Autum Castorena
Hanford,California
Summary
Visionary leader with proven track record in steering organizations toward success through strategic planning and effective management. Skilled in building cohesive teams, driving innovation, and enhancing operational efficiency to achieve business objectives. Demonstrated ability to transform challenges into opportunities, resulting in significant impact on company growth and profitability.
Overview
29
29
years of professional experience
Work History
CSR
Central Valley Overhead Door
Fresno, California
12.2023 - Current
- Supported sales team members to drive growth and development.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Developed strong customer relationships to encourage repeat business.
- Collected deposits or payments and arranged for billing.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Consulted with customers regarding needs and addressed concerns.
- Updated databases with new and modified customer data.
- Took special orders in person and over telephone, generating additional revenue every month.
- Handled customer inquiries and complaints in a timely manner.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Generated reports on customer inquiries and complaints for management review.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Updated job knowledge by participating in educational opportunities.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Provided guidance on product features and benefits as well as troubleshooting techniques.
- Collaborated with other teams within the organization to resolve complex issues related to customers' accounts.
- Provided customer service support to customers over the phone and by email.
- Identified customer needs and provided appropriate solutions.
- Promoted available products and services to customers during service, account management and order calls.
- Maintained records of customer interactions, transactions, comments and complaints.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent verbal communication skills when interacting with customers.
- Analyzed call trends to identify areas of improvement for customer service processes.
- Developed strong relationships with customers to ensure satisfaction and loyalty.
- Documented all conversations with customers in CRM software according to company standards.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Provided top quality control and eliminated downtime to maximize revenue.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Adhered to company's established protocols for handling confidential data.
Chief Operating Officer
DEDUCTION CENTER INC.
Hanford, California
01.2009 - 12.2023
- Prepare or assist in preparing simple to complex tax returns for individuals or small businesses
- Interview clients to obtain additional information on taxable income and deductible expenses and allowances
- Review financial records such as income statements and documentation of expenditures to determine forms needed to prepare tax returns
- Furnish taxpayers with sufficient information and advice to ensure correct tax form completion
- Consult tax law handbooks or bulletins to determine procedures for preparation of atypical returns
- Check data input or verify totals on forms prepared by others to detect errors in arithmetic, data entry, or procedures
- Calculate form preparation fees according to return complexity and processing time required
- Compute taxes owed or overpaid, using adding machines or personal computers, and complete entries on forms, following tax form instructions and tax tables
- Direct or coordinate an organization's financial or budget activities to fund operations, maximize investments, or increase efficiency
- Confer with board members, organization officials, or staff members to discuss issues, coordinate activities, or resolve problems
- Analyze operations to evaluate performance of a company or its staff in meeting objectives or to determine areas of potential cost reduction, program improvement, or policy change
- Review reports submitted by staff members to recommend approval or to suggest changes
- Appoint department heads or managers and assign or delegate responsibilities to them
- Direct human resources activities, including the approval of human resource plans or activities, the selection of directors or other high-level staff, or establishment or organization of major departments
- Implement corrective action plans to solve organizational or departmental problems
- Coordinate the development or implementation of budgetary control systems, recordkeeping systems, or other administrative control processes
- Interpret and explain policies, rules, regulations, or laws to clients and individuals
- Prepare corporation Bylaws and Minutes approved by Board officials and ensure that Bylaws are enforced
- Confer with board members, organization officials, or staff members to discuss issues, coordinate activities, or resolve problems
- Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
- Monitored outcome measures, program outcomes and performance improvement.
- Reviewed, analyzed and interpreted financial statements.
- Analyzed financial data and identified areas of improvement for cost savings.
- Chaired meetings to discuss strategic initiatives and operational issues.
- Oversaw corrective action plans to remedy structural, organizational and departmental issues.
- Created annual budgets and monitored expenses against budget goals.
- Exceeded sales goals through upselling and cross-selling within existing client base as well as strategically attracting new business.
- Collaborated with senior leadership on organizational objectives and initiatives.
- Hired, trained, evaluated and retained high-performing, effective and diverse team embodying organizational culture.
- Maintained a positive work environment by resolving employee disputes promptly.
- Developed long-range plans for business growth, resulting in increase in annual sales.
- Completed day-to-day duties accurately and efficiently.
