Paulina Castellanos
Cerritos
Summary
Dedicated and results-driven professional with over 10 years of experience in customer service, team leadership, and operations management. Skilled in resolving complex customer concerns with empathy and efficiency, while driving improvements in satisfaction and loyalty. Experienced in supervising and training staff, optimizing workflows, and ensuring smooth day-to-day operations. Proven ability to balance service excellence with business goals, consistently supporting growth and building strong customer relationships.
Overview
10
10
years of professional experience
Work History
Customer Care Coordinator
Summer Fridays
Los Angeles
05.2025 - Current
- Provide empathetic, solutions-focused support across email and phone.
- Spot service trends and partner cross-functionally to improve processes.
- Handle escalations with professionalism and clear follow-through.
- Processed orders and returns accurately and efficiently.
- Prepared reports on customer feedback for management review.
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
Customer Care Lead
RIMOWA
Torrance
01.2022 - 04.2024
- Fostered a customer-first culture while resolving complex inquiries.
- Trained and coached new hires; built quick-reference resources for the team.
- Streamlined workflows to reduce resolution time and improve consistency.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Recognized by management for providing exceptional customer service.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
Assistant Store Manager
New Balance
Commerce
06.2019 - 07.2022
- Led daily floor operations with a hospitality-first approach.
- Coached associates on clienteling, product knowledge, and POS accuracy.
- Supported merchandising and inventory accuracy to maintain availability.
- Managed inventory levels and organized stockroom efficiently.
- Coordinated promotional events to drive store traffic.
- Monitored sales trends and provided feedback to management.
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Checked monthly sales and performance reports to support operational planning and strategic decision-making.
- Conducted regular performance reviews with staff members to assess individual progress and set goals for future development.
Assistant Store Manager
ASICS
Commerce
10.2015 - 06.2019
- Mentored and scheduled staff to ensure smooth, efficient coverage.
- Supported inventory control and visual standards to lift engagement.
- Streamlined checkout flow and reinforced de-escalation best practices.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Assisted in recruiting efforts by interviewing candidates for open positions in the store.
- Conducted regular performance reviews with staff members to assess individual progress and set goals for future development.
- Mitigated business risks by working closely with staff members and assessing performance.
- Prepared staff work schedules and assigned team members to specific duties.
Education
Associate of Arts (AA) -
Cerritos College
Norwalk, CASkills
- Customer Experience & Retention
- Conflict Resolution & De-escalation
- Retail & Call Center Operations
- Training & Coaching Team Members
- Knowledge Base & Process Improvement
- Email/Ticket Support & Phone Support
Timeline
Customer Care Coordinator
Summer Fridays
05.2025 - Current
Customer Care Lead
RIMOWA
01.2022 - 04.2024
Assistant Store Manager
New Balance
06.2019 - 07.2022
Assistant Store Manager
ASICS
10.2015 - 06.2019
Associate of Arts (AA) -
Cerritos College