Paladin People: Traci Castillo, Client Experience Specialist
Traci Castillo is living the American dream and she’s taking as many people as she can with her. The single mother of four is in a happy place at Paladin Data Corporation. She gets to help her clients with their daily challenges and in doing so, she gets to provide for her family. She says it’s a privilege to work for a company that shares her values and work for clients who need and appreciate her help.
“It’s the American dream. Everybody has this American dream, from the small business owner up to the big corporate owner. They all have this dream,” she says. “To see the dream come to fruition for them when they become a Paladin client, and then, through our program, to be able to spend more time with them and be excited about their community, that’s an amazing success.”
“Being in the client experience department – I love it,” she says. “I get to know our clients and every single challenge they have. This helps in identifying problems as quickly as possible when they do end up utilizing Paladin Support. I can identify issues easily within their store. Now, these accounts I have – I have 24-25 – I love the fact that they call me, and I can resolve their problems or help identify them for escalation. It’s exactly why I wanted to work here. I get to help people have an easier time of it.”
Traci certainly has the knowledge to help them, too. She started at Paladin as one of the first four people hired in customer service. She caught on rapidly and in less than a year was moved to the training department where she helped develop training materials and the company’s knowledgebase. She eventually became the training manager.
“It was really kind of a cool job because it helped every single technician and everybody else who was hired after that,” she says.
Working with customers and solving problems is nothing new for Traci. She has close to 30 years of customer service experience working in the bio-products industry, at a veterinary hospital, as a certified nurse’s assistant, and as a 911 emergency dispatcher where some of her assistance meant life or death. So, solving problems for clients who are experiencing software challenges doesn’t exactly fluster her.
“The situations I deal with now, they might not be a 911 emergency, but it’s urgent to them and makes their issues urgent for me. Our clients call us because they need help and I love being able to help them,” she says.
Charles Owen leads the client experience team and is pleased that Traci joined the group after managing her own department.
“Traci is one of those people that always wants to do the right thing and she always goes the extra mile to help her clients and business associates,” Charles says. “She is anxious to take on challenging cases often in uncharted territories and she’ll fight to do what’s best for her clients. Traci takes the Paladin values seriously and is genuinely concerned with putting clients first and exceeding their expectations.”