Claudia Castro
Newport Beach
Summary
Customer-focused professional with 5+ years’ experience delivering exceptional service in eCommerce, retail, and inside sales. Skilled in managing high-volume customer inquiries, resolving issues quickly, and fostering loyalty. Adept with CRM and order management systems, including Shopify+, NetSuite, Zendesk, and Gorgias. Bilingual in English and Spanish with proven ability to communicate effectively and maintain brand standards.
Overview
9
9
years of professional experience
Work History
Stylist
Buck Mason
Newport Beach
09.2024 - Current
- Provide personalized styling and product recommendations to enhance customer satisfaction and drive repeat business.
- Maintain brand standards through visual merchandising and store presentation.
- Build long-term customer relationships, fostering loyalty and referrals.
Customer Experience Agent
BYLT Premium Basics
Irvine
01.2022 - 03.2025
- Manage customer inquiries across phone, email, and live chat, ensuring swift resolution and a positive experience.
- Process orders and wholesale transactions using Shopify+, Gorgias, and NetSuite.
- Collaborate with sales, operations, and marketing teams to improve fulfillment efficiency and reduce errors.
- Proactively identify trends in customer feedback and recommend process improvements.
E-Commerce Customer Experience Analyst
Volcom Headquarters
Costa Mesa
04.2022 - 01.2023
- Handled escalated customer cases involving order discrepancies, returns, and mis-shipments.
- Recommended products based on customer needs, increasing upsell opportunities.
- Utilized Shopify, Zendesk, Full Circle, and Channel Advisor to manage end-to-end order flow.
- Partnered with wholesale accounts to ensure accurate product data and timely shipments.
Loan Officer Assistant /Loan Processor
E Mortgage Capital
Costa Mesa
08.2021 - 09.2022
- Guided clients through documentation requirements, ensuring accuracy and compliance.
- Resolved discrepancies in credit and income documentation, improving approval turnaround times.
- Supported loan officers in originating $10M+ in loans, delivering high-touch client service.
Inside Sales Representative
Signature Sales Inc.
Corona
08.2016 - 07.2021
- Developed strong client relationships through consistent communication and follow-up.
- Trained new staff on customer service best practices, improving client satisfaction.
- Coordinated with wholesaler companies and logistics teams to meet delivery timelines and quality expectations.
Education
Santiago Canyon College
Orange, CASkills
- CRM & Order Management: Shopify, NetSuite, Zendesk, Gorgias, Full Circle
- Customer Experience: Service Recovery, Escalation Handling, Customer Retention, Upselling
- Operations: Order Processing, Inventory Management, Cross-Functional Collaboration
- Languages: Fluent in English & Spanish
Timeline
Stylist
Buck Mason
09.2024 - Current
E-Commerce Customer Experience Analyst
Volcom Headquarters
04.2022 - 01.2023
Customer Experience Agent
BYLT Premium Basics
01.2022 - 03.2025
Loan Officer Assistant /Loan Processor
E Mortgage Capital
08.2021 - 09.2022
Inside Sales Representative
Signature Sales Inc.
08.2016 - 07.2021
Santiago Canyon College