance
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs
- Implemented company processes to effectively resolve customer service issues
- Responded to customer concerns and implemented changes to accounts to resolve issues
- Volunteered to handle complaints and issues for manager during busy time periods
- Resolved complex customer issues by identifying source of customer's issue providing resolution
- Led training of new and existing staff, assessing skill levels to develop individual training, addressing strengths and weaknesses.
Records Clerk Specialist
Anderson Kill & Olick
New York, NY
05.1996 - 01.2008
- Delivered high-quality customer service through deep commitment to knowledge and performance
- Observed deadlines, enabling timely completion of tasks
- Maintained files and retrieved information from computer and manual filing systems
- Entered data and prepared documents, spreadsheets, reports and other materials
- Updated indexes and file data for legal and official documents
- Researched, gathered and provided records information in response to requests submitted by phone and fax
- Aided with courts-martial records life cycle management process by organizing, updating, storing and archiving records
- Created or updated records with new files or information
- Strictly adhered to confidentiality dictations to safeguard information
- Maintained office machines and supplies and coordinated servicing of malfunctioning equipment
- Completed receiving documents for incoming shipments.
Education
Associate of Science - Engineering (Pre-Engineering
La Guardia Community College
Queens, NY12.2011
Skills
- Django
- Linux Environments
- HTML5
- CSS3
- Boot Strap
- Python
- Go & Standard Library
- JS, ES6 Standards
- Soft Skills
- Experience With Version Control
Timeline
Communications Dispatcher
Airway Cleaners
06.2023 - Current
Junior Software Engineer
Freelancer
01.2023 - Current
Concierge Team Leader
Glenwood MGMT
01.2015 - 11.2021
Customer Service Representative Team Lead
B.N. P. Paribas
01.2009 - 01.2015
Records Clerk Specialist
Anderson Kill & Olick
05.1996 - 01.2008
Associate of Science - Engineering (Pre-Engineering
La Guardia Community College
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