Melissa Castillo

Experience

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  Raging Waters

  Jun 1995 - Oct 1996

  Merchandise Assistant Supervisor
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  Los Angeles County Metropolitan Transportation Authority

  Oct 1996 - Apr 1999

  Customer Information Agent
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  Los Angeles County Metropolitan Transportation Authority

  Oct 1999 - Mar 2006

   Supervision department Customer Information Agents engaged in handling customer trip planning requests and inquiries.  Preparation of correspondence and reports for monitoring/measuring performance and evaluating compliance in meeting goals and objectives.  Conduct investigations, first level hearings including progressive disciplinary action in accordance with Memorandum of Understanding.  Prepare and coordinate training for staff. Achievements  High rapport and morale amongst reporting group resulted in good performance measured via statistical reporting, improved attendance and high ratings for call monitoring.  Full promotion was received after working in Acting capacity from April 2000 - Sept. 2001 Show less

  • Passenger Services Officer

    Apr 2000 - Mar 2006

  • Customer Service Agent

    Oct 1999 - Apr 2000
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  Omnitrans public transit

  Mar 2006 - now

   Oversight of operational and strategic functions within Omnitrans’ Customer Service department including Sales and frontline customer service. Responsible for responding to stakeholder comments and complaints verbally or via written correspondence  Preparation and distribution of reports that proactively identify customer feedback trends.  Efficiently promote Customer Service culture through customer service training, agency partnerships, networking and Customer Satisfaction team activities. Supervision and activity coordination of Agency call center functions and staff (Customer Service Reps.) engaged in handling customer comments, complaints and inquiries.  Oversight of contact management system, pass sales programs, paratransit eligibility appeal process and customer correspondence.  Employee training and development. Show less  Supervision and activity coordination of call center functions and staff (Information Clerks) engaged in handling customer comments, complaints and inquiries.  Oversight of contact management system (Trapeze COM), paratransit eligibility appeal process and customer correspondence.  Preparation and distribution of reports that proactively identify trends within customer feedback.  Chair duties related to Omnitrans Customer Satisfaction Team.  Customer service training. Achievements  Contributed to high ratings for employee morale as determined by yearly employee satisfaction surveys.  Streamlined application process for paratransit certification reducing processing time from 21 days to an average of 12 days.  Strong partnerships developed within agency led to improved oversight and completions of customer complaint investigations.  High rates of employee participation in focus groups, job sharing, training and developmental opportunities.  Successful coordination of interdepartmental employee job sharing. Successful mentoring of five Job Corps. Interns (June 2011 through November 2012) Show less

  • Customer Service Manager

    Jun 2014 - now

  • Customer Service Supervisor

    Mar 2006 - Jul 2014