PAULA CASTORENA
Wildomar
Summary
REMOTE CLIENT SUPPORT OPERATIONS & ADMINISTRATIVE SPECIALIST Experienced in remote client support and operations with strong skills in high-volume call handling, order processing, and CRM systems. Proven track record of problem-solving, conflict resolution, and maintaining confidentiality in fast-paced environments. Seeking to leverage expertise as a Remote Client Support Operations & Administrative Specialist to enhance team efficiency and client satisfaction.
Overview
19
19
years of professional experience
Work History
CALL CENTER & OPERATIONS SUPPORT
Private Temp Agency
04.2025 - 12.2025
- Handle 35+ inbound customer calls per day, providing support on orders, product details, and repair status
- Coordinate with engineering and logistics teams to resolve client issues and ensure timely shipments
- Process RMAS/RGAS, returns, replacements, and warranty requests with high accuracy
- Enter and update customer records, service requests, and order documentation in company CRM systems
- Provide calm, professional customer support in a fast-paced manufacturing environment
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Remote Administrative Support
Independent Administrative Contractor
12.2021 - 04.2025
- Provided fully remote administrative support including contract preparation, scheduling, client communication, and confidential document management
- Organized digital files, handled compliance documentation, and maintained detailed records
- Supported clients with online research, appointment coordination, and process tracking across multiple systems
- Delivered high-level customer service and ensured smooth operations during fast-moving transactions in a remote environment
Maintenance Director (Operations & Vendor Management)
Benefit National Property
Murrieta
12.2019 - 12.2021
- Directed maintenance operations for a portfolio of 200+ homes
- Reviewed invoices, ensured accuracy, and approved vendor billing
- Assigned work orders, coordinated repairs, and communicated with tenants and vendors
- Resolved escalated issues with professionalism and clear communication
- Managed turnaround times, ensuring homes met safety and compliance standards
Rental Application Processor & Administrative Assistant
Benefit National Property Management
Murrieta
12.2017 - 12.2019
- Processed rental applications, reviewed documentation, and verified applicant information
- Responded to resident inquiries and resolved issues with tact and professionalism
- Prepared HOA correspondence, meeting packets, and compliance notices
- Maintained accurate records and assisted with various administrative projects
Receptionist & Administrative Assistant
Pacifica Group
Pasadena
12.2006 - 12.2017
- Managed front-office operations including phones, mail, scheduling, and customer inquiries
- Prepared HR documentation, processed paperwork, and supported daily office workflow
- Trained new staff and coordinated communication between property managers, tenants, and vendors
- Provided consistent, dependable administrative support for over 10 years
Education
Hs diploma -
Alhambra High School
Mortgage banking training -
American School Mortgage Banking
Real estate administrative coursework -
Allied Business School
Skills
- Remote Customer Support
- High-Volume Call Handling
- Order Processing
- RGA Coordination
- Returns & Repairs
- CRM & Ticketing Systems
- Salesforce
- M1
- ZOHO
- Rent Manager
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Microsoft Teams
- Documentation & Data Entry Accuracy
- Vendor & Contractor Coordination
- Problem-Solving
- Conflict Resolution
- Multi-Tasking
- Deadline Management
- Confidentiality
- CRM software proficiency
- Order processing
- Issue resolution
- Remote communication
- Customer satisfaction focus
- Customer relationship management
Accomplishments
- Handled over 35 customer calls daily, improving response rate by 20%.
- Reduced RMA processing errors by 15% through meticulous attention to detail.
- Directed maintenance of 200+ homes, maintaining 98% compliance rate.
- Improved digital file organization, reducing retrieval time by 25%.
Timeline
CALL CENTER & OPERATIONS SUPPORT
Private Temp Agency
04.2025 - 12.2025
Remote Administrative Support
Independent Administrative Contractor
12.2021 - 04.2025
Maintenance Director (Operations & Vendor Management)
Benefit National Property
12.2019 - 12.2021
Rental Application Processor & Administrative Assistant
Benefit National Property Management
12.2017 - 12.2019
Receptionist & Administrative Assistant
Pacifica Group
12.2006 - 12.2017
Hs diploma -
Alhambra High School
Mortgage banking training -
American School Mortgage Banking
Real estate administrative coursework -
Allied Business School