Rowan S.

de Castro
791 Meadowlark Ct. Longwood Fl, 32750 * Tel:Cell: (407) 310-1221 * rd7fe678@west
post.net
A highly talented and accomplished customer Service Management professional, wit
h extensive skills and experience in Safety, Transportation Management, Administ
ration, and Operation Management
Summary of Qualifications
* More than 10 years of customer service management experience.
* Proven ability to lead and direct service, maintenance, and administrative per
sonnel.
* Highly knowledgeable in safety and environmental management and training.
* Strong skills in organization, scheduling, financial supervision, and human re
sources.
* Able to multi-task in fast-paced environments with constantly changing deadlin
es.
* Outstanding communication and motivational skills.
Professional Background and Achievements
Operations Management
* Managed team of 12 to 16 agents in call center retention environment. Coached
to key metrics to ensure compliance with company and departmental goals.
* Monitored maintenance and service activities, such as loading of supplies and
cargo, fueling, and cleaning.
* Supervised daily and overall performance of over 160 employees. Interviewed,
hired, and trained personnel.
* Managed payroll functions, and investigated and resolved employee payroll and
workplace issues.
* Ensured all performance and attendance standards met, conducted counseling and
coaching as necessary.
* Conducted general accounting and operation audits on daily and weekly basis.
Prepared weekly financial reports. Inspected cargo and freight services payment
s, as well as departmental operation activities.
* Maintained all schedules and assignments within corporate, state, and federal
guidelines.
Customer Service
* Assisted customers, answered questions, and resolved issues involving transpor
tation details, schedule changes, emergencies, and general information.
* Monitored employee activities in areas of passenger service, reservations, and
other areas to ensure highest levels of customer satisfaction maintained at all
times.
* Carried out audits of maintenance, airplane cleanliness and readiness, termina
l cleanliness, and overall operations as part of total commitment to customer se
rvice.
Health and Safety
* Acted as Safety and Environmental Compliance Officer.
* Maintained compliance with all local, state, and federal health and safety reg
ulations.
* Directed hazardous materials handling and safety training program. Monitored
all hazardous and non-hazardous materials and chemicals to ensure proper handlin
g and storage.
* Conducted environmental and safety audits on regular basis.
* Reviewed and investigated all injury and accident reports. Worked in conjunct
ion with regional injury coordinator, providing information and detailed reports
of all incidents.
*
Employment History
Customer Service Supervisor, Sprint PCS, Maitland Fl. (June 2006-Sep 2009)
Program Manager, Island Meetings & Incentives, St. Thomas, (November 2004-May 20
06)
Customer Service Rep, Convergys, Lake Mary Fl, (Sep 2003-May 2004)
Duty Manager, Airtran Airways; Baltimore, Md (Aug. 2002-Feb. 2003)
Customer Service Administration Manager, American Airlines, Orlando, FL (1996 -
Sept. 2001)
Customer Service Manager, American Airlines, Los Angeles, CA (1995 - 1996)
Supervisor of Services, AMR Services (subsidiary of American Airlines), St. Thom
as, Virgin Islands (1991 - 1995)
Promotions Director, WORL, Orlando, FL (1987 - 1990)
Education and Training
Course work in Communications, Valencia Community College
Environmental Coordinator Training (five years)
FCC 3rd Class Radio License
Computer Skills
Windows 95/98, Word, Excel, Access, Lotus, IMS
Keywords: Customer service manager, administration manager, customer service tr
ansportation management, senior service manager, customer service director, supe
rvisor of customer services, client services manager
References available upon request