Joshua Castro
Los Angeles
Summary
Professional, friendly, and empathetic with a strong background in customer interactions, client relations, distribution, and service solutions. Highly skilled in conflict resolution, communication, problem-solving, relationship building, and ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs and consistently focused on achieving results through efficient and professional service. Known for reliability and proactive approach to meeting customer and organizational goals and deadlines.
Overview
7
7
years of professional experience
Work History
Customer Service Representative/Front Desk Receptionist
AbelCine
07.2024 - 12.2024
- Managing high-stress situations effectively, while maintaining professionalism under pressure resolving disputes or conflicts
- Maintaining and answering routine online client inquiries with patience and step-by-step processes
- Working with vendors to aid in resolution of client issues and setting up prompt deliveries of new products for client's satisfaction
- Specializing in de-escalation and ensuring a smooth and calm interaction with customers/clients
- Managing customer service accounts for large multi-million dollar companies and high-end personal client accounts
- Maintaining customer account data and assisting in completion and maintenance of account records
- Developed strong product knowledge to provide better informed recommendations based on individual client needs
- Ensuring that outgoing returned/purchased products and merchandise are up to standard for professional presentations
- Participating in manager/product/logistic meetings to stay up to date with new industry practices and routines
- Working closely with different warehouse branches (Burbank, Brooklyn, Chicago) distribution centers to ensure prompt release and delivery of product to clients
- Specializing in the use of CRM Software (Salesforce, Netsuite) to keep track of client data and information
- Maintaining records of customer interactions and transactions for accurate documentation and any necessary follow-ups
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
- Developed relationships with customers and specialized clients (e.g. Netflix, Disney) through active listening skills, leading to positive feedback from clients
- Implemented/maintaining rewards program (AbelCare Silver, Gold, Platinum) that encouraged repeat business and strengthened customer relationships
- Helping educate customers and clients about specific billing, payment processing and support policies and procedures
- Working closely under the advisement of senior management to ensure prompt communications with clients
- Collected bank wire, as well as credit card payments, processed transactions and updated relevant records
Warehouse Associate
AbelCine
10.2021 - 11.2024
- Prepared orders for shipment by picking, safely packing, and labeling high end merchandise (e.g. Alexa 35 Cameras, Fujinon Duvo Lenses, Sony BURANO and Venice 2's)
- Managing order logistics from different warehouse branches to different distributors, retailers, and clients
- Completing necessary documentation and commercial invoices/EEI's for international shipments
- Ensuring a good use of time management and that deadlines are met promptly
- Handling will-call merchandise pickups and assisting clients with any and all questions or concerns (e.g. Disney Burbank, Netflix, NFL Films)
- Collaborating with differing departments (e.g. Rentals, Service, Tech, Sales) to ensure completion of projects in a prompt timeline
- Receiving shipments for inventory intake from FedEx/UPS/DHL or other carriers
- Performed inventory control, such as cycle counts and stocking new merchandise
- Manually or mechanically loaded and unloaded materials from pallets, lift gate trucks, or other transport vehicles
- Operated various types of equipment such as forklifts and pallet jacks to move equipment and merchandise safely through the facility
- Assisted in training new hires in sharing best and most efficient practices, and providing support for their smooth integration into the team
- Specializing in assembling and safely securing pallets and crates for professional and prompt transportation of merchandise
- Managed warehouse operations (e.g. Logistics, Inventory Counts, Deadlines, Distributor Communications) and verified proper shipment procedures under advisement and training of senior management
- Consistently lifted materials weighing as much as 80-100 pounds
Warehouse Associate
MLTD, Inc.
10.2017 - 11.2021
- Picking and packaging online orders from domestic and international clients
- Performed inventory control, regular cycle counts and inventory clean up
- Ensuring a clean and safe environment for fast paced, high energy work
- Specialized in palletizing retail clothing items (e.g. Shoes, Shirts, Pants, Jackets)
- Assisting with loading and unloading deliveries from carriers (DHL/FedEx/UPS/OnTrac)
- Organizing and managing items into correct locations and descriptions
- Consistently lifted materials weighing as much as 40-70 pounds
- Handling international orders and shipments, filling out necessary documents as required (e.g. Commercial Invoices, EEI)
- Operated forklifts and pallet jacks to ensure safe and secure movement of larger shipments/pallets and orders
Education
Associate of Arts - History
Houston Community College
Houston, TX05-2016
High School -
Bishop Alemany High School
Mission Hills, CA05.2014
Skills
- Accountability
- Active Listening
- Attention to detail
- Client Relations
- Creative Collaboration
- Customer service
- Efficiency
- Leadership
- Lifting and Sorting
- Organization
- Time Management
- Packaging/Shipping
- Problem Resolution/De-escalation
- Relationship Building
- Retail/CRM Software
- Positive Attitude
- Verbal/Written Communication
Timeline
Customer Service Representative/Front Desk Receptionist
AbelCine
07.2024 - 12.2024
Warehouse Associate
AbelCine
10.2021 - 11.2024
Warehouse Associate
MLTD, Inc.
10.2017 - 11.2021
Associate of Arts - History
Houston Community College
High School -
Bishop Alemany High School
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