Patrick Castro
Stafford,VA
Summary
Dynamic professional with extensive experience in customer service, eCommerce, and security, adept at delivering exceptional service while ensuring robust protection of digital assets. Proven track record in managing customer interactions with empathy and efficiency, optimizing online sales processes, and implementing security measures to safeguard sensitive information. Skilled in leveraging CRM and eCommerce platforms to enhance customer satisfaction and streamline operations. Strong communicator with a detail-oriented approach to problem-solving and a commitment to maintaining high standards of service and security.
Overview
4
4
years of professional experience
Work History
Merchandise Processor/Retail Customer Service
Goodwill of Greater Washington
- Provided exceptional service to customers on the sales floor, addressing inquiries, assisting with product selection, and ensuring a positive shopping experience
- Operated cash registers, processed transactions accurately, and handled various forms of payment while maintaining a high level of customer satisfaction
- Utilized in-depth knowledge of products and store policies to assist customers effectively, including providing information on donations and store programs
- Received, sorted, and processed donated items, ensuring that they met store quality standards and were properly tagged and priced for sale.
Transportation Security Officer
TSA
- Conducted thorough screening of passengers and their carry-on items using advanced imaging technology and metal detectors to ensure compliance with security protocols
- Performed detailed inspection of checked luggage and carry-on bags, including the use of X-ray machines and manual searches, to detect prohibited items and ensure passenger safety
- Monitored security checkpoints to identify and address suspicious behavior or items, maintaining vigilance and adherence to TSA security procedures
- Documented and reported security incidents, anomalies, and breaches, collaborating with law enforcement and other agencies as needed to address potential threats
- Worked as part of a team to ensure a consistent and effective security operation, participating in briefings and contributing to collective security efforts.
Customer Service Representative/E-commerce Specialist
Goodwill of Greater Washington
10.2020 - Current
- Provided high-quality support to customers via email, phone, and chat, addressing inquiries, resolving complaints, and managing order-related issues
- Collaborated with cross-functional teams to resolve complex issues and improve customer experience
- Maintains inventory according to established rotation schedules for replenishment needs, photograph and evaluate merchandise to create proper descriptions and listing items for sale
- Worked closely with logistics, marketing, and IT teams to address and resolve customer issues, ensuring a cohesive approach to service and support
- Adhered to company policies and industry standards for data protection and customer service, maintaining compliance and safeguarding sensitive information.
- Authentication of high end Products such as Prada , Louis Vuitton, Gucci, Chanel Burberry, Coach, Bottega Venetta, Kate Spade, Tiffany & Co, also other big name brands.
- I use the authenticate first to verify items whether they are real or fake and I also use Entrupy for Coach.
- Being able to look at items for tags, serial numbers, embedded chips to be scan for authenticity. Holograms, logos branding placement of fonts and details to each brand.
- I also worked with jewelry as well pandora, James Avery, Tiffany, Company, David Yurman.
Education
AS in Liberal Arts -
Northern VA Community College
BS in Information Technology -
George Mason University
01.2026
Skills
- Typing & Data Entry
- Decision Making & Critical Thinking
- Strong Organizational Skills
- Effective Communication Skills & Exceptional Customer Service
- Bilingual: English & Spanish
- Strategic thinking
- Authenticate First
- Entrupy
- Analytical
- Upright
Timeline
Customer Service Representative/E-commerce Specialist
Goodwill of Greater Washington
10.2020 - Current
Merchandise Processor/Retail Customer Service
Goodwill of Greater Washington
Transportation Security Officer
TSA
AS in Liberal Arts -
Northern VA Community College
BS in Information Technology -
George Mason University
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