AVP/ Loan Officer
BANK OF THE SIERRA
Hanford, California
02.2003 - 07.2008
- Analyze applicants' financial status, credit, and property evaluations to determine feasibility of granting loans
- Obtain and compile copies of loan applicants' credit histories, corporate financial statements, and other financial information
- Meet with applicants to obtain information for loan applications and to answer questions about the process
- Explain to customers the different types of loans and credit options that are available, as well as the terms of those services
- Review loan agreements to ensure that they are complete and accurate according to policy
- Approve loans within specified limits, and refer loan applications outside those limits to management for approval
- Handle customer complaints and take appropriate action to resolve them
- Stay abreast of new types of loans and other financial services and products to better meet customers' needs
- Review and update credit and loan files
- Submit applications to credit analysts for verification and recommendation
- Analyze potential loan markets and develop referral networks to locate prospects for loans
- Market bank products to individuals and firms, promoting bank services that may meet customers' needs
- Work with clients to identify their financial goals and to find ways of reaching those goals
- Negotiate payment arrangements with customers who have delinquent loans
- Supervise loan personnel
- Interview, hire, and train new employees
- Arrange for maintenance and liquidation of delinquent properties
- Compute estimates of work completed and approve payment for contractors
- Confer with owners and contractors to discuss and resolve matters, such as work procedures, complaints, or construction problems
Credit Assistant
BANK OF THE SIERRA
Hanford, California
01.2000 - 02.2003
- Generate financial ratios, using computer programs, to evaluate customers' financial status
- Prepare reports that include the degree of risk involved in extending credit or lending money
- Compare liquidity, profitability, and credit histories of establishments being evaluated with those of similar establishments in the same industries and geographic locations
- Confer with credit association and other business representatives to exchange credit information
- Complete loan applications, including credit analyses and summaries of loan requests, and submit to loan committees for approval
- Verify and examine information and accuracy of loan application and closing documents
- Assemble and compile documents for loan closings, such as title abstracts, insurance forms, loan forms, and tax receipts
- Interview loan applicants in order to obtain personal and financial data, and to assist in completing applications
- File and maintain loan records
- Contact credit bureaus, employers, and other sources in order to check applicants' credit and personal references
- Prepare and type loan applications, closing documents, legal documents, letters, forms, government notices, and checks, using computers
Operations Assistant/ New Accounts
BANK OF THE SIERRA
Hanford, California
10.1998 - 02.2000
- Cash checks and pay out money after verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds
- Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips
- Enter customers' transactions into computers to record transactions and issue computer-generated receipts
- Balance currency, coin, and checks in cash drawers at ends of shifts, and calculate daily transactions using computers, calculators, or adding machines
- Examine checks for endorsements and to verify other information such as dates, bank names, identification of the persons receiving payments and the legality of the documents
- Count currency, coins, and checks received, by hand or using currency-counting machine, to prepare them for deposit or shipment to branch banks or the Federal Reserve Bank
- Order a supply of cash to meet daily needs
- Receive and count daily inventories of cash, drafts, and travelers' checks
- Prepare and verify cashier's checks
- Sort and file deposit slips and checks
- Carry out special services for customers, such as ordering bank cards and checks
- Process transactions such as term deposits, retirement savings plan contributions, automated teller transactions, night deposits, and mail deposits
- Identify transaction mistakes when debits and credits do not balance
- Resolve problems or discrepancies concerning customers' accounts
- Explain, promote, or sell products or services such as travelers' checks, savings bonds, money orders, and cashier's checks, using computerized information about customers to tailor recommendations
- Obtain and process information required for the provision of services, such as opening accounts, savings plans, and purchasing bonds
- Count, verify, and post armored car deposits
- Monitor bank vaults to ensure cash balances are correct
Business Secretary
Pyramid Homes (Luxury Home Builders)
Fresno, California
04.1996 - 10.1998
- Accounts payable/Accounts receivable
- Reconciled Bank Statements
- Answered phones addressing customer inquiries and accurately took messages for contractors
- Scheduled appointments and followed up with clients
- Organized sub-contractors
- Took bids from subcontractors
- Maintained accurate files
- Medical Insurance Bill Pay
Education
High School -
Fresno High School
FresnoSome College (No Degree) - Accounting And Finance
West Hills
Lemoore, CAAssociate of Arts - Business Administration
University of Phoenix
Tempe, AZSkills
- Microsoft Office
- Quick Books
- Problem Solver
- Personnel development
- Cross-functional teamwork
- Corporate communications
- General management and administration
- Operations administration
- Process improvement
- Delegation
Timeline
CSR
Central Valley Overhead Door
12.2023 - Current
Chief Operating Officer
DEDUCTION CENTER INC.
01.2009 - 12.2023
AVP/ Loan Officer
BANK OF THE SIERRA
02.2003 - 07.2008
Credit Assistant
BANK OF THE SIERRA
01.2000 - 02.2003
Operations Assistant/ New Accounts
BANK OF THE SIERRA
10.1998 - 02.2000
Business Secretary
Pyramid Homes (Luxury Home Builders)
04.1996 - 10.1998
High School -
Fresno High School
Some College (No Degree) - Accounting And Finance
West Hills
Associate of Arts - Business Administration
University of Phoenix