Carla Pena
Summary
Dynamic professional with a proven track record in office administration and customer engagement, notably at JAN-PRO. Excelled in managing a diverse portfolio of accounts, enhancing client satisfaction, and streamlining administrative processes. Skilled in time management and administrative support, achieving high client retention rates through exceptional service and efficient problem resolution.
Overview
15
15
years of professional experience
Work History
Case Manager
Campos Law Group
11.2024 - 11.2025
- Assessed client needs and developed tailored service plans to ensure comprehensive support.
- Coordinated communication between clients, attorneys, and external agencies to facilitate case progress.
- Maintained detailed case documentation using legal management software for accurate record-keeping.
- Evaluated case outcomes and identified areas for process improvement to enhance service delivery.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
Office Administrator
JAN-PRO
11.2021 - 11.2024
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
Account Manager
Solstice
06.2020 - 11.2021
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Server
Polly’s Pies
11.2010 - 05.2019
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
Education
High School Diploma -
Orange High School
Orange, CASkills
- Time Management
- Office Administration
- Administrative Support
- Customer Engagement
- Telephone reception
- Document Scanning
- Inbound phone call handling
Languages
Spanish
Native or Bilingual
Timeline
Case Manager
Campos Law Group
11.2024 - 11.2025
Office Administrator
JAN-PRO
11.2021 - 11.2024
Account Manager
Solstice
06.2020 - 11.2021
Server
Polly’s Pies
11.2010 - 05.2019
High School Diploma -
Orange High School